NICE inContact

SEPTEMBER 5, 2019

But first, be sure to review our latest 2019 NICE inContact CX Transformation Benchmark. The post Artificial Intelligence is Transforming Customer Care appeared first on NICE inContact Blog. For CX leaders seriously thinking about strategic investments, now is the time to lay the groundwork for AI.

Customer Care 137

Customer Care Contact Center Software Self Service Contact Center 137

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

Calabrio

AUGUST 7, 2019

Anyone working in the contact center industry knows Customer Contact Week (CCW) to be the end-all, be-all event for customer experience, contact center and customer care professionals. When ICCU—the number-one performing credit union in the U.S.

Contact Center 189

Contact Center Net Promoter Score Effort Score Gamification 189

ShepHyken

JULY 8, 2019

That’s why you need to know how to improve customer service using social media. My Comment: It’s been a while since I included an article about social customer care (social media customer service) in the Top Five Roundup. 10 Best Things about Customer Contact Week 2019! Make sure you’re there for them.

Customer Service 122

Customer Service Social Media Customer Experience Professionals Customer Care 122

BlueOcean

FEBRUARY 25, 2019

It’s a trend that has a significant impact on the customer care sector. There are very real service expectation differences between providing customer service to a one-off consumer versus a loyal member. Delivering kick-ass customer experience is our brand promise – and we can’t wait to show you. Let’s chat today.

Customer Experience 290

Customer Experience Effort Score Contact Center Customer Care 290

BlueOcean

NOVEMBER 25, 2019

As the holiday season unfolds, we wanted to share the amazing words of gratitude that flow every day from our clients’ customers to our agents. Below you’ll find the best customer service kudos of 2019 (so far!) with quotes directly from the mouths of customers we interact with. MVP Customer Kudos.

Examples 156

Examples Customer Service e-support Ecommerce 156

ShepHyken

JULY 22, 2019

(Smart Customer Service) The quickly evolving social media landscape has forced companies to work harder to maintain a positive customer experience, as 83 percent of people have higher digital customer service expectations than they did last year. 14 ways to deliver a great customer experience – and more.

Social Media 121

Social Media Customer Service Trends Tips 121

ShepHyken

JANUARY 28, 2019

While an excellent concept for customers, it is also appropriate for the colleagues you work with. Social media customer care best when humans and bots are at play by Tara Jones. Retail Customer Experience) Here are five considerations for a mindfully sound social care strategy. ” Get ready to smile!

Social Media 104

Social Media Customer Service Customer Care Insurance 104

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. The company won a Bronze Stevie in the same category in 2017.

Customer Service 136

Customer Service Effort Score Contact Center Insurance 136

ShepHyken

AUGUST 5, 2019

Love this line that in today’s digital world… “Your customers will experience less brick and more click.” The future is digital, but to get customers to emotionally connect, it still takes some human interaction. 7 Critical CRM Trends to Keep an Eye on in 2019 by Zachary Totah. Follow on Twitter: @Hyken.

Self Service 111

Self Service Customer Service CRM Infographics 111

ShepHyken

APRIL 1, 2019

A nice article featuring some of the most relevant trends and strategies happening in social customer care. How Customer Service Trends Are Changing in 2019: Highlights from the New State of Service Report by Sarah Patterson. This is a short summary with highlights of some of the most important trends.

Customer Service 104

Customer Service Social Media Chatbots Trends 104

C3Centricity

SEPTEMBER 16, 2019

I also do a lot of analyses on what customers really want today. I’m always trying to understand exactly the solutions customers need, desire and dream of having. My regular searches include customer service, customer satisfaction, customer care and similar topic areas. UK Customer Satisfaction Index 2019.

Customer Centricity 184

Customer Centricity Measurement How To Customer Satisfaction 184

Oracle

FEBRUARY 5, 2019

In honor of Valentine’s Day this month, I asked some of the most brilliant CX thought leaders about what they LOVE about CX in 2019, and where practitioners should focus their time and attention. What CX Leaders LOVE in 2019. It’s measuring customer experience in tasks, rather than in how the company changes its behavior.

Customer Experience 92

Customer Experience Leadership Customer Journeys Customers 92

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

Russel Lolacher

MARCH 8, 2020

According to Pew Research , this generation was born between 1981 and 1996 (ages 23 to 38 in 2019). By being authentic and honest, embracing the opportunity to truly connect with your customers by showing up on social media, you have an amazing opportunity to build trust with this media-savvy generation. Millennials aren’t young.

Customer Care 80

Customer Care Social Media Comparison Groups 80

Helpware

JUNE 21, 2019

We are thrilled to announce that Clutch has named Helpware their number one customer care service provider of 2019!

Customer Service 75

Customer Service Customer Care Customers 75

BlueOcean

MARCH 7, 2024

Blue Ocean, a world leader in customer care solutions, was named a Finalist today in the “Contact Center Outsourcing Provider of the Year” category in the 18 th annual Stevie ® Awards for Sales & Customer Service. The company received a Bronze Stevie in 2017, a Silver Stevie in 2019, and another Silver Stevie in 2020.

Sales 177

Sales Customer Service Sports Contact Center 177

BlueOcean

MARCH 31, 2021

This inevitably translates to higher contact volume in the customer care realm. No longer did people have to wait until that 5 ‘o’ clock hour to make that phone call to customer service. But it also made an impact on customer behavior, particularly with self-service customer care. Omni-Channel Patterns.

Omni-Channel 156

Omni-Channel Tourism Self Service Contact Center 156

ShepHyken

OCTOBER 14, 2019

4 Ways to Celebrate Customer Service Week by Whitney Puidokas. Here are the four ways we celebrated the hard work our Customer Care team puts in every day. We hope one of these ideas can make their way into how you think about honoring your customer-facing employees! My Comment: Last week was Customer Service Week.

Customer Service 20

Customer Service Customer Centricity Customer Service Training Customers 20

BlueOcean

OCTOBER 4, 2021

And it’s one that undeniably impacts our perception of the customer experience. Exploring Customer Care in the Subscription Economy. The pandemic only accelerated the growth of the subscription economy, which has seen an incredible 437% growth since 2012—and a 66% increase from 2019 to 2020. Let’s dive right in.

Customer Experience 194

Customer Experience Customer Care B2C Lifetime Customer 194

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 156

Contact Center Sports Effort Score Customer Care 156

BlueOcean

SEPTEMBER 23, 2021

Call volume forecasts are inarguably an essential tool in the successful delivery of customer care excellence. With it, you’re one significant step closer to delivering an exceptional customer experience. But customer care volume forecasting typically relies heavily on historic trends.

Travel 156

Travel Trends Customer Care Retail 156

ShepHyken

DECEMBER 2, 2019

Top 10 Kudos of 2019: Shining Examples of Customer Service at Its Best by Patty Isnor. Blue Ocean) As the holiday season unfolds, we wanted to share the amazing words of gratitude that flow every day from our clients’ customers to our agents. In this article, you will find the best customer service kudos of 2019 (so far!)

Customer Service 16

Customer Service Infographics Culture Retail 16

BlueOcean

MARCH 7, 2024

Blue Ocean, a world leader in customer care solutions, was named a Finalist today in the “Contact Center Outsourcing Provider of the Year” category in the 18 th annual Stevie ® Awards for Sales & Customer Service. The company received a Bronze Stevie in 2017, a Silver Stevie in 2019, and another Silver Stevie in 2020.

Sales 156

Sales Customer Service Sports Contact Center 156

BlueOcean

MARCH 3, 2020

Blue Ocean, a world-leader in customer care solutions, was awarded a Silver Stevie® Award in the “Customer Service Team of the Year” category at the 14th annual Stevie Awards for Sales & Customer Service. The company won a Bronze Stevie in 2017 and a Silver Stevie in 2019. About Blue Ocean.

Contact Center 156

Contact Center Insurance Conference Customer Care 156

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

Interactions

JANUARY 16, 2019

With a new year upon us, we’re looking forward to all of the exciting things Intelligent Virtual Assistants can bring to the customer care table. We wrapped up 2018 with a look back at the year’s biggest customer care trends , and we’re excited to see what 2019 has in store for the technology industry.

Trends 59

Trends Chatbots Omni-Channel Customer Care 59

ShepHyken

FEBRUARY 18, 2019

Top Technology Trends That Will Reshape The Customer Experience In 2019 by Puru Govind. 3 Customer Loyalty Trends for 2019 by SmarterCX Team. And as retail trends continue to evolve in 2019, so do customer loyalty trends and programs. I’m looking forward to seeing how much better. Follow on Twitter: @Hyken.

Customer Service 67

Customer Service Retail Ecommerce Loyalty Programs 67

BlueOcean

MAY 13, 2021

Where Does Customer Care Sit in All of This? Despite the introduction of these three new motivators of brand loyalty after COVID-19 reshaped the market, customer experience still reigns supreme. What worked in 2019 may not work in 2021 or 2022. Consumers do, after all, still have choices available to them.

Loyalty 156

Loyalty Brands Ecommerce Average Handle Time 156

BlueOcean

JANUARY 20, 2022

In a world where the customer experience matters more than ever, the decision to outsource your customer care has significant impact on your brand and its reputation. This is especially true in the contact center world, where customer care is often a 24/7/365 program. Do pre-pandemic 2019 data hold any value?

Contact Center 156

Contact Center Customer Care Infographics Sports 156

Oracle

DECEMBER 12, 2019

The business world’s relentless focus on customer experience (CX) continued around the globe in 2019, and CX experts and business leaders captured their experiences in thought-provoking customer experience quotes. ” – Mark Hurd, CEO, Oracle at Modern Customer Experience 2019.

Customer Experience 58

Customer Experience Competitive Advantage Customer Care Customer Journeys 58

NetBase

JULY 25, 2019

Our 2019 Global Social Media Market Survey Report presents findings from a global survey of more than 1,700 senior marketers around the world. manage their customer care. The post 2019 Global Social Media Market Survey Report appeared first on NetBase. Benchmarking data is always useful to sort that out.

Social Media 65

Social Media Report Survey Marketing 65

BlueOcean

OCTOBER 4, 2021

And it’s one that undeniably impacts our perception of the customer experience. Exploring Customer Care in the Subscription Economy. The pandemic only accelerated the growth of the subscription economy, which has seen an incredible 437% growth since 2012—and a 66% increase from 2019 to 2020. Let’s dive right in.

Customer Experience 156

Customer Experience Customer Care B2C Lifetime Customer 156

NICE inContact

MAY 17, 2019

People — Is there a culture of customer service and customer care that is conveyed to every single employee? Process — Do you have sound systems for feedback management that incorporate both customer and employee feedback and that have a foundation for continuous improvement?

Effort Score 149

Effort Score Metrics Measurement Leadership 149

NetBase

MAY 17, 2019

Similarly, beauty brand L’Oreal’s collaboration with singer Camila Cabello had them dominating with 36% of all mentions in that category in the Netbase Social Media Industry Report 2019: Luxury Brands. Customer Care Isn’t a Luxury. It’s important to remember that customer care is never limited to complaints or problems.

Customer Care 52

Customer Care Engagement Fashion Social Media 52

TechSee

DECEMBER 31, 2019

Their customers are more likely to make repeat purchases, to try additional products or services, and to recommend the brand to family and friends. However, many companies are still struggling to make the customer service experience as effortless as possible. Customer Service will become increasingly AI-driven.

Trends 136

Trends Customer Service Self Service Contact Center 136

Alliance by IFS

DECEMBER 18, 2019

The recent Field Service Asia 2019 Event in Singapore gathered 180-plus cross-industry customer care leaders and featured more than 60 expert speakers. We were excited to host a round-table discussion on how to improve customer satisfaction in the service industry.

Customer Satisfaction 65

Customer Satisfaction Self Service How To Industry 65