BlueOcean

MARCH 24, 2022

When it comes to complex B2C customer care, the customer is anything but a faceless number in a sea of consumers. B2C brands had their worlds turned upside down by the pandemic, but what does complex customer care look like now things are leveling out? Shifting Customer Expectations. We’re in this together.

B2C 156

B2C Customer Care Contact Center First Call Resolution 156

BlueOcean

MAY 5, 2023

We’ve said it before and we’re not afraid to repeat it until the cows come home: using a boilerplate RFP in the process to find a new customer care outsourcer is a quick road to failure. You’re looking for a strategic partner who will interface with your customers day in and day out. That requires a custom RFP.

Customer Care 156

Customer Care Contact Center Comparison Government 156

BlueOcean

NOVEMBER 11, 2020

For companies who outsource (or are thinking about outsourcing) their customer care, there is simultaneously a large degree of uncertainty and urgency. Change at an already tumultuous time is risky, but the need to serve your customers well is critical. Get your copy now. Just fill out the form. Just fill out the form.

eBook 266

eBook Customer Care Resources Customers 266

Interactions

APRIL 16, 2024

How Can the Bar be Raised to Surpass Customer Expectations? A dedication to understanding your customers ensures that every interaction is personalized and purposeful, alleviating the pain of lengthy wait times and ensuring each conversation is met with effective, personalized assistance.

Customer Care 62

Customer Care Self Service Omni-Channel Metrics 62

Steve DiGioia

JULY 23, 2020

The other day I heard some people complaining about poor customer service. One person complained that the store’s workers spent too much time talking to each other and seemed to not care that she was waiting in line. Talk about “customer care”, huh? Customers don’t care about our needs or our problems.

Customer Care 195

Customer Care Tips Poor Customer Service Customers 195

BlueOcean

JANUARY 20, 2023

If you’re faced with the decision to find a new customer care outsourcer in the post-pandemic era, now’s the time to dive in. And second, there’s no doubt that the pandemic and the social justice movement have evolved what you need from a customer service provider – and your RFP should reflect that. Hourly staff?

Contact Center 156

Contact Center Customer Care Comparison Culture 156

Bill Quiseng

JANUARY 3, 2022

Is customer service the frontline? Are we called to duty on the frontline battling customers? So shouldn’t customer service be customer care? We are the Customer CARE team. We CARE for each member of our team: We COMMUNICATE with each other. We ENRICH the lives of every customer.

Customer Care 200

Customer Care Customer Service Culture Customers 200

GetFeedback

MAY 19, 2021

An overview of customer care the role it plays in the overall customer experience.

Customer Care 221

Customer Care Customer Service Customers Customer Experience 221

BlueOcean

JUNE 10, 2021

Today we look at how this last consideration applies to the way companies are investing in customer care. We’re well into 2021, and the good news is that, so far, just over half (52%) of companies around the world are expecting and experiencing a moderate or sharp increase in their customer care budgets.

Customer Care 156

Customer Care Contact Center Omni-Channel Resources 156

CSM Magazine

APRIL 16, 2024

Customer service can go a very long way for a lot of businesses. Many industries are built on their reliance to provide the best customer service possible, with retailers and people-facing businesses often placing a huge emphasis on it. Indeed, a happier customer will more than likely equal a more positive interaction.

Customer Care 52

Customer Care Communication Industry Retail 52

Bill Quiseng

JANUARY 11, 2023

Customers who are dissatisfied with your service rant about their no class experience to others. Customers who are satisfied with your service feel that their experience is good, not better, just average. And satisfied customers won’t come back when they find something better or less expensive. Serve to CARE.

Customer Care 88

Customer Care Marketing Social Media Advertising 88

Bill Quiseng

MARCH 30, 2022

We don’t offer customer service training. And the job of employees is to serve to satisfy the customer. In the end, training instructs students on how to TAKE CARE of the customer. In the end, training instructs students on how to TAKE CARE of the customer. Instead, enroll in Customer CARE University.

Customer Care 78

Customer Care Training Customer Service Training Interaction 78

CSM Magazine

SEPTEMBER 6, 2023

If you have, you would know that dealing with frustrated and angry customers is part of the job. Websites have been great for this and have replaced a lot of work that customer care agents previously handled. Unfortunately, a lot of customer support gets outsourced, and finding someone who can actually help is tough.

Customer Care 98

Customer Care Call Center Customer Service Representative Chatbots 98

BlueOcean

JULY 12, 2018

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. The Role of Chatbots in Customer Care. “

Customer Care 185

Customer Care Trends Contact Center Chatbots 185

BlueOcean

AUGUST 27, 2020

And, of course, your company’s plan to launch a new outsourced customer care program. Your customers are already struggling with the times, and now you’re thinking about overhauling the customer care process? Check out these articles: 60 Customer Care RFP Questions for the Contact Center of 2020.

Customer Care 156

Customer Care Contact Center Sports Case Study 156

NICE inContact

JANUARY 24, 2018

Cloud contact center deployments that began in customer care may have been extended to other business areas. Two topics come to mind: participating fully in corporate digital transformation initiatives and investigating uses of artificial intelligence in customer care. Digital Transformation.

Customer Care 186

Customer Care Self Service Contact Center Chatbots 186

BlueOcean

AUGUST 6, 2020

You may have pushed pause on your decision to find a new customer care outsourcer, but now’s the time to dive back in. And second, there’s no doubt that the pandemic and the social justice movement has evolved what you need from a customer service provider – and your RFP should reflect that. Hourly staff? Agent Profile.

Contact Center 156

Contact Center Customer Care Comparison Culture 156

My Customer

MARCH 24, 2022

TWhen it comes to complex B2C customer care, the customer is anything but a faceless number in a sea of consumers. These are real people. 24th Mar 2022. By BlueOceanContactCenters.

B2C 98

B2C Customer Care Consumers Customers 98

NICE inContact

SEPTEMBER 5, 2019

Advances in Artificial Intelligence (AI), conversational chatbots , self-service and digital channels all contribute to an improved customer experience – but what kind of risks come with adopting AI? The post Artificial Intelligence is Transforming Customer Care appeared first on NICE inContact Blog.

Customer Care 137

Customer Care Contact Center Software Self Service Contact Center 137

BlueOcean

OCTOBER 6, 2020

For clients with complex care scenarios – whether that is enterprise customer success management or providing critical support direct to consumers – change is never taken lightly. Are you still in regular contact with your partner’s leadership team and do you still trust them to deliver excellence for your customers?

Customer Care 156

Customer Care Contact Center Effort Score Net Promoter Score 156

BlueOcean

JANUARY 9, 2018

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. What Does AI Customer Service Look Like?

Omni-Channel 191

Omni-Channel Customer Care Contact Center Case Study 191

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

Bill Quiseng

MAY 17, 2023

Customers pay for their experience, not your product or service. Customers seek the best emotional value in their experience, not your logically reasonable price, product, or service. The value to your customers is in their personal interactions, not your “cash or credit” business transactions. Human to Human.

Metrics 88

Metrics Customer Care NPS Loyalty 88

Bill Quiseng

FEBRUARY 22, 2022

Listening to the sweet cha-ching sound of profits, these traditionalists do not hear their grumbling employees and complaining customers many hierarchical rungs below. Even if the traditionalists could hear, they would wear noise-canceling headphones, oblivious to the employees’ concerns and customer complaints. John DiJulius.

Customer Care 97

Customer Care Culture Employee Experience Customers 97

GlowTouch

JUNE 21, 2021

Customer Care. Communicate with your customers through their preferred channel: chat, voice/IVR, email, social media, SMS, Facebook Messenger, in-app messaging, and web self-service. . Remote work and remote customer service agents. We can also create customized solutions to meet your needs. Work-from-Home.

Customer Care 52

Customer Care Self Service First Call Resolution Social Media 52

BlueOcean

MAY 11, 2020

Situation: You’re tasked with choosing a new outsourced partner for your organization’s customer care program. Did the pandemic expose cracks in your current customer care solution, whether that is in-house or outsourced? To save precious time, you can start with a solid RFP template for customer care solutions.

Customer Care 156

Customer Care Travel Contact Center Effort Score 156

BlueOcean

DECEMBER 8, 2020

The Results: Despite the pandemic and related lockdown orders, we launched this new customer care program on time, in April 2020 (cue the fireworks!). The post How a Major US-Based Sports Association Launched a New Customer Care Program in the Middle of a Pandemic appeared first on Blue Ocean.

Sports 156

Sports Customer Care Case Study Study 156

Knowmax

AUGUST 13, 2023

Check out the 60+ customer care scripts for call center agents written by industry experts with more than 10 years of CX experience.

Customer Care 52

Customer Care Call Center Industry Customers 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.

Healthcare 52

Healthcare Customer Care Omni-Channel Self Service 52

Kayako

APRIL 11, 2017

She will guide you through why customer care is so important and how teams can feel empowered to help their customers. You love doing everything that you can for your customers. Customers can make crazy requests. Sometimes their request is out of reach of what you can actually do for your customer.

Customer Care 192

Customer Care Culture Customer Service Representative Customers 192

Helpware

MAY 3, 2022

The benefits of a well-structured customer care plan are essential as they assist in retaining customers and creating loyal brand ambassadors, both of which are essential to the long-term success of your business. The survival rate of small businesses is approximately 50% at the five-year mark.

Customer Care 77

Customer Care How To Customers Brands 77

BlueOcean

MAY 11, 2020

Situation: You’re tasked with choosing a new outsourced partner for your organization’s customer care program. Did the pandemic expose cracks in your current customer care solution, whether that is in-house or outsourced? To save precious time, you can start with a solid RFP template for customer care solutions.

Customer Care 156

Customer Care Travel Contact Center Effort Score 156

Customercount

APRIL 16, 2020

Proper customer care will produce referrals, increase traffic and cause money to flow. The post Why you should care about customer care appeared first on CustomerCount. It minimizes complaints and creates efficiencies. So why the resistance amongst business managers today?

Customer Care 76

Customer Care Customers Management Customer Satisfaction 76