BlueOcean

AUGUST 9, 2021

Contact center technologies are certainly in the mix of acceleration. In fact, many recent developments promise to reshape the landscape of customer service completely. The most recent publication from Ryan Strategic Advisory surveyed contact center leaders about the state of the industry.

Contact Center 156

Contact Center Technology Self Service Analytics 156

Call Experts

OCTOBER 5, 2023

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations.

Contact Center 105

Contact Center Call Center Guidelines Customer Satisfaction 105

Call Experts

APRIL 8, 2024

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations.

Contact Center 52

Contact Center Call Center Guidelines Customer Satisfaction 52

BlueOcean

DECEMBER 18, 2018

And you’re ready for your outsourced customer service RFP to hit the road and bring you some stellar options for a new contact center partner. Here’s the short list of the best questions to ask about AI in the contact center. Looking for more contact center RFP questions? CAPABILITIES & PROCESS.

Contact Center 195

Contact Center Self Service Chatbots Case Study 195

BlueOcean

OCTOBER 17, 2019

Running an effective and efficient procurement process for a contact center partner is easier said than done – even for seasoned indirect sourcing professionals and folks in the C suite. Even with a robust scoring method, however, sometimes shortlisting potential contact center partners comes down to a process of elimination.

Contact Center 149

Contact Center How To Effort Score Comparison 149

NICE inContact

JANUARY 24, 2018

So many companies are enjoying the benefits of having moved their contact centers to the cloud over the past few years. Often companies started with a small deployment in one department and gradually grew that implementation to encompass all the contact center applications in the business. Digital Transformation.

Customer Care 186

Customer Care Self Service Contact Center Chatbots 186

BlueOcean

AUGUST 7, 2018

Contracting a new contact center outsourcer may be one of the most impactful decisions you make all year (no pressure, right?) You’re putting your brand and your customers in the hands of someone new, whose efforts will have a direct impact on your business, its ROI, and all its related KPIs. Draft Your Contact Center RFP.

Contact Center 189

Contact Center Effort Score Culture Fashion 189

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

BlueOcean

JANUARY 9, 2018

Instead, in addition to self-serve customer service , the majority of interactions will be driven by AI technology. Forget AI being the future of the contact center. AI is the now of the contact center. What Does AI Customer Service Look Like? How Will AI Impact Customer Experience?

Omni-Channel 191

Omni-Channel Customer Care Contact Center Case Study 191

BlueOcean

APRIL 28, 2020

And in the world of customer care, an industry that has felt the entire spectrum of effects – from drought to tsunami – we’re asking the big questions in anticipation of a better future. How Will Contact Centers Navigate the Post-COVID World? We emerge stronger than ever. What about you? The post What Now?

Contact Center 156

Contact Center Comparison Culture Omni-Channel 156

BlueOcean

OCTOBER 6, 2020

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.

Customer Care 156

Customer Care Contact Center Effort Score Net Promoter Score 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.

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

COPC

MAY 23, 2023

Most contact centers recognize the importance of team leaders. This article uses insights from the following research to reveal the quantifiable impact of contact center team leaders on employee satisfaction, retention and performance. US Employee Engagement Research Report COPC Inc. In fact, according to COPC Inc.

Contact Center 88

Contact Center Engagement Employee Engagement Leadership 88

BlueOcean

AUGUST 21, 2019

Choosing a strategic partner to deliver an outsourced customer care solution is a significant business decision – maybe one of the most significant decisions you’ll make in your career. You’ll task your team with running a tight procurement process to assess potential contact center partners. 1. Work Environment.

Contact Center 159

Contact Center Culture Leadership Engagement 159

Interactions

NOVEMBER 8, 2022

Over the last three years, Covid has transformed the contact-center industry into a work-from-anywhere (WFA) world. Millions of agents now work outside the traditional walls of a care center. . There’s nothing like this solution in the industry. . agents handling PCI (Payment Card Industry) data. .

Contact Center 116

Contact Center Policies Analytics Call Center 116

BlueOcean

MARCH 7, 2024

Blue Ocean, a world leader in customer care solutions, was named a Finalist today in the “Contact Center Outsourcing Provider of the Year” category in the 18 th annual Stevie ® Awards for Sales & Customer Service. About Blue Ocean Blue Ocean is an award-winning provider of innovative customer care solutions.

Sales 177

Sales Customer Service Sports Contact Center 177

West Monroe

JULY 11, 2023

Gain high-level insights into the maturity of your contact center capabilities and ways to accelerate value realization based on West Monroe’s proven methodology and transformation experience across various industries and company sizes.

Contact Center 52

Contact Center Survey Omni-Channel Customer Service Strategies 52

BlueOcean

MAY 11, 2020

Situation: You’re tasked with choosing a new outsourced partner for your organization’s customer care program. It’s clear that the contact center industry has felt the entire spectrum of effects. Did the pandemic expose cracks in your current customer care solution, whether that is in-house or outsourced?

Customer Care 156

Customer Care Travel Contact Center Effort Score 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

NICE inContact

MAY 12, 2017

2017 was arguably the biggest and best year ever at Enterprise Connect 2017 for those who care about contact centers. For ten years, I have attended virtually every contact center session held at the show, the past few years as the Contact Center Track Chair. Is Cloud Contact Center the New Normal?

Contact Center 120

Contact Center Connections Conference Case Study 120

BlueOcean

APRIL 15, 2019

The trend of personalized customer experience has since transformed almost every industry as we know it. From the retail experience to social media connections to issue resolution via the contact center, customers want their individual needs known and reflected in the interactions, services, and products they pay for.

Customer Care 189

Customer Care Social Media Contact Center Poor Customer Service 189

BlueOcean

MAY 11, 2020

Situation: You’re tasked with choosing a new outsourced partner for your organization’s customer care program. It’s clear that the contact center industry has felt the entire spectrum of effects. Did the pandemic expose cracks in your current customer care solution, whether that is in-house or outsourced?

Customer Care 156

Customer Care Travel Contact Center Effort Score 156

NobelBiz

APRIL 18, 2023

Optimizing team productivity is the key to achieving this goal, and this comprehensive guide will walk you through the steps necessary to unlock your call center’s full potential. What is hyper efficiency in a contact center? Check our guide on what KPIs to follow if you want to have excellent customer service.

Contact Center 52

Contact Center Call Center Management Gamification 52

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.

Contact Center 98

Contact Center Customer Service Self Service How To 98

NobelBiz

FEBRUARY 22, 2023

For the contact center industry, customer relationships management has also dramatically shifted. This revolution of channels must enable contact centers to make client relationships even more distinctive by personalizing them and creating a genuine consumer experience.

Contact Center 52

Contact Center Communication Social Media Omni-Channel 52

NobelBiz

FEBRUARY 22, 2023

For the contact center industry, customer relationships management has also dramatically shifted. This revolution of channels must enable contact centers to make client relationships even more distinctive by personalizing them and creating a genuine consumer experience.

Contact Center 52

Contact Center Communication Social Media Omni-Channel 52

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

Comm100

JUNE 5, 2018

Tech industry giants like Microsoft, Google, and Amazon, as well as smaller companies of all types, are already devoting resources and time to develop AI for the future. Unsurprisingly, the enthusiasm of AI has spilled over to customer experience (CX) in the hope of improving call center efficiency. Advancing Customer Service.

Contact Center 121

Contact Center Call Center Self Service Chatbots 121

CSM Magazine

MARCH 16, 2023

This article will define emotional intelligence, its benefits for contact centers, and how it improves the customer experience. In the next section, we abord the benefits of emotional intelligence for contact centers. Why Does it Matter for Contact Centers? What is emotional intelligence?

Contact Center 52

Contact Center Communication Customer Satisfaction Omni-Channel 52

Call Experts

FEBRUARY 12, 2020

Three primary trends are driving the customer care industry: diversified cloud-based solutions. By actively harnessing a set of cloud-based AI-powered technologies, contact centers are infusing intelligence across the entire customer contact landscape. Key 2020 Trends: Cloud Contact Centers.

Contact Center 69

Contact Center Trends Call Center Customer Journeys 69

NobelBiz

FEBRUARY 21, 2023

Even though technology has improved in the call center industry, the level of customer experience is still mostly determined by how people interact with each other. Building customer loyalty and setting yourself apart from your competitors also depends on how competent are your agents. Find out more.

Contact Center 52

Contact Center Call Center Communication Omni-Channel 52

Upstream Works

MAY 13, 2020

Every contact center has a universal goal: to provide exceptional customer service. It requires a holistic customer experience (CX) strategy, a responsive data strategy and the flexibility to adapt to a changing world. The foundation for omnichannel contact center success is your long-term strategy.

Contact Center 78

Contact Center Omni-Channel Self Service Customer Journeys 78

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

TechSee

APRIL 4, 2023

Unfortunately, in today’s world, with hundreds of homebuilders in your local area to choose from and people expecting superior quality service for the money, your customer service strategy has to stand out. The key to the best customer service in the home building industry is using available technology.

Industry 109

Industry Customer Service Customer Care Customer Service Strategies 109

BlueOcean

MARCH 1, 2017

Canadian Contact Center Recognized Alongside Top International Sales and Customer Service Organizations at Las Vegas Award Ceremony. The Stevie Awards for Sales & Customer Service are the world’s top honors for customer service, contact center, business development and sales professionals.

Contact Center 120

Contact Center Sales Customer Service Call Center 120

Think Customers

JANUARY 18, 2022

Leading contact centers understand that each person and tool has its strengths and weaknesses, and create a better customer experience when combined appropriately. To better understand this, let’s dive into the human and robotic makeup of a modern contact center. What is a contact center associate?

Contact Center 52

Contact Center Chatbots Self Service Average Handle Time 52