BlueOcean

FEBRUARY 9, 2016

From extreme weather to product recalls, there’s an infinite number of scenarios that will flood your contact center in an instant, resulting in increased average handle times, wait times, and customer frustration. 4 Ways To Preserve Customer Loyalty When Call Volume Spikes from Blue Ocean Contact Centers.

Loyalty 136

Loyalty Average Handle Time Contact Center Wait Times 136

Bold360

MARCH 20, 2020

Companies that focus on customer experience (CX) as a competitive differentiator grow 5 times faster than others, meaning they drive conversions faster and increase lifetime customer value (LCV). What should a company consider when creating its customer engagement strategy? Responsiveness to customer feedback (i.e.

Self Service 72

Self Service Customer Engagement Engagement Strategy 72

BlueOcean

FEBRUARY 7, 2019

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. Fighting the Cost Center Mindset.

Metrics 219

Metrics Customer Care Measurement Contact Center 219

CSM Magazine

JUNE 12, 2015

For anyone who doesn’t like the sound of that (and we certainly don’t), it’s important that you are effectively measuring the customer service performance metrics that roll up into the customer value equation. Can Any One Contact Center KPI Boost Customer Lifespan?

Lifetime Customer 40

Lifetime Customer Measurement Customer Service Effort Score 40

BlueOcean

JANUARY 8, 2019

One negative customer experience may seem like a drop in the ocean of all your customer interactions, but it’s never that simple. It’s worth mentioning that many customer relationships can be saved even after a bad experience with the actual product or service, particularly if they choose to contact a customer service rep.

Lifetime Customer 299

Lifetime Customer Contact Center Poor Customer Service eBook 299

BlueOcean

OCTOBER 4, 2021

For those of us in the contact center space, the truly fascinating thing (besides the astounding growth itself) is the impact on customer care and the customer experience. And consistency is a core pillar of the best customer service. Keeping subscribers engaged (and loyal) requires equally engaged agents.

Customer Experience 194

Customer Experience Customer Care B2C Lifetime Customer 194

BlueOcean

OCTOBER 4, 2021

For those of us in the contact center space, the truly fascinating thing (besides the astounding growth itself) is the impact on customer care and the customer experience. And consistency is a core pillar of the best customer service. Keeping subscribers engaged (and loyal) requires equally engaged agents.

Customer Experience 156

Customer Experience Customer Care B2C Lifetime Customer 156

SurveySensum

JULY 14, 2020

Meet the Top 150 Global Customer Experience Thought Leaders and Influencers of 2020. Adam Toporek – Customer Service Expert, Keynote Speaker, Trainer, Strategic Advisor . Annette Franz – Customer Experience Consultant, Keynote Speaker, Author . LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Kustomer

JANUARY 14, 2021

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. Tips for Relating With The Customer. Reactive Vs. Proactive Customer Service. TRANSCRIPT.

Omni-Channel 81

Omni-Channel How To Multi-Channel Contact Center 81

NobelBiz

FEBRUARY 21, 2023

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.

Call Center 52

Call Center Effort Score Net Promoter Score Consumers 52

NobelBiz

FEBRUARY 15, 2023

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.

Call Center 52

Call Center Effort Score Net Promoter Score Consumers 52

BlueOcean

DECEMBER 10, 2019

The True Cost of Losing a Customer. Did you know it can cost five times as much to acquire new customers versus retaining existing ones? That’s why calculating lifetime customer value is key to understanding the impact of customer service. How to Engage Gen Z in the Contact Center.

Contact Center 31

Contact Center Customer Service Infographics Trends 31

Avaya

JUNE 18, 2018

Each customer relationship starts with a single interaction and lasts the entire customer journey, and that journey could last decades. Each interaction is critical and contributes to the overall lifetime customer experience that drives engagement, value and loyalty. Enhance Your Quality Assurance Program.

Contact Center 40

Contact Center Analytics Competitive Advantage Call Recording 40