BlueOcean

OCTOBER 6, 2020

Well, in a B2B customer success model, measuring renewal rates holds your outsourced partner accountable to targets that are tied to revenue and retention. Understanding Lifetime Customer Value (LCV) and how the service and support experience contributes to or detracts from the realization of LCV is critical ( more on the LCV metric here ).

Customer Care 156

Customer Care Contact Center Effort Score Net Promoter Score 156

Bold360

APRIL 13, 2020

Uncertainty and anxiety have catalyzed a flood of customer questions and calls into service centers. Today’s stressed customers don’t want to wait in long queues or get stuck in automated systems that are overloaded and overwhelmed. The result? That sounds like a pretty good response to the double whammy of COVID-19.

Self Service 69

Self Service Chatbots Call Center Lifetime Customer 69

Bold360

MARCH 26, 2020

The good news is, even at a time of physical distancing, your customers and employees still want to interact with you, but now they’re demanding that those interactions be different. Companies using self-service have 6X greater annual improvement in lifetime customer value, seeing much higher customer satisfaction and retention rates.

Employee Engagement 66

Employee Engagement Chatbots Self Service Engagement 66

Bold360

MARCH 29, 2021

We’ve witnessed dramatic, rapid shifts in preferred customer engagement channels at a time of social distancing and people working (and doing nearly everything else) from home. 3 Big Trends in Customer Engagement . It also reduces traffic to more labor-intensive, costly channels in the call center. .

Self Service 52

Self Service Call Center Customer Relationship Management Chatbots 52

Bold360

APRIL 15, 2021

FSIs learned (often the hard way) that their capacity to leverage and scale digital-first customer engagement is essential for ensuring business continuity and a seamless customer experience (CX). For instance, at a time of crisis, policies and procedures change rapidly, causing call center volumes to spike through the roof.

Self Service 52

Self Service Customer Engagement Engagement Knowledge Base 52

Bold360

MAY 26, 2020

The way a customer feels about your brand will shape not only how loyal that customer is but also how often that customer refers your business to friends and family. Providing great CX increases customer loyalty and lifetime customer value, which directly impacts the bottom line.

Self Service 52

Self Service Customer Experience Net Promoter Score NPS 52

Kustomer

JANUARY 14, 2021

He’ll probably double click on that in just a second, but played in the call center space, knows customer service, dove into the sales space, really helped engineer and transform an inside sales team. Yeah, so I grew up in the outsource contact center space. Ed Porter: (01:19). So for me, it was my first job.

Omni-Channel 57

Omni-Channel How To Multi-Channel Contact Center 57

SurveySensum

JULY 14, 2020

He has been named as the Top 25 CX Influencers to Follow by Panviva, Top 50 Thought Leaders to Follow on Twitter by ICMI, Top 50 Call Center Twitter Accounts to Follow by Playvox, and a Top 100 Most Social Customer Service Pro On Twitter by Huffington Post. Analyst at ICMI, and Call Center Leader at Deloitte.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

BlueOcean

FEBRUARY 7, 2019

The more loyal those customers are, the more they buy. With that in mind, it’s clear that the quality of your customer experience is directly correlated with Lifetime Customer Value. (We We discussed the LCV metric in more depth in our recent blog post, The True Cost of Losing a Customer.). Sound complicated?

Metrics 219

Metrics Customer Care Measurement Contact Center 219

BlueOcean

OCTOBER 4, 2023

The Impact of Bilingual Support on the Customer Experience When a bilingual solution is offered to the customer, companies quickly find that quality scores increase accordingly. The same is true for first call resolution and average handle times.

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310