BlueOcean

JANUARY 6, 2020

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. Furthermore, customer retention rates are significantly higher for companies with a strong omnichannel approach. We’d love to chat more with you about this topic and more.

Omni-Channel 177

Omni-Channel Customer Care Self Service Wait Times 177

Michelli Experience

APRIL 11, 2017

Many customers want to refer you because they have strong intrinsic connections to their friends and to your brand. They want to connect the people they care about with the brands that care about them. While monetary referral rewards can be appropriate in certain situations, they can also backfire.

Customer Care 230

Customer Care Brands Net Promoter Score Social Media 230

BlueOcean

MARCH 20, 2017

In some cases, we also provide a USB key that boots their computer into an independent operating system that connects flawlessly to the remote environment. The post What’s the State of Work-at-Home in Customer Care in 2017? Looking to explore outsourced contact center solutions? Let’s chat. appeared first on.

Customer Care 189

Customer Care Contact Center Call Center Average Handle Time 189

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

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

Hallmark Business Connections

MAY 27, 2021

If employees are given a chance to repeatedly act in an empathetic manner, your chances of achieving a differentiated customer experience increase dramatically. Our Customer Care Solution gives employees a tangible way to care about the people they talk to every day with a Hallmark card and in doing so, feel even better about their work.

Video 92

Video Connections Customer Care Employee Engagement 92

Bill Quiseng

MARCH 30, 2022

In the end, training instructs students on how to TAKE CARE of the customer. Instead, enroll in Customer CARE University. Our education is the “how” and “why” of Customer CARE excellence. As mentors, we educate you with customer CARE actions to practice your interpersonal skills.

Customer Care 78

Customer Care Customer Service Training Training Customers 78

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

Russel Lolacher

APRIL 5, 2021

Ten years of leading a provincial government team in web services and social customer care has been a challenging and rewarding experience. People connect with people, not brands – talk like a human. Creativity, empathy, effort, humour… all ingredients to build connection. Oh, it’s been amazing.

Customer Care 98

Customer Care Government Communication Engagement 98

Bill Quiseng

JULY 3, 2024

With that in mind, we, as customers, proclaim our independence from the tyranny of “Profits over People” retailers who care more about revenue dollars, market share, stock prices, bottom-line profits, and even their competitors, than people – us, the customers. Create an emotional connection.

Customer Care 78

Customer Care Retail Government Customers 78

Hello Customer

MAY 19, 2021

G iven that customer service is a good way to create customer loyalty, it makes sense that organizations should be investing in it, not cutting costs. Steven Van Belleghem perfectly illustrated why good customer service is essential with this example. ??. Customer Experts. To wrap up. And it won't disappear any time soon.

Competitive Advantage 98

Competitive Advantage Customer Care Customer Centricity Contact Center 98

C3Centricity

AUGUST 4, 2020

Swisscom has made customer service their MSP (main selling point or value proposition) and they are renowned for putting their customers first. Cablecom, on the other hand, had, until then, been trying to win customers through aggressive price cutting. What makes a great customer care centre?

Customer Service 271

Customer Service Social Media Customer Service Representative Self Service 271

BlueOcean

OCTOBER 4, 2023

Finding Bilingual Support That Suits Your Customers Best We’re an onshore Canadian contact center outsourcer and pride ourselves on delivering sophisticated (bilingual) customer care through strategic partnership. It’s our thing. So, of course, we’re biased.

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

C3Centricity

MARCH 15, 2018

The appeal of this alternative approach is confirmed by the results of SalesForce’s recent research findings reported in the “State of the Connected Consumer.” ” To summarise their six conclusions: Information-Savvy Customers Now Control the Marketplace. Let me know in the comments.

Data 312

Data Retail Analysis Analytics 312

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 295

Self Service Knowledge Base e-support Policies 295

Russel Lolacher

DECEMBER 20, 2021

A lot goes into providing social customer care during an emergency event considered a “once-in-500 year flood” As the team leading public engagement and digital communication for BC’s provincial transportation, it’s done with a process that prioritizes intentional effort, accessibility and empathy.

Customer Care 98

Customer Care Transportation Social Media Government 98

Bill Quiseng

MAY 17, 2023

The value to your customers is in their personal interactions, not your “cash or credit” business transactions. To earn customer loyalty, don’t get inside their heads. Create an emotional connection. QUI QUOTE: Your customers don’t care about your NPS, CSAT, or CX metrics. Human to Human.

Metrics 88

Metrics Customer Care NPS Loyalty 88

Experience Investigators by 360Connext

SEPTEMBER 25, 2014

Build relationships with customers BEFORE they are customers. Care about your relationships enough to view them as such, not as transactions. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience. Be who you are, everywhere, and to everyone.

Loyalty 272

Loyalty Banking Social Media Consulting 272

C3Centricity

NOVEMBER 16, 2014

No matter which level you are at within your own company, when did you last talk to customer service personnel? When did you last engage with customers directly through your call centre, online or through email? Regular connection keeps your finger on the pulse of customer change and provides an amazing amount of information and ideas.

Customer Service 223

Customer Service Social Media Connections Customer Centricity 223

C3Centricity

MAY 25, 2020

The appeal of this alternative approach is confirmed by the results of SalesForce’s recent research findings reported in the “State of the Connected Consumer.” ” To summarise their six conclusions: Information-Savvy Customers Now Control the Marketplace. Let me know in the comments.

Technology 304

Technology Analysis Data Consumers 304

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. By your customer care, that’s how. And knowing exactly what your customers want.

Customer Centricity 240

Customer Centricity How To Customer Satisfaction Social Media 240

BlueOcean

OCTOBER 4, 2021

And it’s one that undeniably impacts our perception of the customer experience. Exploring Customer Care in the Subscription Economy. For those of us in the contact center space, the truly fascinating thing (besides the astounding growth itself) is the impact on customer care and the customer experience.

Customer Experience 194

Customer Experience Customer Care B2C Lifetime Customer 194

Customer Bliss

SEPTEMBER 27, 2018

Strategy: connecting the dots between customer experience and increasing revenue by explaining where Genesys was, where they need to be, and how they could help customers achieve success. She has served as vice president of product management, customer care and commercialization at Eastman Software, Inc.,

Communication 222

Communication Chief Customer Officer Customer Care Leadership 222

Experience Investigators by 360Connext

DECEMBER 31, 2014

Our first one, Social Customer Care, is a topic I’ve presented about for organizations like the Word of Mouth Marketing Association and the Online Marketing Institute. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience. Get Schooled.

Entertainment 247

Entertainment Leadership Social Media B2B 247

BlueOcean

JULY 2, 2024

Our position is: one size does not fit all when it comes to customer care. Their smaller size naturally allows you closer access to their leadership team (at Blue Ocean, our president and senior leadership team attend every client QBR) and more opportunity for customizing your program.

Contact Center 156

Contact Center Customer Care Wait Times Leadership 156

Comm100

OCTOBER 17, 2017

This blog post will show you exactly why social media customer service is so important, and how social media support can help take your business into the future of customer care. Free Download] 120+ Ready-to-Use Live Chat Scripts for Both Sales and Customer Service. Connect with the People You Serve. Download Now.

Social Media 178

Social Media Customer Service Customer Care Feedback 178

BlueOcean

NOVEMBER 29, 2023

We’ve said it so often it’s become cliché, but we stand by the concept that happy employees make for happy customers, and in outsourcing, happy customers make happy clients. TX strategy is the ultimate integration of customer experience (CX), employee experience (EX), the multi experience (MX), and user experience (UX).

Contact Center 156

Contact Center Multi-Channel Strategy Self Service 156

BlueOcean

JANUARY 22, 2019

Continuous connectivity has accustomed all of us to expect immediate gratification – and “consumer unrest” is mounting. If they feel like just another cog in the wheel, they’ll leave – like 37% of people do after just one negative customer service experience. The True Cost of Losing a Customer. Let’s talk about how we can help!

Consumers 204

Consumers Trends Customer Experience Strategy 204

Calabrio

MAY 28, 2019

Here are some excerpts from customers that contributed to the distinction: “[The] Calabrio Team is a group of top-notch professionals—everyone from the project management and deployment team to customer care support and account executives. [We Director of quality/training/WFM at a $500 million-$1 billion services company. [We

Engagement 199

Engagement Management Call Center Industry 199

Bill Quiseng

JUNE 26, 2024

QUI TAKEAWAY: The best emotional value in your customers’ experience is in your personalized interactions with them, not their business transactions with you. When it comes to customer loyalty, don’t get inside their heads. Create an emotional connection. Don’t serve to satisfy your customers.

Customer Experience 173

Customer Experience Social Media Loyalty Customer Care 173

BlueOcean

JULY 20, 2023

In our world of outsourced customer care solutions, one of the big challenges we continue to wrestle with on the sales side of things is the significant change in the contact center RFP process. Let’s explore when and how it makes good business sense to connect with your prospective partners at each stage of the RFP process.

Contact Center 294

Contact Center Travel Culture Meeting 294

InMoment XI

OCTOBER 5, 2023

Gathering intel and opinions from all these folks will give you chances to improve both your contact center and your overall customer experience, strengthening human connections and your bottom line. Check out this resource that outlines the 7 steps for implementing a closed loop system !

Contact Center 364

Contact Center Self Service How To Call Center 364

Interactions

APRIL 16, 2024

A dedication to understanding your customers ensures that every interaction is personalized and purposeful, alleviating the pain of lengthy wait times and ensuring each conversation is met with effective, personalized assistance. Failing to invest in customer care risks customers seeking it elsewhere.

Customer Care 62

Customer Care Self Service Omni-Channel Metrics 62

Comm100

NOVEMBER 13, 2022

The state of customer service is always changing, and brands must keep up. Customers now use an average of nine different channels to connect with companies, and they expect the support they receive on these channels to be fast, convenient and personalized. This is where omnichannel customer service comes into play.

Omni-Channel 246

Omni-Channel Customer Service Chatbots Social Media 246

BlueOcean

MARCH 13, 2023

Like most people in the customer care sector, we are diving deep into where ChatGPT fits, or might fit, into the contact center world. The question of the moment is: what role is ChatGPT going to play in delivering a loyalty-building customer experience? Can AI Handle Complex Customer Care?

Contact Center 156

Contact Center Customer Experience Self Service Chatbots 156

Comm100

MAY 20, 2022

Thanks to its speed and convenience, live chat software empowers agents to provide the type and quality of support that today’s consumers need, all while: Reducing operational costs Improving efficiency Increasing availability Building stronger connections and Improving customer satisfaction (CSAT). Reduce support costs.

Software 242

Software Wait Times Multi-Channel Consumers 242

BlueOcean

OCTOBER 4, 2021

And it’s one that undeniably impacts our perception of the customer experience. Exploring Customer Care in the Subscription Economy. For those of us in the contact center space, the truly fascinating thing (besides the astounding growth itself) is the impact on customer care and the customer experience.

Customer Experience 156

Customer Experience Customer Care B2C Lifetime Customer 156