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Bilingual Customer Support: Where Live Agents and AI Coincide

BlueOcean

We would wager, that even with the evolution of AI, brands serving consumers in the Americas will continue to benefit from providing support in French, Spanish, and, for some organizations, Portuguese through a live agent model. The impact of bilingual support on the customer experience cannot be understated. It’s our thing.

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Validating Your Outsourced Customer Care Partnership: Is Your Incumbent “Still the One”?

BlueOcean

Great companies are regularly assessing the ongoing value of their partnerships – but how do you measure the true value your contact center outsourcer is delivering? Whether it’s your own culture that shifts over time or that of your outsourcer, keeping a pulse on cultural alignment in your outsourced contact center is essential.

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What Is the Customer Life Value & Why Your Call Center Should Focus On It!

NobelBiz

Customer lifetime value is a metric used in business to assess how much money a company can expect to generate from a client over the duration of their whole interactions or “lifetime”. Customer lifetime value estimates can be complicated due to variations in product type, price, frequency of purchase, and total buy volume.

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What Is the Customer Life Value & Why Your Call Center Should Focus On It!

NobelBiz

Customer lifetime value is a metric used in business to assess how much money a company can expect to generate from a client over the duration of their whole interactions or “lifetime”. Customer lifetime value estimates can be complicated due to variations in product type, price, frequency of purchase, and total buy volume.

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Are You Using 1999 Metrics to Measure 2019 Customer Care?

BlueOcean

It’s 2019, which means contact center metrics from 1999 are almost old enough for their first legal beer (and already knocking them back in Canada.) Those metrics were born in an era when customer service was a race, where whoever got to the finish line first (i.e. How do we use that data to improve the customer experience?

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How to Better Understand Your Customer With Ed Porter

Kustomer

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Ed Porter , Chief Revenue Officer at Blue Chip CRO , to discuss the changing customer environment. Learn how Ed has adapted to new consumer needs by listening to the podcast below. Ed Porter: (01:19).

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Top 150 Global Customer Experience Thought Leaders and Influencers of 2020

SurveySensum

He has been named as the Top 25 CX Influencers to Follow by Panviva, Top 50 Thought Leaders to Follow on Twitter by ICMI, Top 50 Call Center Twitter Accounts to Follow by Playvox, and a Top 100 Most Social Customer Service Pro On Twitter by Huffington Post. LinkedIn : [link]. Website : [link]. LinkedIn : [link].