BlueOcean

JUNE 10, 2021

Today we look at how this last consideration applies to the way companies are investing in customer care. But equally common, depending on the industry, were spikes in volume, requiring immediate and significant investments in extra resources. Read on to discover our perspective and insights. But that data is a little deceptive.

Customer Care 156

Customer Care Contact Center Omni-Channel Resources 156

CSM Magazine

FEBRUARY 17, 2022

As technologies and consumer expectations develop, the customer service landscape is evolving at an accelerated rate. Arguably, in 2021 the industry experienced a seismic shift. Customers (and companies) faced unprecedented problems causing query volumes to spike, which put huge pressure on customer service teams.

Trends 98

Trends Industry Customer Service Chatbots 98

NICE inContact

JUNE 11, 2019

Every business is different, and so is every customer. But when it comes to the benefits of digital customer service, these seem to go across the board. Because of the nature of online retailers, many of these companies never actually come face-to-face with their customers. 2) Online Retailers.

Industry 136

Industry Self Service Customer Service Banking 136

CSM Magazine

DECEMBER 21, 2022

Some industries have higher turnover rates than others. For instance, some segments of the customer service industry have an attrition rate of 50%. This can negatively impact customer experience and affect a company’s bottom line. There are many factors that can affect the turnover rate. Empower Agents.

Industry 52

Industry Customer Service Customer Service Representative Culture 52

BlueOcean

JANUARY 9, 2018

IBM reports that by 2020 – that’s just two years away – 85% of all customer service interactions will occur without a human agent. Instead, in addition to self-serve customer service , the majority of interactions will be driven by AI technology. What Does AI Customer Service Look Like? Related Articles.

Omni-Channel 191

Omni-Channel Customer Care Contact Center Case Study 191

BlueOcean

OCTOBER 6, 2020

What Service Level Metrics Are Most Relevant to Your Business Now? Let’s face it: Contact center metrics that measure customer service as if it’s some kind of race (think Average Handle Time) are frankly table stakes. This is what relevant service level metrics look like in today’s customer care center.

Customer Care 156

Customer Care Contact Center Effort Score Net Promoter Score 156

CSM Magazine

APRIL 12, 2021

Healthcare isn’t only about giving aid to people in need of medical attention, but it’s also a part of the customer service industry. Thus, how you treat your patients will heavily influence the level of care you provide. Despite this, you must never treat your patients as pure customers.

Industry 98

Industry Customer Service Tips Healthcare 98

CSM Magazine

FEBRUARY 18, 2021

This is particularly true in the highly competitive home improvement industry. Whether you are selling metal exterior doors or distributing plumbing fixtures and fittings, taking care of your customer’s needs must be your number one priority. Here are 7 ways to provide perfect customer service in the home improvement industry.

Industry 98

Industry Customer Service Insurance Wait Times 98

CSM Magazine

MARCH 11, 2022

Customer care and support is an integral part of any business including the gambling industry. In this article, we will look at how you can gain competitive advantage by improving your service. The importance of customer care in the gambling industry. The working of customer care support.

Industry 52

Industry Customer Service Customer Care Competitive Advantage 52

CSM Magazine

DECEMBER 1, 2022

Customers of health-related products—such as over-the-counter medicines, dietary supplements, nutraceuticals, medical devices, wearables, and animal health products—typically have higher expectations of manufacturers than do users of other types of consumer products. Proactive outreach. Product recall support. Documentation of contacts.

Healthcare 52

Healthcare Customer Care Omni-Channel Self Service 52

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

APRIL 16, 2024

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

Contact Center 177

Contact Center Sports Effort Score Customer Care 177

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

ShepHyken

SEPTEMBER 22, 2023

This week, we feature an article by Prabhjot Singh at Knowmax , a company that empowers customer experience teams to improve engagement through AI-powered knowledge management. He talks about the trends that customer service and experience professionals can expect for the remaining months of 2023.

Self Service 61

Self Service Trends Customer Service Chatbots 61

Magellan Solutions

JULY 14, 2021

Other industries can outsource customer service and yield all of its benefits as well. When we talk about customer support outsourcing , most businesses will immediately think of big industries such as Information Technology and Finance. But lesser known and growing industries can also benefit from it.

Industry 52

Industry Customer Service Call Center Tourism 52

CSM Magazine

APRIL 22, 2024

Explore key trends in online gambling customer service, including AI integration, personalization, and enhanced security, shaping the future of player satisfaction and loyalty. This level of customization enhances the user experience, making it feel more engaging and tailored to individual tastes.

Customer Service 52

Customer Service User Experience Chatbots Touchpoint 52

CSM Magazine

JANUARY 17, 2022

As a customer service manager, you’ve got to be on top of your game to deliver solid results. From supervising employees, monitoring customer feedback to integrating new ways to retain existing customers, you wear a lot of hats on the job. Read further for the top trends in the customer service industry for 2022.

Trends 52

Trends Self Service Industry Customer Service 52

CSM Magazine

JANUARY 19, 2022

Is your customer care strategy prepared to meet the demands and overcome the challenges of 2022? Shifting Customer Expectations – Top Customer Care Trends for 2022’ features insights from senior leaders from Nationwide, PVH Corp & Hootsuite! Marlene Kolodziej, VP Centralized Services, Ricoh USA.

Customer Care 52

Customer Care Trends Hotels Customer Expectations 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

CSM Magazine

NOVEMBER 24, 2021

Reuters Events are excited to announce the final service & experience webinar of 2021: ‘Supercharging Customer Care: Optimizing Experiences to Drive Business Growth’ featuring senior leaders from EXPO2020, Hootsuite, Getaline Ecommerce & Customer Service Culture! Jad Hindy, SVP Marketing, EXPO2020.

Customer Care 52

Customer Care Customer Experience Ecommerce Culture 52

CSM Magazine

SEPTEMBER 23, 2021

Cochran, an online casino expert, explains how online casinos operate and how the poker industry’s customer service works. How Does Customer Service Work? Customer service strives to make the best use of business-to-customer relationships. Passionate towards their work and the industry.

Industry 52

Industry Customer Service e-support Software 52

COPC

JUNE 9, 2023

Artificial intelligence (AI) is rapidly transforming the customer experience (CX) industry, offering businesses new opportunities to enhance their operations. AI is Ideal for the CX Industry The CX industry is embracing custom AI solutions for compelling reasons, and it’s no surprise why.

Industry 116

Industry Customer Experience Analytics Training 116

Inbenta

NOVEMBER 9, 2021

Digital transformation has affected almost every industry, as organizations try to gain a competitive advantage and cater to changing customer demands. There is little surprise then that the new wave of digital banking is all about customer experience. . Free ebook: Automating Customer Service—A Complete Guide.

Chatbots 95

Chatbots Banking Customer Care Self Service 95

BlueOcean

JANUARY 21, 2020

Blue Ocean, a world leader in customer care solutions, was named a Finalist today in the “Customer Service Success – Technology Industries” category in the 14 th annual Stevie® Awards for Sales & Customer Service. Blue Ocean is an award-winning provider of innovative customer care solutions.

Customer Service 156

Customer Service Insurance Conference Customer Satisfaction 156

Win the Customer

DECEMBER 25, 2019

. “Social care” isn’t anything new, but providing effective multi-channel customer service that includes social care can be pose significant challenges for organizations big and small. Social service organizations see a 5.6% YoY increase in customer retention.

Customer Service 115

Customer Service Social Media Multi-Channel How To 115

CSM Magazine

SEPTEMBER 7, 2022

Learnship , the business language learning solution provider, announced the launch of Sprint Business Skills Customer Care today. The fast-paced, online learning solution helps customer service professionals acquire relevant English vocabulary to better communicate at work.

Customer Care 52

Customer Care Social Media Course Culture 52

Call Experts

APRIL 8, 2024

In business, exceptional call handling and customer service can set you apart from the competition. According to Forbes , customer service can mean the difference between a good customer experience and a bad one, directly impacting your bottom line. Active Listening: Start with attentive listening.

Customer Service 52

Customer Service Call Center Call Recording Customer Satisfaction 52

Russel Lolacher

APRIL 5, 2021

Ten years of leading a provincial government team in web services and social customer care has been a challenging and rewarding experience. Your audience wants to engage with you – conversations are happening about you and your industry, whether you are a part of them or not. Oh, it’s been amazing.

Customer Care 98

Customer Care Government Communication Engagement 98

Help.com

SEPTEMBER 6, 2018

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. Most people don’t have positive feelings about call centers.

Customer Service 133

Customer Service Strategy Call Center Customer Care 133

ShepHyken

JANUARY 28, 2024

Each week, I read many customer service and customer experience articles from various resources. What Can Disneyland Teach Us about the Customer Journey? The research evaluates The Alexander Group Customer Experience Index (CXI) of over 160 organizations across seven industries. Find out what we had to say!

Customer Service 66

Customer Service Customer Journeys Trends Study 66

Russel Lolacher

DECEMBER 20, 2021

A lot goes into providing social customer care during an emergency event considered a “once-in-500 year flood” As the team leading public engagement and digital communication for BC’s provincial transportation, it’s done with a process that prioritizes intentional effort, accessibility and empathy. Why It Works.

Customer Care 98

Customer Care Transportation Social Media Government 98

CSM Magazine

SEPTEMBER 11, 2023

It’s no secret that the online casino industry has skyrocketed in recent years, but what’s often overlooked is the exceptional digital customer service that backs this meteoric rise. Feedback and Reviews: The Pulse of User Satisfaction No longer satisfied with monologues, today’s customers want dialogues.

Customer Service 52

Customer Service Entertainment Hospitality Customer Service Representative 52

BlueOcean

MARCH 20, 2017

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? Looking to explore outsourced contact center solutions?

Customer Care 189

Customer Care Contact Center Call Center Average Handle Time 189

BlueOcean

OCTOBER 4, 2023

Customer saves are a key metric, and we outperformed the previous partner, with nearly ten years’ experience under their belt, right out of the gate, realizing a nearly 5% increase in retention during our first quarter in production. But what mix of live agents versus AI is best for your business? It’s our thing. So, of course, we’re biased.

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

GetFeedback

AUGUST 16, 2018

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. Customer Happiness Metrics.

Metrics 199

Metrics Measurement Net Promoter Score Customer Service 199

CSM Magazine

MARCH 27, 2023

However, fast-paced can mean different things for different industries. It typically refers to the rate of work in service occupations (like restaurants). Customer service Employees in customer service typically respond to inquiries from customers via email or phone and resolve issues.

Customer Service 52

Customer Service Advertising Exercises Healthcare 52

BlueOcean

FEBRUARY 25, 2019

Blue Ocean, a world-leader in customer care solutions, was awarded a Silver Stevie Award ® in the “Customer Service Team of the Year – Recovery Situation” category in the 13th annual Stevie Awards for Customer Service. This is Blue Ocean’s second Stevie Award. More than 700 executives from the U.S.A.

Customer Service 136

Customer Service Effort Score Contact Center Insurance 136