The 3 Hottest Trends Impacting Outsourced Customer Care

BlueOcean

The only constant in the customer care world is change, and if you don’t keep up, you’ll be left behind. That’s why we’ve compiled these must-read articles to keep you updated and give you some food for thought as you think about the future of your outsourced customer care.

Why You’d Better Care About Social Customer Care - Frank Reactions

Tema Frank

Social Customer Care is Scary, But Inevitable. Companies that try to ignore what customers are saying online are doomed. Social customer care is now at least as important as a call center. How Social Customer Care Can Help Your Business.

Social Customer Care: What Every Marketer Needs to Know

360Connext

We get asked a lot about how to help customers in the 24/7 always-connected world we live in. Customers turn to social media to get questions answered quickly, report issues about products, praise great service and much more. It’s easy to “set up” a social media presence for customers and then just sort of forget to maintain it. Social customer care is going to be with us forever. Are you ready to engage with customers on social media?

AI and Customer Care: The Future is Here

BlueOcean

Long gone are the days when customers almost expected to experience IVR hell and would pretty much tolerate jaw-dropping wait times. IBM reports that by 2020 – that’s just two years away – 85% of all customer service interactions will occur without a human agent.

3 Important Things A Chatbot Can’t Do (But an IVA Can)

Chatbot As brands continue to focus on improving the customer. experience, incorporating automation into customer. Your customers’ time is valuable—and they want you to. Increasingly, customers are the ones determining which. Customers can speak in their own words.

The Customer Care, Success, and Experience Continuum

Andrew Mcfarland

When asked to explain the difference between customer care, success, and experience I explain my perspective in terms of a continuum. Customer care (or service) relates to a company’s ability to respond appropriately to customer inquiries. When a customer raises. Customer Experience What Is Customer Service? Continuum Customer Care Customer Success

3 Most Important Ingredients of Social Customer Care

Provide Support

Most important ingredients of social customer care. Today probably every business is sufficiently aware of the importance of social media for customer service.

The 7 Essential Differences Between Simply Responding to Customers and Providing True Customer Service

C3Centricity

It describes one recent personal example of disinterested client support, from which I have drawn seven learnings for everyone wanting to deliver true customer service. A longer post than usual this week, but one that will make you smile, if not laugh out loud!

When and How to Develop Customer Service Material

GetFeedback

As a customer service leader, you want to make sure your audience is supported at all times. Customers should have access to the information they need–whether it’s from a member of your team or from a robust knowledge base. When to develop customer service material.

How To 208

You Can Absolutely Ignore Social Customer Care

The Upsell

Is social customer care important to you? Recently, customer service king o’kings Shep Hyken, visited Social Media Marketing World in San Diego to speak on the customer experience and its changing nature.

Artificial Intelligence and the Customer Experience

AI+CXArtificial Intelligence and the Customer ExperienceHow comfortable are consumers interacting with AI for customer service? their customers. And in the world of customer care, getting. customers get things done quicker and easier.

What Consumer Goods Companies Can Learn From Healthcare. 7 Lessons of Customer Service Excellence

C3Centricity

I was recently in a clinic for surgery and was surprised by how customer (patient) centric they are. I remind my clients that exceptional customer service examples can come from anywhere! So here are my seven learnings about customer service excellence: 1.

Leaving Customer Care up to Customers? They don’t care!

One Millimeter Mindset

Your customers do not care whether you make your quarterly numbers or fulfill your organization’s KPIs. Why should they care about you, and your issues? And besides, your customers do not care about creating tremendous customer experiences… for you.

What’s the State of Social Customer Care in 2016?

BlueOcean

In our world, it’s a little bit soul crushing to know that one third of people in the US would choose to clean a toilet over talking with customer service. If the call to customer care is a dreaded and distasteful last resort, how do we adapt and improve the experience?

How to hire the right social customer care agents

NewVoiceMedia

No social customer care program can be successful without the right people interacting with your customers and prospects. The patience, empathy, compassion and friendliness that a Customer Service agent must possess to be successful are extremely difficult to teach.

Are You Ready for the Future of Customer Service?

BlueOcean

Did you know that 32% of customers worldwide will quit doing business with a brand – even if they love it – because of just one bad experience? This statistic from a PwC survey is an eye-opener for any organization that interfaces with customers on a regular basis.

Moving from Customer Service to Customer Care in the Age of Customer Experience

Win the Customer

When you show customer care, you’re proactive, you listen and understand customers, then deliver on needs before they even ask for it. Communication Customer Experience Customer Service

IMP Customer Care Becomes Blue Ocean Contact Centers

BlueOcean

IMP Customer Care, a bilingual outsourced contact center with roots in Bathurst, is transitioning to the Blue Ocean Contact Centers brand. The transition will be seamless as the leadership and customer care team will remain in place under the Blue Ocean brand.

New Report: The ROI Of Agile Customer Care: Reduce Training and Easy To Add Channels

Natalie Petouhof

This new report looks at the importance of agile customer care. What exactly does agile customer care and agile customer experience mean? Traditional Customer Care Solutions Require Resources from IT and Result in Low Agent Productivity and ROI.

ROI 70

Getting More Referrals = Letting People Your Customers Care About Know About Brands That Care About Them

Michelli Experience

I also suggested that from my vantage point the Net Promoter Score® (which is calculated using a single question about likelihood to recommend) has greater predictive value for customer loyalty (return business and future spend) than it does about advocacy (referrals). Also in last week’s blog , I indicated that customers have a variety of reasons why they don’t recommend brands even though they are otherwise loyal (e.g.

Is it Time for a Customer Service Facelift?

Who's Your Gladys?

Could your service use a facelift? Only your customers know for sure. Customer Relationship Management Customer Service internal customer Marilyn Suttle customer care Customer Service Articles customer service culture Customer Service Trainers

What’s the State of Work-at-Home in Customer Care in 2017?

BlueOcean

They had been outsourcing their customer service to a call center with a predominantly “work-at-home” (WAH) model and one of the first questions they asked us was about work-at-home agents. The post What’s the State of Work-at-Home in Customer Care in 2017?

How to hire the right social customer care agents

NewVoiceMedia

No social customer care program can be successful without the right people interacting with your customers and prospects. The hiring of the front-line social care staff should be thoughtful, strategic and intentional, as it will set up the rest of the program to be able to scale in the future. The patience, empathy, compassion and friendliness that a Customer Service agent must possess to be successful are extremely difficult to teach.

Customer Service Morale: 5 Key Leadership Steps | #CustServ #NCSW18

Kate Nasser

Leaders, managers, and team leaders, lead customer service morale w/ these 5 steps from Kate Nasser, The People Skills Coach, author of new book, Leading Morale. Happy National Customer Service Week!

5 Tips to Improve your Customer Care Service

Call Center Pros

For both the new and well-established businesses, it is essential to deliver high-level customer service. If the clients are happy with your support service, they will refer you to the friends and family. Hence, you should pay particular attention to improve your Customer Care Service. Following are the 5 most helpful tips for enhancing the functional efficiency of your customer support team. Identify the needs of customers.

24-Hour Customer Service Solutions for Those who Need to Sleep

360Connext

Customer service. The customers acted. The post 24-Hour Customer Service Solutions for Those who Need to Sleep appeared first on Customer Experience Consulting. It used to be a specific thing.

11 Customer Service Metrics to Start Measuring

GetFeedback

Customer service has long been an area of focus for marketers and support specialists. After all, 67% of consumers list bad customer experience as one of the primary reasons for churning and 39% of consumers avoid vendors for over 2 years after having a negative experience.

Social Customer Care Cannot Be Ignored

ShepHyken

So, what does a social media marketing conference have to do with customer service? It’s been said that customer service is the new marketing. If that is true – and it is – then social media customer service is the updated version of that.

Five Steps to Strategically Choose AI For Customer Service

Natalie Petouhof

Tweet AI and customer service; it’s a hot topic! But when I talk to customers, they say, “ I get there’s something to AI and customer service, but how do I deliver business results and value with AI? ” If you are wondering how AI can move the needle on the metrics you get measured on every day, below is a short guide on how to get the best business results when considering AI as part of your Customer Service strategy.

ROI 83

The Evolution of Self-Serve Customer Service

BlueOcean

That day inevitably coincides with the renewed urgency of the task you’ve been procrastinating over: calling customer service to fix your computer/check your warranty/renew your membership/reset your password. Their customers hold times were reduced.

10 Simple Tips to Improve Customer Care In Just 1 Day

Win the Customer

Customer care is one of the most important aspects of growing a successful business. Here are 10 tips and tools you should utilise to improve customer care. Call Center Culture Customer Service

Getting More Referrals = Letting People Your Customers Care About Know About Brands That Care About Them

Michelli Experience

I also suggested that from my vantage point the Net Promoter Score® (which is calculated using a single question about likelihood to recommend) has greater predictive value for customer loyalty (return business and future spend) than it does about advocacy (referrals). Also in last week’s blog , I indicated that customers have a variety of reasons why they don’t recommend brands even though they are otherwise loyal (e.g.

Use Empathy To Strengthen Your Customer Care

Nimble

Customer Focus Nimble Tips Social Business #CustServ Customer Experience Customer Service CXYou’re waiting in line at a clothing store.

What T-Mobile's New Strategy Gets Right about Customer Service

Help.com

Industry research shows that 90% of customers don’t like talking to interactive voice menus , which is a nearly universal experience in corporate customer service. Customer Service Customer Experience CX Insights Support

Live Chat Software Mistakes to Avoid for Customer Service Success - Frank Reactions

Tema Frank

To be fair,… The post Live Chat Software Mistakes to Avoid for Customer Service Success appeared first on Frank Reactions. Blog Customer Service / Customer Experience Retail Sales chat customer care live chatLive chat these days, whether AI-enabled or not, is kind of where the Internet was in 2000. Everyone thinks they’ve got to be there (and they are right!), but few do it really well.

Making the Right Investments in Customer Care

Think Customers

Periodically, a big brand will announce plans to invest millions of dollars in its customer service activities. Improving customer service isn't simply about throwing money at the problem or adding agents. Customer Engagement Customer Experience Customer Loyalty Customer Service Customer Strategy Data Analytics Emerging Trends Employee Engagement contact center preparedness customer experience programs customer service strategy

Is Your Social Customer Service Already Stellar?

BlueOcean

If you answered “no, our social customer care is most definitely not kicking ass” – don’t worry, you’ve come to the right place. We’ve curated five thought-provoking blogs that will help you get on the path to best-in-class social customer care. Service.

A Doctor’s Prescription for Good Customer Service

ShepHyken

This reminds us that having a good system with good people who understand how to take care of their customers is the backbone of a good service experience. The guest or customer wins because of the great service. Here’s another great story we can learn from.

Customer Service Transparency: Remove the Shadow of Fine Print! #custserv

Kate Nasser

Sales & customer service transparency impresses w/ integrity & builds priceless trust. Remove the fine print or lose customers. The post Customer Service Transparency: Remove the Shadow of Fine Print!

These Everyday Customer Service Actions Produce Consequential Results

Kate Nasser

Excellent customer service isn't single wows. It's everyday customer service actions creating trusted brand & great results. The post These Everyday Customer Service Actions Produce Consequential Results appeared first on KateNasser.com.