BlueOcean

JANUARY 9, 2018

Forget AI being the future of the contact center. AI is the now of the contact center. What Does AI Customer Service Look Like? Artificial intelligence in the contact center is one significant piece of the puzzle that is omni-channel customer service. How Will AI Impact Customer Experience?

Omni-Channel 191

Omni-Channel Customer Care Contact Center Case Study 191

BlueOcean

SEPTEMBER 30, 2019

Your revenue is skyrocketing, which usually means your customers are buying more and you’re gaining more customers. Of course, growth spurts often go hand-in-hand with growing pains. Have you also noticed more customers calling or messaging with questions and concerns? Request a client roster here. Infrastructure.

Contact Center 149

Contact Center How To Self Service Omni-Channel 149

BlueOcean

DECEMBER 16, 2019

While so many of us are off celebrating the festive season for days at a time, there are scores of people on the frontlines working to keep everything running smoothly in industries ranging from health care, to transportation, to broadcasting to, yes, customer care. at Blue Ocean. Constant and Effective Communication.

Contact Center 156

Contact Center Gamification Transportation Travel 156

Calabrio

AUGUST 7, 2019

Anyone working in the contact center industry knows Customer Contact Week (CCW) to be the end-all, be-all event for customer experience, contact center and customer care professionals. ICCU takes a fresh, unique approach to customer service, and it shows. These efforts pay off.

Contact Center 189

Contact Center Net Promoter Score Effort Score Gamification 189

BlueOcean

NOVEMBER 6, 2019

So, we’ll take a comprehensive look at the cost of ownership of your in-house contact center – both intangible and tangible expenses – and how it compares to the cost of outsourcing. And that beginning is this – PayScale cites an average $13/hour for a customer service rep. The Cost of Contact Center Infrastructure.

Contact Center 156

Contact Center Contact Center Software Employee Engagement Call Recording 156

BlueOcean

AUGUST 27, 2020

And, of course, your company’s plan to launch a new outsourced customer care program. Your customers are already struggling with the times, and now you’re thinking about overhauling the customer care process? Check out these articles: 60 Customer Care RFP Questions for the Contact Center of 2020.

Customer Care 156

Customer Care Contact Center Sports Case Study 156

BlueOcean

OCTOBER 4, 2023

If agents are frustrated, we can only imagine that the customers they’re speaking with are too. Finding Bilingual Support That Suits Your Customers Best We’re an onshore Canadian contact center outsourcer and pride ourselves on delivering sophisticated (bilingual) customer care through strategic partnership.

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

BlueOcean

DECEMBER 17, 2018

Of course, greater retail sales inevitably lead to higher call volume in the contact center. The best outsourcing partners go to the ends of the earth to prepare for these massive peak season holiday spikes and will not only need to address a sustained customer experience but also team morale, agent stress, and absenteeism.

Contact Center 136

Contact Center Gamification Retail Course 136

BlueOcean

OCTOBER 22, 2020

When the world hit the pause button in the face of COVID-19, putting our client’s customer care programs on hold wasn’t an option. The key, of course, was that everything, including agent training, had to pivot to a virtual environment. Request a download here.

Contact Center 156

Contact Center Training Effort Score Virtual Agent 156

TechSee

SEPTEMBER 3, 2019

As customer service leaders envision the contact center of the future, a key question is whether agents will need to come in to work at all. After all, the costs of operating a physical contact center are immense, and the challenges of training , motivating and retaining staff remain major pain points for all B2C organizations.

Contact Center 84

Contact Center Self Service Contact Center Software B2C 84

SaleMove

MARCH 12, 2021

Of course, new leaders often rise and replace the former frontrunners during times of change. In today’s consumer-driven world where the overall experience is a top differentiator, customer care organizations are now at the forefront of innovation. But is there something more prophetic here?

Contact Center 97

Contact Center Self Service Customer Care Innovation 97

BlueOcean

JULY 5, 2016

If the call to customer care is a dreaded and distasteful last resort, how do we adapt and improve the experience? With social networks evolving at a breakneck pace, that leads us to the question at the root of this post: what is the state of social customer care in 2016 and beyond? The Facts About Social Customer Care.

Customer Care 120

Customer Care Social Media Contact Center Entertainment 120

BlueOcean

MARCH 20, 2017

Did WAH move from something to be avoided to something to be embraced over the course of just a few years? Until recent years, many companies were hesitant to explore the work-at-home model for their outsourced call center agents. Managing Work-at-Home Call Center Agents. Our contact center is built on that.

Customer Care 189

Customer Care Contact Center Call Center Average Handle Time 189

NobelBiz

MARCH 29, 2022

It is becoming increasingly prevalent and noticeable due to digital communication platforms that encourage multichannel interactions between customers and contact centers. In the contact center sector, customer engagement is one of the strategic objectives of many companies today.

Contact Center 52

Contact Center Customer Engagement Engagement Call Center 52

SaleMove

JANUARY 20, 2021

In our previous blog in The Times They Are a-Changing: Talent in the Contact Center Series , we discussed how virtual agents, or bots, are transforming the contact center workplace, pushing live human agents to become strategic troubleshooting experts and managers to become agent coaches.

Virtual Agent 98

Virtual Agent Contact Center Management How To 98

BlueOcean

AUGUST 30, 2018

In this environment, partnering with a solid outsourced contact center partner can be the best decision you can make. The key is to find a true strategic partner who you trust to stay ahead of the customer experience curve. There’s a caveat to all this, of course. The Future of the Contact Center Agent Workforce.

Customer Service 232

Customer Service Contact Center Chatbots Customer Care 232

Interactions

MARCH 26, 2020

The pain and frustration associated with poor customer experience in contact centers is all too familiar. Hold times that seem to last hours, phone trees that are impossible to navigate, and rigid voice prompts forcing customers to speak like a robot. Treat your customers how they want to be treated.

Customer Care 71

Customer Care Contact Center Hospitality Travel 71

Interactions

APRIL 17, 2019

Companies have adopted new technologies in their contact centers to support a more customer-first approach. Contact centers, before this change in focus to customer experience, had a straightforward goal: to handle as many calls as possible, as quickly as possible. Traditional Contact Center KPIs.

Contact Center 54

Contact Center Measurement Self Service How To 54

SaleMove

MARCH 12, 2021

Of course, new leaders often rise and replace the former frontrunners during times of change. In today’s consumer-driven world where the overall experience is a top differentiator, customer care organizations are now at the forefront of innovation. But is there something more prophetic here?

Contact Center 52

Contact Center Self Service Customer Care Innovation 52

BlueOcean

APRIL 20, 2023

I first met Sean back in June of 2022 when he was awarded the title of Best Contact Center Executive at The Contact Center World Awards in Orlando, Florida. Because nobody wakes up as a 13-year-old and says, “Oh my gosh, I want to be in the contact center space.” SH : Yes, of course.

Contact Center 156

Contact Center Culture Course Training 156

Avaya

NOVEMBER 6, 2018

I recently had the pleasure of co-hosting a webinar with leading Communications Industry Analyst Sheila McGee-Smith titled “ How AI Drives Results in the Contact Center ” and the question posed was: “What does AI mean for those working in the contact center? So, why AI now for customer care?

Contact Center 57

Contact Center Knowledge Base CRM Technology 57

SaleMove

JANUARY 20, 2021

In our previous blog in The Times They Are a-Changing: Talent in the Contact Center Series , we discussed how virtual agents, or bots, are transforming the contact center workplace, pushing live human agents to become strategic troubleshooting experts and managers to become agent coaches.

Virtual Agent 52

Virtual Agent Contact Center Management How To 52

Stella Connect

NOVEMBER 30, 2017

Contact center performance management has, for many brands, changed little over the years. Most contact center leaders aren’t happy with the high costs of agent attrition, their overwhelmed team leaders, the underwhelming CSAT/NPS® scores, and all the other daily realities that cause them heartburn. But to what end?

Contact Center 45

Contact Center Management Effort Score NPS 45

Comm100

DECEMBER 1, 2017

For many organizations, a huge part of this new year task is setting contact center priorities — priorities that can have a colossal impact on the customer experience. But deciding on annual goals and specific yearly focuses for a call center isn’t always easy. Tip: Begin to examine your existing contact center processes.

Contact Center 106

Contact Center Report Customer Journeys Customer Centricity 106

BlueOcean

OCTOBER 23, 2019

Cost Factors in Major Urban Centers . In the past 18 months, we have seen more and more interest from companies looking for alternatives to operating customer care centers in or close to their headquarters in major urban centers like Toronto, Vancouver, New York, and San Francisco. The More Affordable Alternative.

Customer Service 136

Customer Service Contact Center Transportation Customer Care 136

Playvox

NOVEMBER 16, 2021

The company’s contact center team shifted to a remote workplace just as Sweaty Betty – and the entire athleisure industry – started to see significant market growth. In 2019, the lifestyle brand had 12 customer care agents. But by the end of 2020, there were 150 team members on the Sweaty Betty contact center team.

Management 78

Management Contact Center Gamification Retail 78

TechSee

MARCH 19, 2019

Once upon a time, measuring customer service success was straightforward. Hire some agents, train them, and use standard contact center KPIs to measure how well they perform. Complex calls take longer, of course. Customer care center metrics in the era of self-service clearly require a different approach.

Self Service 146

Self Service Metrics Contact Center Virtual Agent 146

BlueOcean

DECEMBER 13, 2022

Of course, what that emotional connection looks like is highly dependent on your target audience, but there are some common factors that build the foundation of loyalty. In other words, a loyalty program (and loyalty in general) is inextricably tied to your customer experience and, therefore, to your customer care program.

Loyalty Programs 177

Loyalty Programs Loyalty Social Media Rewards Programs 177

BlueOcean

MARCH 30, 2018

Not to add another thing to your plate (sorry), but there’s another question to ask that can impact all of those answers: is this the year customer care outsourcing takes a more central role in your go-forward plan? Of course, the RFP is just the first step. The Role of Procurement. Thus, the RFP is essential.

Contact Center 184

Contact Center Customer Journeys Hospitality Culture 184

TechSee

APRIL 4, 2023

All well and good, you should be kind while talking to your customers on the phone when they have a problem in their house. Of course, you want to treat your customers with the proper respect, patience, and dare I say “love” that you would show to someone very close to you. How much time is saved with vision technology?

Industry 109

Industry Customer Service Customer Care Customer Service Strategies 109

ShepHyken

OCTOBER 23, 2023

When customers know you care, you create an emotional connection that fosters trust and loyalty. Of course, we would love all reviews to be positive. My Comment: The future of the contact center is happening today! AI has been around for years, but not the way it’s being used in today’s modern contact center.

Customer Service 64

Customer Service Contact Center Loyalty Tips 64

Lithium

SEPTEMBER 29, 2022

What effect this has on a brand depends heavily on how robust the brand’s marketing, community, and customer care systems are. This fact is especially true in the diverse world of customer care. This group of people bottlenecks your agent’s ability to help any of your “normal” customers who still need support.

Airlines 52

Airlines Self Service Effort Score NPS 52

NobelBiz

APRIL 18, 2022

As it overlooks three critical components: the customer experience, the rise of new communication and the new contact center technologies. Modern customers want immediate and dependable solutions, which means your call center’s efficiency must be at its peak at all times. What is call center efficiency?

Call Center 52

Call Center Contact Center How To Gamification 52

Lithium

SEPTEMBER 14, 2022

What effect this has on a brand depends heavily on how robust the brand’s marketing, community, and customer care systems are. This fact is especially true in the diverse world of customer care. This group of people bottlenecks your agent’s ability to help any of your “normal” customers who still need support.

Airlines 52

Airlines Self Service Effort Score NPS 52

Interactions

MARCH 11, 2022

There’s a lot of jargon thrown around in the contact center space. From customer experience and customer journey, to customer service and customer care, are they all talking about the same thing? Now, you may be rolling your eyes thinking of course I know what customer service is!

Customer Experience 106

Customer Experience Customer Service Customer Journeys eBook 106

Magellan Solutions

SEPTEMBER 29, 2021

Whether you hire in-house customer support for inbound or outbound contact center services or pay for outsourced IT call center services , you are paying each agent’s hourly rate, salary, training, and perks. . Finally, would you require multichannel customer care links, such as email, chat, and social media?

Call Center 98

Call Center Contact Center Telecommunications Social Media 98

Vonage

MARCH 26, 2018

It revealed that a failure to meet customer expectations convinced 49% of consumers to use a competing product or service. What’s more, those who switched admitted to spending an average of $511 with a rival over the course of a year. Robot-powered customer service should assist humans, not replace them.

Interaction 159

Interaction Self Service Poor Customer Service Hotels 159