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

InMoment XI

OCTOBER 5, 2023

A lot of customer experiences hinge on your contact center’s effectiveness, which is why it’s important to ensure it’s a resource your customers find helpful, professional, and expedient. However, building an effective, consistent contact center experiences can be overwhelming.

Contact Center 486

Contact Center Self Service How To Call Center 486

Zeisler Consulting

NOVEMBER 8, 2023

Here, define CS as Customer Support, Customer Service, Customer Success, or Customer Care (that last one is actually CC, but you get the drift). But what if, understanding that, someone is in CS (and here, CS means all those things…contact center, Customer Care, etc.) But how to break though?

How To 93

How To Contact Center Customer Care Customer Success 93

BlueOcean

APRIL 15, 2019

Finally, in the rare case that we interact with a customer whose expectations go beyond the realm of possibility, we flag the contact for review with our client. You can’t expect someone to have the skills to handle challenging customers if they don’t know how well they’re doing or where they need improvement on regular interactions.

Customer Care 189

Customer Care Social Media Contact Center Poor Customer Service 189

BlueOcean

OCTOBER 17, 2023

With that said, how do you ensure your outsourced customer care partners or potential partners are holding themselves accountable to robust ESG standards? The post ESG and the RFP: How to Assess Your Outsourcer’s ESG Efforts appeared first on Blue Ocean. Let’s chat more about your outsourcing requirements.

How To 177

How To Government Guidelines Effort Score 177

BlueOcean

MAY 11, 2020

Situation: You’re tasked with choosing a new outsourced partner for your organization’s customer care program. If you have shelved your 2020 RFP plans for now, this is the time to reassess priorities for any potential new partnership and determine how to bake those new priorities into your RFP when you do go to market.

Customer Care 156

Customer Care Travel Contact Center Effort Score 156

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. When a customer does ask for something you really can’t help with, what’s the best way to respond? How to teach customer care.

Customer Care 192

Customer Care Culture Customer Service Representative Customers 192

CSM Magazine

JANUARY 25, 2022

While we can’t wave a magic wand and make uncontrollable things within our control, there are some practical steps we can take to achieve our big goals for customer care this year. Care and Consideration. If you’re reading this well beyond the start of the year, no worries.

Customer Care 52

Customer Care How To Comparison Consulting 52

BlueOcean

MAY 11, 2020

Situation: You’re tasked with choosing a new outsourced partner for your organization’s customer care program. If you have shelved your 2020 RFP plans for now, this is the time to reassess priorities for any potential new partnership and determine how to bake those new priorities into your RFP when you do go to market.

Customer Care 156

Customer Care Travel Contact Center Effort Score 156

Steve DiGioia

MARCH 8, 2021

Today’s post tells you how to stop giving customer service like a useless scarecrow. 3 Examples of Scarecrow Customer Service. These employees have no idea how to act when things go astray and have even less motivation to improve. RELATED POST: 6 Customer Service Facts For Every Business. That’s understandable.

Customer Service 204

Customer Service How To Policies Training 204

BlueOcean

JULY 5, 2016

If the call to customer care is a dreaded and distasteful last resort, how do we adapt and improve the experience? And the next obvious question is: how does social media impact our practices? The Facts About Social Customer Care. 60% of customers expect companies to respond within the hour.

Customer Care 120

Customer Care Social Media Contact Center Entertainment 120

The DiJulius Group

FEBRUARY 21, 2024

They dissect the revolutionary integration of generative AI in customer service, a journey through the lifecycle of crafting a robust customer care initiative. Read Full Article The post 144: How to Use Generative AI to Improve Your CX appeared first on The DiJulius Group. Shanif’s.

How To 64

How To Customer Care Groups Connections 64

Experience Investigators by 360Connext

JANUARY 23, 2015

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. Social customer care is going to be with us forever. What about you? 30, January 2015.

Customer Care 110

Customer Care Social Media Marketing Conference 110

Avaya

SEPTEMBER 19, 2018

Sheila McGee-Smith is a leading communications industry analyst and strategic consultant with a proven track record in new product development, competitive assessment, market research, and sales strategies for customer care solutions and services. More online activity—improved customer access to digital interaction channels.

Customer Care 94

Customer Care Contact Center Government Healthcare 94

Helpware

OCTOBER 24, 2023

B2B customer service is a vital element in the business world. This form of customer care focuses on catering to the needs, challenges, and expectations of businesses that serve other businesses.

B2B 95

B2B Customer Service How To Customer Care 95

GetFeedback

JANUARY 14, 2019

When you’re scaling your customer service team. On a small team, members may have institutional knowledge about how to support customers. All team members need to be up to speed on how to interact with customers. When it comes time to release a new product or feature, naturally customers will have questions.

Customer Service 207

Customer Service How To Knowledge Base Guidelines 207

BirdEye

SEPTEMBER 29, 2023

This blog post uncovers everything you need to know about buyer personas and how to create the right one to help your business grow. How to create a buyer persona Examples of buyer personas FAQs about buyer personas Understand your audience with Birdeye What is a buyer’s persona? Table of contents What is a buyer’s persona?

How To 110

How To Insurance Social Media Multi-Channel 110

BirdEye

NOVEMBER 27, 2023

Every customer is a difficult customer at one time or another. And while it may be hard for a business to admit, difficult customers often offer insight into a company’s shortcomings. Below is a complete guide to help you pinpoint the types of customers you’re dealing with. Watch the Free Demo Now.

Examples 109

Examples Tips How To Social Media 109

Interactions

JULY 29, 2021

Read our ebook Blueprint of the Modern Consumer for more survey results and tips on how to meet today’s consumer expectations around CX. The post Customer Care Today: The top 4 things consumers want you to know appeared first on Interactions.

Customer Care 71

Customer Care Consumers Self Service Poor Customer Service 71

BlueOcean

MARCH 14, 2024

Are you well positioned to integrate AI into your customer care? What does it really look like to source a strategic partnership with an outsourced customer care provider? But outsourcing your customer care partner isn’t a common procurement event. Do you have to scale for rapid growth or seasonal volume?

Contact Center 177

Contact Center Resources Hospitality Customer Care 177

BlueOcean

OCTOBER 17, 2019

Outsourcing your customer care to a new vendor – or for the first time entirely – is a decision that has a direct impact on your brand. The post How to Shortlist Potential Contact Center Partners appeared first on Blue Ocean. Ideally, there will be a unanimous answer among your team. Grab your copy today.

Contact Center 149

Contact Center How To Effort Score Comparison 149

BlueOcean

SEPTEMBER 30, 2019

Higher call volumes leading to longer wait times for your customers and higher stress for your agents? Maybe it’s time to consider the benefits of outsourcing some or all of that customer care volume. Curious how other companies have overcome their contact center growing pains? Looking for real-life examples?

Contact Center 149

Contact Center How To Self Service Omni-Channel 149

Blake Morgan

APRIL 19, 2022

Among the industries known for low customer service and satisfaction is utility companies. . For decades, utility companies have operated in heavily regulated markets where customers can’t choose their provider. As a result, customer experience and customer care are low (or non-existent) priorities for many utilities. .

Company 64

Company How To Contact Center Customer Care 64

Win the Customer

NOVEMBER 25, 2019

In today’s competitive marketplace, customer care isn’t merely an add on, it’s become an integral part of most business strategies. Entrepreneurs understand that high-quality customer care drives profits, increases customer satisfaction, and helps to secure and retain happy customers. .

Connections 111

Connections How To System Customer Care 111

Win the Customer

DECEMBER 25, 2019

Social media sites have evolved from simply personal sharing portals to communication platforms that can enable organizations to deliver enhanced customer care and customer relationship development not typically capable in traditional customer service channels. YoY increase in customer retention.

Customer Service 115

Customer Service Social Media Multi-Channel How To 115

BlueOcean

JANUARY 27, 2020

And when these things happen, it’s much more likely that your customer care solution is going to drive the outcomes your brand is built on. The post How to Determine Cultural Alignment in Your Outsourced Contact Center appeared first on Blue Ocean. We’d love to chat with you more about this topic. Got 15 minutes?

Contact Center 177

Contact Center Culture How To Leadership 177

Advantage Communications

NOVEMBER 16, 2021

Outsourcing a major part of your business is never an easy decision, but when it comes down to something as important as your customer service strategy , it’s generally the right one.

Contact Center 98

Contact Center How To Customer Service Strategies Customer Care 98

BlueOcean

JANUARY 30, 2024

In an outsourced customer care model, you may choose to operate on a transactional or per minute basis. This table gives a quick snapshot of how to calculate costs when considering an outsourced customer service solution. In those models, you’re not on the hook for agent time spent in ready , or in the coffee room.

Contact Center 296

Contact Center Call Center Comparison Customer Care 296

Playvox

APRIL 21, 2023

For example, A 2022 stud y by ICMI showed that while 63% of contact centers offer customer service by email, only 41% were monitoring it for quality. Thirty percent (30%) offer social media customer care, but only 14% are checking on quality there.

Omni-Channel 95

Omni-Channel Self Service Customer Experience Contact Center 95

Comm100

DECEMBER 19, 2017

For example, Juliet is 26 years old, does her shopping online through her phone and uses the live chat feature for customer support, while 44-year-old John collects coupons from his mailing list to shop at your store, and prefers physically visiting your customer care desk. Download Now.

Strategy 287

Strategy Customer Experience How To Customer Journeys 287

Think Customers

MARCH 28, 2022

Individuals who are looking for a remote work environment with flexible hours are increasingly joining customer care, back office, growth services, data annotation, and content moderation teams. Here’s how to engage and motivate a gigCX workforce that delivers exceptional results. Other tips and best practices include: 1.

How To 105

How To Policies Tips Contact Center 105

Customer Bliss

JUNE 26, 2019

Unlike many of our dashboards which have 3-point type, so we can cram more and more into our dashboards, they simply have two metrics that their customers care about—number 1—Do you have what I want and need? Amazon Prime has two key metrics. And—number 2—will you get it to me when I need it?

How To 201

How To Video Course Metrics 201

Bill Quiseng

NOVEMBER 15, 2023

In the last two weeks, I explained the first and second QUI TAKEAWAYS: CX versus CXM, and customer service versus customer CARE. This week, I will explain the third QUI TAKEAWAY: customer service training versus customer CARE education. QUI TAKEAWAY: Don’t offer customer service training.

Customer Service Training 97

Customer Service Training Customer Care Training Social Media 97

Comm100

DECEMBER 14, 2017

Also, will customers stop calling customer care and use self-help tools instead? Customer retention should also be a business metric for measuring ROI. Customer Experience Metrics. The post How to Use Continuous Improvement Strategies for Customer Experience Improvement appeared first on Comm100.

Strategy 226

Strategy Customer Experience How To Effort Score 226

Blake Morgan

JUNE 21, 2022

For potential CampusLogic customers, Chumley often tied ROI to reducing costs and increasing financial aid completion rates—two metrics that are crucial for universities. Tying ROI to metrics that customers care about makes ROI more impactful. Chumley says the key to a successful ROI model is to involve customers.

ROI 59

ROI How To Metrics Financial 59