Vonage

OCTOBER 2, 2017

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.

Customer Care 174

Customer Care Omni-Channel Social Media How To 174

BlueOcean

JANUARY 6, 2020

But there’s a lot to unpack when it comes to creating and sustaining an effective, elegant omnichannel design that truly improves the customer’s holistic experience with your brand. Listen to the audio or read the article. The post Unraveling the Tangled Vines of Omnichannel Customer Care appeared first on Blue Ocean.

Omni-Channel 177

Omni-Channel Customer Care Self Service Wait Times 177

BlueOcean

MARCH 13, 2020

Choosing an outsourced customer care partner might just be one of the most complex procurement scenarios out there. After all, this is a partner who will hold your brand and reputation in their hands, interfacing with your loyal (and often concerned) customers day in and day out. No boilerplate RFP document will do the job.

Customer Care 156

Customer Care Resources Contact Center Infographics 156

BlueOcean

APRIL 30, 2021

A couple of years ago, we explored the state of omnichannel customer care , recognizing the fact that consumers have more channel options available to them than ever before. With more than a year of pandemic impacts under our belts, let’s dig into the far-reaching impacts of COVID-19 on omnichannel customer care.

Omni-Channel 156

Omni-Channel Customer Care Self Service eBook 156

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

BlueOcean

MAY 11, 2020

Situation: You’re tasked with choosing a new outsourced partner for your organization’s customer care program. Listen to the audio or read the article. Did the pandemic expose cracks in your current customer care solution, whether that is in-house or outsourced? Evaluating Your Customer Care RFP Responses.

Customer Care 156

Customer Care Contact Center Travel Effort Score 156

BlueOcean

MARCH 24, 2025

This article will walk you through key steps for building an effective SOW: Lay the Foundation for Your Contact Center SOW Clearly Define Your KPIs Set Strong Parameters Around Forecasting Establish Reporting & Analytics Expectations Build in Big-Picture Targets with a Risk & Reward Model Keep Your SOW Evergreen: Adjust and Realign 1.

Contact Center 156

Contact Center Automotive Analytics Metrics 156

ShepHyken

JULY 8, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. That’s why you need to know how to improve customer service using social media. Here are my top five picks from last week.

Customer Service 120

Customer Service Social Media Customer Experience Professionals Customer Care 120

ShepHyken

SEPTEMBER 6, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. When Customer Care Isn’t Enough, Call the Customer Delight Brigade by Katie Deighton.

Customer Service 27

Customer Service Effort Score Net Promoter Score Contact Center 27

ShepHyken

JULY 22, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. 8 Tips for Improving Social Media Customer Service by Fara Haron. 14 ways to deliver a great customer experience – and more.

Social Media 120

Social Media Customer Service Trends Tips 120

ShepHyken

DECEMBER 20, 2018

Shep Hyken’s Best Customer Service and Experience. Articles, Videos & Podcasts from 2018. Top 5 Articles to Share With Your Team: Five Customer Service Must-Do’s For 2018. That said, there are still plenty of other phrases and words we, as customers, hate to hear. Top Cartoon for 2018. Here’s ten more.

Video 123

Video Customer Service Customer Experience Customer Service Training 123

Kayako

MAY 13, 2022

Are you ready to provide fast and responsive customer care? Build a Help Center so easy to use, it becomes your customers’ go-to. What Is Customer Self-Service? Customer self-service is exactly what it sounds like – making it easy for customers to help themselves. A branded, customized Help Center.

Self Service 275

Self Service Knowledge Base e-support Policies 275

ShepHyken

OCTOBER 22, 2018

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: Let’s start this week’s “Top Five” list with an article that will make you smile. Guthrie-Jensen Consultants, Inc.)

Customer Service 22

Customer Service Chatbots Infographics Consulting 22

Who's Your Gladys?

OCTOBER 28, 2014

Customer Relationship Management Customer Service internal customer Marilyn Suttle customer care Customer Service Articles customer service culture Customer Service Trainers' For example, I received this email from a friend about her husband Bob’s experience.

Customer Service 191

Customer Service Customer Relationship Management Customer Care Culture 191

ShepHyken

JANUARY 28, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. What Do Customers Really Think Of Your Brand? Social media customer care best when humans and bots are at play by Tara Jones.

Social Media 102

Social Media Customer Service Customer Care Insurance 102

ShepHyken

AUGUST 5, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. 3 Small Aspects Of ‘Customer Experience’ That Make A Big Competitive Difference by Gary Lyng. Follow on Twitter: @Hyken.

Self Service 109

Self Service Customer Service CRM Infographics 109

Steve DiGioia

DECEMBER 10, 2015

This original article was written by Steve DiGioia. Get with the program… This article was originally featured on Shep Hyken’s blog as a ‘Friends on Friday’ guest post. Will You Keep Your Next Customer Forever? The post Do You Focus on Fluff or the Things Your Customers Care About? I was cool.

Customer Care 100

Customer Care Customers Meeting Marketing 100

C3Centricity

AUGUST 17, 2020

Denyse Drummond-Dunn · What a customer first strategy means today. I know, you probably don’t want to read yet another article about the post-pandemic era, especially when the infection numbers in many countries are once again headed in the wrong direction! Reasons for having a customer-first strategy. What do you think?

Strategy 296

Strategy Customer Centricity Social Media Analysis 296

CSM Magazine

SEPTEMBER 6, 2023

In this article, let us look at three common factors behind client discontent. Websites have been great for this and have replaced a lot of work that customer care agents previously handled. Callers should also understand the restrictions that customer care agents are bound by.

Customer Care 98

Customer Care Call Center Customer Service Representative Chatbots 98

Vonage

APRIL 25, 2019

And although they should love engaging with customers, if the social customer care team sits within a customer service or operations group, it is likely going to be held to certain cost standards that will limit the extent to which increasing service inquiries is possible.

Social Media 321

Social Media Rewards Programs Feedback Call Center 321

Zeisler Consulting

JANUARY 14, 2025

Its clear Im the one writing all these articles, isnt it? I wonder if well reach the singularity and the world will implode if someone uses AI to write an article about AI and the impact it has. One Big Question I hear a lot these days is about AI and automation. How will AI impact CX? How the heck should I know? Thats the heart of CX.

Contact Center 93

Contact Center Fashion Resources System 93

ShepHyken

APRIL 1, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Customer Service Is Poised for an AI Revolution by Vala Afshar. Do Customers Trust Your Tech?

Customer Service 102

Customer Service Social Media Chatbots Trends 102

BlueOcean

AUGUST 30, 2018

Thanks to advancements in AI and machine learning, chatbots and other Tier Zero customer service solutions are a great way to handle basic, high-volume customer care interactions on a 24/7/365 basis. Knowing how technology fits into the big picture of customer care is critical to the success of your outsourced partnership.

Customer Service 232

Customer Service Contact Center Chatbots Customer Care 232

ShepHyken

JULY 21, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. ” My Comment: Let’s start this week’s Top Five with a fun article by fellow customer experience expert Chip Bell.

Customer Service 87

Customer Service ROI Return on Investment Customer Journeys 87

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. But first – What is a Kick-Ass Customer Experience Anyway? Let’s chat today.

Customer Experience 290

Customer Experience Effort Score Contact Center Customer Care 290

BlueOcean

MARCH 3, 2025

Will your customer experience be strengthened or hit a slump because of the programs in that budget? Not to add another thing to your plate (sorry), but theres another question to ask that can impact all those answers: Is this the year customer care outsourcing takes a more central role in your go-forward plan?

Contact Center 156

Contact Center Customer Journeys Culture Return on Investment 156

ShepHyken

OCTOBER 14, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. 6 Customer Service Tenets Used By Amazon To Create Effortless Experiences by Dan Gingiss. Be sure to download the report.

Customer Service 20

Customer Service Customer Centricity Customer Service Training Customers 20

BlueOcean

MARCH 14, 2024

Are you well positioned to integrate AI into your customer care? Dig deeper in this article > 5 Insights About Sourcing and Developing Strategic Partnerships You know that partnering with a contact center outsourcer is more than just signing on another vendor. Do you have to scale for rapid growth or seasonal volume?

Contact Center 177

Contact Center Resources Hospitality Customer Care 177

Lumoa

MARCH 9, 2023

Customer empathy is at the heart of Lush’s approach to building trust with its customers. By understanding that their customers care deeply about the products they buy and how they are created, Lush has taken steps to address these concerns. So, how exactly does customer empathy impact the customer experience ?

Customer Experience 397

Customer Experience Social Media Customers Video 397

ShepHyken

MAY 5, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. My Comment: Let’s kick off this week’s Top Five roundup with 2024 customer service trends. You must wrap an experience around it.

Customer Service 76

Customer Service Social Media Tips B2C 76

BlueOcean

JULY 15, 2024

For many organizations, in-house customer care feels like the right choice. It keeps you close to your customers and ready to serve them with your comprehensive knowledge of your products or services. Ensuring your customer support center is up and running, no matter what, is a daunting task that organizations must prepare for.

Contact Center 177

Contact Center Customer Care Measurement Training 177

BlueOcean

MARCH 14, 2024

Are you well positioned to integrate AI into your customer care? Dig deeper in this article > 5 Insights About Sourcing and Developing Strategic Partnerships You know that partnering with a contact center outsourcer is more than just signing on another vendor. Do you have to scale for rapid growth or seasonal volume?

Contact Center 156

Contact Center Resources Hospitality Customer Care 156

ShepHyken

DECEMBER 6, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. 3 Ways to Move From Customer Service to Customer Care by Patrick McCullough. How about “customer care?”

Self Service 69

Self Service Customer Service Chatbots Customer Care 69

BlueOcean

JUNE 27, 2024

Potaptseva emphasizes the importance of innovative technology, flexible processes, and a supportive culture, backed by strong leadership, to foster exceptional customer experiences and sustained organizational success. And one of the most critical ingredients in great CX?

Customer Experience 156

Customer Experience Contact Center Customer Centricity Leadership 156

C3Centricity

SEPTEMBER 3, 2018

My regular searches online include customer service, customer satisfaction, customer care and similar topic areas. I believe they show a serious problem in the business of looking after our customers today. Read the article and then let me know whether or not you agree with my analysis.

Customer Centricity 240

Customer Centricity How To Customer Satisfaction Social Media 240

BlueOcean

SEPTEMBER 27, 2021

Customer experience is pretty much the hottest topic in the contact center and customer care space these days. In this post, we’ve done some of the legwork for you and cherrypicked a handful of recent articles on the topic that we think readers will find useful and illuminating. billion to $27.12 And that takes data.

Customer Experience 177

Customer Experience Contact Center B2B B2C 177

InMoment XI

JUNE 30, 2015

A friend of mine works for an offshore outsourcing company and recently said to me that he thought that offshoring of customer care/support was a failed experiment. View Article. His comment came just after I had a frustrating offshore experience of my own with my bank.

Banking 150

Banking Customer Care Customer Experience Company 150