InMoment XI

JANUARY 4, 2024

Why is the Retail Customer Experience Important The retail customer experience has become increasingly significant in the success and sustainability of any business operating in the modern marketplace. Consumers can quickly become lifetime customers and brand advocates when they have continuous positive experiences with a brand.

Retail 260

Retail Customer Experience Effort Score Social Media 260

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

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

BlueOcean

DECEMBER 22, 2015

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. With customer service channels in constant movement, what will be the impact on the phone channel? Read more > 2. Read more > 3.

Self Service 120

Self Service Contact Center Comparison Call Center 120

Bold360

MARCH 20, 2020

At the same time, they are having to address evolving customer expectations, digital transformation, multiple online channels, and emerging CX capabilities enabled by mobile apps, chatbots, social media messaging, and more. It takes more than one or two interactions to convert today’s customers into loyal buyers.

Self Service 72

Self Service Customer Engagement Engagement Strategy 72

Tricia Morris

MAY 26, 2015

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. New Customers from Engagement. Customer Retention through Action on Feedback.

Sales 40

Sales Customer Service Poor Customer Service Social Media 40

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. How do we use that data to improve the customer experience?

Metrics 219

Metrics Customer Care Measurement Contact Center 219