Remove Consumers Remove Customer Care Remove Training
article thumbnail

70 Customer Care RFP Questions (An Updated List + RFP Template)

BlueOcean

With every evolution in technology, workforce trends, and consumer expectations, the questions shift—which is testament to why generic, boilerplate RFPs never work for outsourcing customer care. Agent Training Describe your training structure (team, facilities, Learning Management Systems, remote platforms, etc.)

article thumbnail

The State of B2C Complex Customer Care

BlueOcean

When it comes to complex B2C customer care, the customer is anything but a faceless number in a sea of consumers. B2C brands had their worlds turned upside down by the pandemic, but what does complex customer care look like now things are leveling out? But that’s shifting—and fast.

B2C 156
Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

Up Where Expectations Soar: Customer Care in the Age of Entitlement

BlueOcean

Often, with intensely disgruntled customers who feel they deserved better service, the situation often stands the best chance of recovery when your Tier 1 agent escalates the call to someone who is perceived as having greater authority. The Training to Prepare for Entitled Customers. How to Support Your Toughest Customers.

article thumbnail

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

BlueOcean

For clients with complex care scenarios – whether that is enterprise customer success management or providing critical support direct to consumers – change is never taken lightly. This is what relevant service level metrics look like in today’s customer care center. Are Your Customers Happy?

article thumbnail

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.

article thumbnail

AI and Customer Care: The Future is Here

BlueOcean

These technologies are sparking new expectations in today’s consumers on an almost daily basis. AI is not one “tool” in the customer support toolkit of the future. AI represents a whole new set of tools to add to your customer care workshop. The post AI and Customer Care: The Future is Here appeared first on.

article thumbnail

The 5 Biggest Challenges Facing In-House Contact Centers. Is Outsourcing the Answer?

BlueOcean

For many organizations, in-house customer care feels like the right choice. It keeps you close to your customers and ready to serve them with your comprehensive knowledge of your products or services. Ensuring your customer support center is up and running, no matter what, is a daunting task that organizations must prepare for.