GetFeedback

DECEMBER 26, 2018

Business is built on customer relationships, and brand perception sets the tone. Companies, of course, want to cultivate a positive brand perception among their target consumers, but it’s a tricky goal. As Brandwatch points out , companies don’t control brand perception—consumers do. The Basics of Brand Perception.

Measurement 262

Measurement Brands Net Promoter Score Social Media 262

BlueOcean

FEBRUARY 7, 2019

Changing this approach and perspective is the first step in becoming a brand that your customers love. What one metric best reflects the state of your customer experience? A high NPS score after one successful interaction doesn’t guarantee a customer won’t switch brands next month. But where do we start?

Metrics 219

Metrics Customer Care Measurement Contact Center 219

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? Modified Recruitment Strategy.

B2C 156

B2C Customer Care Contact Center First Call Resolution 156

BlueOcean

APRIL 15, 2019

But we want to call out the impact of social media in the hands of customers whose expectations haven’t been met. We’ve all seen Twitter explosions over poor customer service ( sorry, Comcast ). The Training to Prepare for Entitled Customers. Empowering Your Team to Deliver Kick-Ass Customer Experience. Read this next!

Customer Care 189

Customer Care Social Media Contact Center Poor Customer Service 189

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. In fact, a NewVoiceMedia survey revealed that 43% of customers feel more connected to a brand when they are able to contact a company through any channel.

Omni-Channel 177

Omni-Channel Customer Care Self Service Wait Times 177

BlueOcean

SEPTEMBER 18, 2023

The RFP is the slog you need that 3 rd cup of coffee to get through—especially when it’s an RFP for outsourced customer care. After all, we’re talking about a complex, customer-facing solution that needs to align seamlessly with your brand. But we’ve got you—just grab a copy of our latest eBook.

eBook 177

eBook Customer Care Contact Center Technology 177

BlueOcean

NOVEMBER 13, 2023

As customer care teams start planning for 2024, we’ve seen how easy it can be to get stuck in a rut. The quickest way to get re-inspired is by getting a finger on the pulse of current news and customer service trends in the industry. The modern customer journey is complex and constantly evolving.

Customer Care 177

Customer Care Trends Multi-Channel Contact Center 177

BlueOcean

OCTOBER 23, 2023

With every evolution in technology, workforce trends, and consumer expectations, the questions shift—which is testament to why generic, boilerplate RFPs never work for outsourcing customer care. Agent Workforce An outsourcer’s ability to attract and retain the right people for your brand and your service requirements is essential.

Customer Care 177

Customer Care Contact Center Comparison Employee Engagement 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 pressure. 10 Mistakes to Avoid.

Customer Care 156

Customer Care Resources Contact Center Infographics 156

InMoment XI

APRIL 11, 2022

If you weren’t yet online, it didn’t take long for brands to adapt when brick and mortar businesses across Asia Pacific were forced to shut down in 2020 and 2021. . It’s not been easy for e-commerce brands. So what can these brands do to get ahead of customer expectations? The key is to dive into your customer data.

Tips 370

Tips Data Customer Experience Roadmap 370

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

InMoment XI

MARCH 26, 2025

Improved Data Quality and Accuracy One reason brands go for longer surveys is data quantity. Enhanced Customer Experience and Brand Perception Survey fatigue doesnt just affect data qualityit can even damage your brand by harming the customer experience. Not so fast: More data is good, but only if its good data.

Survey 195

Survey Abandon Rate How To Customers 195

BlueOcean

FEBRUARY 22, 2024

Here are a few green flag markers that help indicate that you’ve found the best-fit outsourced customer care partner. If you’ve taken part in an outsourced customer care procurement process, either as a bidder or as a buyer, we’d lay money on the fact that you’ve got some horror stories to tell.

Customer Care 177

Customer Care Entertainment Government Contact Center 177

BlueOcean

JULY 9, 2024

Brand loyalty is a reflection of a customer’s commitment to a relationship with a given retailer or service provider. The way we interact with people and brands has changed—and consumer spending priorities have evolved just as fast. Big brands—ones with significant human and financial resources—remain ahead of the game.

Loyalty 177

Loyalty Brands Ecommerce Average Handle Time 177

BlueOcean

MARCH 20, 2017

After all, you’re already trusting your entire brand to an outsourced call center partner. Agents who have tenure in our physical environment have been immersed in the brand experience of our clients and understand how our culture drives our service. The post What’s the State of Work-at-Home in Customer Care in 2017?

Customer Care 189

Customer Care Contact Center Call Center Average Handle Time 189

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 Culture 156

BlueOcean

APRIL 7, 2025

And youre ready for your outsourced customer service RFP to hit the road and bring you some stellar options for a new contact center partner. AI and customer care are growing deeply intertwined, with intelligent tech delivering powerful insights for hyper-personalized experiences.

Contact Center 156

Contact Center Self Service Case Study Measurement 156

InMoment XI

NOVEMBER 14, 2024

With 64% of Internet users discovering brands via social media, getting your marketing on point is essential. Some of this activity could be relevant to your brand and industry. From brand mentions to product discussions, you gain insight into customer sentiment to help make informed decisions.

Tools 195

Tools Social Media Customer Experience Analysis 195

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

SEPTEMBER 17, 2020

But you’re ready to implement and transition into your new outsourced customer care program so you’ve got to buckle up and buckle down. Here are the milestones you can expect along the way of implementing your outsourced customer care program. Building Your Outsourced Customer Care Team. You deserve it.

Customer Care 156

Customer Care Roadmap Training Call Recording 156

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

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. Agent Hiring/Training. Labor Market.

Contact Center 156

Contact Center Customer Care Comparison Culture 156

BlueOcean

FEBRUARY 22, 2024

Here are a few green flag markers that help indicate that you’ve found the best-fit outsourced customer care partner. If you’ve taken part in an outsourced customer care procurement process, either as a bidder or as a buyer, we’d lay money on the fact that you’ve got some horror stories to tell.

Customer Care 156

Customer Care Entertainment Government Contact Center 156

BlueOcean

DECEMBER 10, 2024

Halifax, Nova Scotia – Blue Ocean Contact Centers, a leading provider of high-touch customer care solutions, has been awarded a Bronze Medal from EcoVadis, placing them in the top 35% of companies globally for sustainability performance.

Contact Center 156

Contact Center Insurance Customer Care Innovation 156

BlueOcean

DECEMBER 4, 2019

There’s no doubt that today’s businesses – from SMB to global mega-brands – take data security and data protection very, very seriously. Let’s dig into the state of PCI as it relates to customer care today. Curious about our PCI-compliant customer care solutions? PCI Compliance Background.

Customer Care 31

Customer Care Contact Center Call Recording Software 31

BlueOcean

OCTOBER 6, 2020

Are their values still clearly aligned with your brand? 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. Are Your Customers Happy?

Customer Care 156

Customer Care Contact Center Effort Score Net Promoter Score 156

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 Contact Center Travel Effort Score 156

BlueOcean

MAY 13, 2021

Brand loyalty is a reflection of a customer’s commitment to a relationship with a given retailer or service provider. We quickly got used to holding everything and everyone at arm’s length – and for many customers, that included the brands they had once been loyal to. Convenience: First Among Equals.

Loyalty 156

Loyalty Brands Ecommerce Average Handle Time 156

eglobalis

SEPTEMBER 28, 2024

Introduction: Toyota and its enhanced brand Lexus have long been recognized as global leaders in the automotive industry, not just for their reliable vehicles but also for their commitment to customer satisfaction and accountability. This erodes trust between the brand and the customer.

Automotive 472

Automotive Loyalty System Return on Investment 472

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 Contact Center Travel Effort Score 156

InMoment XI

NOVEMBER 18, 2024

Furthermore, when researching a brand or product, most consumers prefer to do their own research rather than speak to a human. To capitalize on those behaviors, you need to be able to perform customer behavior analysis. Its tools track customer sentiment, monitor brand mentions, and provide detailed analytics across various channels.

Analysis 195

Analysis Customer Journeys Social Media Analytics 195

BlueOcean

OCTOBER 4, 2023

When one in five of your customers speak something other than English as their first language, providing bilingual customer support is critical. Without it, you risk taking a hit to your CSat scores, your brand loyalty, and your bottom line. The impact of bilingual support on the customer experience cannot be understated.

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

BlueOcean

OCTOBER 21, 2024

You have to assume that if that customer had a positive experience – both with your product/service and with your customer service team – they would have continued to buy from you and recommend your brand to others. If you’re ready to do the math, this formula can help you start to explore the cost of losing a customer.

Lifetime Customer 156

Lifetime Customer Poor Customer Service Social Media Customer Retention 156

BlueOcean

NOVEMBER 30, 2018

Blue Ocean, an award-winning provider of customer care solutions, announces that Sean Miller has been promoted to Director of Workforce Management. Their roster of clients includes Fortune 100 companies, brand category leaders, and change-makers. Blue Ocean is an award-winning provider of innovative customer care solutions.

Management 227

Management Insurance Leadership Customer Care 227

Zeisler Consulting

JANUARY 14, 2025

Automation is making everything easier and more seamless, especially in the Customer Care/Support/Service realm: Bots, self-help, online automated solutions and even guides, etc. These improvements are streamlining and making more pleasant (or at least more efficient) their interactions with our brands when they need help.

Contact Center 93

Contact Center Fashion Resources System 93

Brandwatch CX

APRIL 1, 2025

Social customer service costs around $1 per interaction , six times cheaper than phone support costs. While the cheaper cost of conducting customer care digitally might be expected to be the driving factor, in large part it is driven by consumers themselves. Twitter reports that customer service interactions have increased by 2.5

Social Media 52

Social Media Customer Service Net Promoter Score Engagement 52