Chasing Unicorns: Is It Possible to Have a Strategic Partnership with Your Contact Center?


True or false: your outsourced contact center provider is just another vendor. Attempting to establish a strategic partnership with your contact center is like chasing a unicorn. Cost reduction cannot be a primary driver behind the way your contact center does business.

Measuring Customer Service Performance: Lifetime Customer Value

CSM Magazine

Don’t we all wish that customers came with a lifetime guarantee? In that perfect world, customer retention would be at 100% and customer turnover would be zero. Can Any One Contact Center KPI Boost Customer Lifespan? Customer Effort Score (CES).

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The True Cost of Losing a Customer


One negative customer experience may seem like a drop in the ocean of all your customer interactions, but it’s never that simple. But if that interaction also results in a negative experience, the customer support experience can become the straw that breaks the camel’s back.

Are You Using 1999 Metrics to Measure 2019 Customer Care?


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.

4 Ways To Preserve Customer Loyalty When Call Volume Spikes [SlideShare]


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. Customer Service Outsourcing Lifetime Customer Value

Three Ways to Get More Value from Your Workforce Optimization Platform


The most significant change is that the customer experience is now a key driver of your brand. Each customer relationship starts with a single interaction and lasts the entire customer journey, and that journey could last decades. Leverage Data from Customer Interactions.

Happy Holidays from Blue Ocean


Before you head out of the office for the holidays to grab your mug of eggnog, we want to take a minute to reflect on some of the hottest talking points of the year in the contact center world. Lifetime Customer Value: Measuring Customer Service Performance.

7 Ways Customer Service Can Support Sales

Tricia Morris

If your brand focuses on consistent and authentic customer service and engagement both before and after the sale, a one-time customer can become a lifetime customer who also creates additional customers. Here are seven ways customer service helps support sales: .

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