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

Comm100

JUNE 5, 2018

It’s therefore essential to analyze ‘what’s out there’ in customer service AI and adjust our expectations accordingly. How AI can be Used in the Contact Center. AI has some viable uses in the contact center sphere that managers can employ to improve their CX and the efficiency of call centers.

Contact Center 122

Contact Center Call Center Self Service Chatbots 122

Storyminers

JANUARY 24, 2017

Customer experience expert Mike Wittenstein sheds light on enhanced customer expectations, AI innovation, and more. 2017 will be a year defined by how well companies continue to adapt to customer expectations—like the ability to get good service at any time of the day, via any device. Here’s what we learned.

Contact Center 133

Contact Center Omni-Channel Brands Hospitality 133

Call Experts

FEBRUARY 17, 2022

If you want to make a change, consider hiring experts who can look at your entire process and implement award-winning contact center solutions. Then, commit to improving your customer experience by hiring customer experience experts. . This article will dive into how you can improve your customer service.

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Contact Center Customer Service Self Service How To 98

Call Experts

JULY 28, 2022

Contact center support is a vital part of any business. A contact center can help save you time and money while delivering outstanding service to your customers. The right contact center will improve customer satisfaction , which leads to increased sales and profitability.

Contact Center 52

Contact Center Call Center Knowledge Base Customer Satisfaction 52

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

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

Advantage Communications

NOVEMBER 16, 2021

That’s because successful customer service requires significant investment into technology and staffing, as well as expertise in customer care strategies, analyzing customer service metrics and an understanding of today’s customer expectations.

Contact Center 98

Contact Center How To Customer Service Strategies Customer Care 98

Call Experts

APRIL 1, 2021

A Contact center depends on outstanding scripts, team-members, automations, training, and protocols. . What is a contact center script? It’s a file that plainly and concisely lays out how contact center representatives and technologies are expected to manage your callers. Now back to the script.

Contact Center 59

Contact Center Tips Call Center Consumers 59

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. The right partner understands exactly what clients’ customers expect from these digital tools.

Customer Service 232

Customer Service Contact Center Chatbots Customer Care 232

Call Experts

JUNE 10, 2021

Customer expectations are not uniform, nor are customer experiences. . To build an ideal experience, you want to think about various characteristics, like social expectations, how they met your company, and which channel they choose to communicate with your company. . Listen to your customers and provide solutions.

Customer Expectations 52

Customer Expectations Customer Experience Contact Center How To 52

COPC

APRIL 1, 2024

The challenge of keeping pace with changing customer expectations looms large. Technological advancements, notably artificial intelligence (AI), fuel customer experience transformation. Companies worldwide are grappling with leveraging technology to enhance the overall customer experience (CX).

Customer Experience 89

Customer Experience Contact Center Gamification Chatbots 89

Pointillist

SEPTEMBER 28, 2021

According to Forbes, poor customer service is costing businesses more than $75 billion a year. The pressure to reduce contact center costs is immense. But many contact center leaders struggle to achieve these outcomes while simultaneously improving customer satisfaction.

Contact Center 40

Contact Center Customer Journeys Self Service How To 40

Kustomer

SEPTEMBER 7, 2022

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by two CX leaders, Michael Miller and Vikas Bhambri, to discuss how to manage different types of customer expectations and service expectations during a global pandemic. Intro Voice: (00:04).

Customer Expectations 98

Customer Expectations Management Communication Customers 98

Strativity

MARCH 30, 2020

This is especially true for employees working in contact centers and customer care departments who are tasked with providing customers with information, support, and a positive experience. Changes to the modern contact center environment . Think we can help? Let’s talk!

Contact Center 52

Contact Center Guidelines CRM Call Recording 52

CSM Magazine

MARCH 20, 2024

This distinctive model, coupled with a leadership team that boasts over five decades of customer support outsourcing experience with Fortune 500 behemoths in the Philippines—including titans such as Microsoft, American Express, Allstate, United Healthcare, and T-Mobile—positions it uniquely.

Customer Experience 52

Customer Experience Contact Center Competitive Advantage Exceptional Customer Service 52

Storyminers

JANUARY 24, 2017

Customer experience expert Mike Wittenstein sheds light on enhanced customer expectations, AI innovation, and more. 2017 will be a year defined by how well companies continue to adapt to customer expectations—like the ability to get good service at any time of the day, via any device. Here’s what we learned.

Contact Center 50

Contact Center Omni-Channel Brands Hospitality 50

Playvox

APRIL 21, 2023

Customer service has gone digital — and your contact center needs to evolve with the times. As younger customers make up more and more of the marketplace, they’re shifting service preferences toward digital channels. An omnichannel customer support center connects customers’ interactions no matter where they take place.

Omni-Channel 95

Omni-Channel Self Service Customer Experience Contact Center 95

ClearAction

SEPTEMBER 3, 2018

Are Your Customer Care Metrics Customer-Centric? Customer care metrics are a barometer of performance across a variety of customer interactions such as chat, text messages, email, social media and communities. Both of these orientations tend to be company-serving rather than customer-focused.

Customer Care 54

Customer Care Customer Centricity Metrics Social Media 54

SaleMove

JULY 29, 2019

This is the first installment of a blog series that examines the trends driving the transformation, reviews how people work in today’s contact center, and explores what you should do now to staff the contact center of tomorrow. Start Swimming. “ You better start swimmin’ or you’ll sink like a stone.”

Contact Center 40

Contact Center Self Service Analytics Sports 40

COPC

JANUARY 9, 2024

Interview with Lance Gruner, Executive Vice President of Mastercard Global Customer Care Mastercard recently achieved certification to the COPC Customer Experience (CX) Standard for Customer Operations , a first for a Fortune 500 company.

Customer Experience 75

Customer Experience Net Promoter Score Guidelines Customer Care 75

Think Customers

JULY 2, 2019

Customer Contact Week—a conference focused on customer experience and customer care technology and trends—recently celebrated its 20th anniversary in Las Vegas. So, how has the customer experience evolved in the past two decades?

Contact Center 40

Contact Center Customer Journeys Net Promoter Score Conference 40

Qualtrics

MARCH 13, 2020

Frustrating contact center experiences like explaining your issue over and over again, or being handed from agent to agent are usually caused by data silos. Find out how a few simple changes to your set-up can deliver better experiences to customers and agents. First, there was the call center.

Contact Center 37

Contact Center Social Media Ecommerce Omni-Channel 37

BlueOcean

NOVEMBER 29, 2023

We’ve said it so often it’s become cliché, but we stand by the concept that happy employees make for happy customers, and in outsourcing, happy customers make happy clients. TX strategy is the ultimate integration of customer experience (CX), employee experience (EX), the multi experience (MX), and user experience (UX).

Contact Center 156

Contact Center Multi-Channel Strategy Self Service 156

Kustomer

OCTOBER 22, 2020

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by two CX leaders, Michael Miller and Vikas Bhambri, to discuss managing customer expectations during a global pandemic. Companies are integrating AI into their CX to get a better handle on customer care.

Customer Expectations 69

Customer Expectations Management Communication Customers 69

BlueOcean

FEBRUARY 14, 2018

Remember when social media was the young upstart of the customer care channels and voice was still king? Way back in the good old days of the early 2010s… It seems like a lifetime ago that we were asking ourselves how to handle customers in such a public forum. Or was it customer service?

Omni-Channel 149

Omni-Channel Social Media Contact Center Self Service 149

CSM Magazine

OCTOBER 18, 2023

“Our mission is to help customers provide exceptional customer care through human-to-human engagement. By supporting training in local languages, we empower agents to deliver a superior customer experience, ultimately improving CSAT scores and call outcomes.”

Report 59

Report Feedback Telecommunications First Call Resolution 59

Kustomer

OCTOBER 22, 2020

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by two CX leaders, Michael Miller and Vikas Bhambri, to discuss managing customer expectations during a global pandemic. Companies are integrating AI into their CX to get a better handle on customer care.

Customer Expectations 52

Customer Expectations Management Communication Customers 52

Qualtrics

APRIL 27, 2020

Customer Care Managers are used to dealing with regular surges in demand. Most customer care centers (also referred to as contact centers) have an established process, planned months in advance to ensure they cope adequately and maintain the customer experience. The results can be drastic.

Customer Care 36

Customer Care Self Service Chatbots Airlines 36

ShepHyken

OCTOBER 8, 2019

The Interview with Sam Lessin: The world is becoming more customer-centric, but not every company is keeping up. There must be more training and coaching present within contact centers and customer-facing roles. Customers now expect companies to be as easy to reach as their friends are.

Contact Center 96

Contact Center Customer Journeys Customer Care Social Media 96

Call Experts

MAY 20, 2022

As the first point of contact, a contact center answers for your customers and prospects 24-7. Contact centers can help ensure that you never miss an opportunity. What is a Contact Center? A contact center handles voice calls for companies. What is After Hours Service?

Contact Center 98

Contact Center Call Center e-support Self Service 98

Brad Cleveland Blog

JANUARY 8, 2020

GM, America’s largest automobile manufacturer, has more than 17 million social brand mentions and engages in more than 400,000 customer care conversations each year. GM set (and met) two aggressive goals to support their customer-centric vision. Goal 1: Deliver on today’s customer expectations.

Customer Care 26

Customer Care Customer Centricity Customer Expectations Customers 26

Vonage

MARCH 26, 2018

In an age where customers can buy into your products and services from almost anywhere in the world, this has become increasingly complex. Although there’s no one-size-fits-all solution, the following 10-step plan will provide a framework that will allow your contact center to adopt a more personalized approach to customer care.

Omni-Channel 145

Omni-Channel Self Service Customer Experience Social Media 145

Kustomer

JUNE 7, 2022

Efficiency is the name of the game in customer service, and AI is a true force multiplier, enabling customer service teams to work more efficiently and focus on the customers who need the most help. Omnichannel Customer Experience. That shouldn’t be a surprise—we all know customers want what they want.

Customer Experience 98

Customer Experience Self Service e-support CRM 98

Interactions

JUNE 17, 2021

But, we’re halfway through 2021 and it only feels right to do a check-in on where we stand with the evolution of contact centers and changes to customer experience. . I’m going to spend some time reflecting on a few of these predictions and the effect, if they prove to be true, that they will have on customers long term. .

Self Service 62

Self Service Contact Center Touchpoint Trends 62

CSM Magazine

OCTOBER 18, 2022

As a growing Software as a Service (SaaS) organisation, Calabrio has a collective focus on customer satisfaction and retention, and Orstad’s team will primarily own frontline engagement as the need to continuously support customers as a trusted ally has never been more vital. “We We know when our customers succeed, we succeed.

Customer Success 52

Customer Success e-support Contact Center Customer Service 52

Playvox

MAY 4, 2023

Unlike my favorite fruit seller, you’ve got hundreds or thousands (or hundreds of thousands) of customer issues that require sophisticated, efficient customer care through the right contact center solutions. What Is A Digital Contact Center? Is your contact center omnichannel?

Contact Center 52

Contact Center Customer Expectations Meeting Self Service 52