BlueOcean

OCTOBER 6, 2020

Great companies are regularly assessing the ongoing value of their partnerships – but how do you measure the true value your contact center outsourcer is delivering? Whether it’s your own culture that shifts over time or that of your outsourcer, keeping a pulse on cultural alignment in your outsourced contact center is essential.

Customer Care 156

Customer Care Contact Center Effort Score Net Promoter Score 156

BlueOcean

FEBRUARY 19, 2025

When quality slips, costs climb, or business priorities misalign, moving forward with a new customer care provider may be key to your success. On the Blue Ocean blog, we talk a lot about sourcing the right strategic partner for your outsourced customer care program. Follow these steps to check all the boxes: 1.

Customer Care 156

Customer Care How To eBook Training 156

BlueOcean

MARCH 31, 2021

And, finally, remote work and evolving sleep habits have shifted traditional contact center communication spikes from pre/post-work hours to the middle of the day. COVID-19 has significantly impacted customer behaviors and expectations. This inevitably translates to higher contact volume in the customer care realm.

Omni-Channel 156

Omni-Channel Tourism Self Service Contact Center 156

BlueOcean

JULY 9, 2024

The Intersection of Brand Loyalty and Customer Care Despite the introduction of these three new principles of brand loyalty in the increasingly disruptive (and disrupted) world, customer experience still reigns supreme. Consumers do, after all, still have choices available to them.

Loyalty 177

Loyalty Brands Ecommerce Average Handle Time 177

Comm100

MAY 10, 2018

Here are the top 7 reasons why complaining customers are your best customers, and what you can do to turn dreaded customer complaints into golden opportunities. Complaining Customers Care. If there is one thing that can be said about complaining customers, it’s that complaining customers care.

Customers 229

Customers eBook Policies Customer Service Training 229

Playvox

SEPTEMBER 2, 2022

While agents have been explicit in their desire to continue remote working, nearly half of the contact center managers in our survey are planning to bring agents back to an office in 2022. Our survey uncovered five ways contact center managers are adapting to remote work. That’s a dangerous disconnect. Leanne Y.,

Contact Center 70

Contact Center Management Policies Gamification 70

Comm100

APRIL 27, 2020

For contact centers with hundreds or even thousands of employees, equipping every agent to handle queries from all channels might not be the best way to implement an omnichannel approach; it commands a broader agent skillset and more training to handle every channel’s unique requirements. Download Now.

Omni-Channel 147

Omni-Channel eBook Automotive CRM 147

Interactions

JULY 29, 2021

What’s even more interesting is that the number one top characteristic of poor customer service is rude agents (33%). Empathy is the up and coming star of the contact center. Technology is playing a larger front-facing role in the contact center than ever before.

Customer Care 71

Customer Care Consumers Self Service Poor Customer Service 71

Think Customers

JANUARY 18, 2022

Leading contact centers understand that each person and tool has its strengths and weaknesses, and create a better customer experience when combined appropriately. To better understand this, let’s dive into the human and robotic makeup of a modern contact center. What is a contact center associate?

Contact Center 52

Contact Center Chatbots Self Service Average Handle Time 52

Clarabridge

MAY 30, 2017

From onboarding to retention—Contact Centers handle customers during the most delicate points in their journey. They lead upset customers from frustration to elation. They engage with satisfied customers and make them feel appreciated. Currently, most organizations assess customer care by productivity (i.e.

Contact Center 45

Contact Center Telecommunications First Call Resolution eBook 45

NobelBiz

FEBRUARY 21, 2022

Whatever the driving force behind this transition, it is important to consider the technological advancements that have occurred in the contact center space in recent years. In that regard, Cloud Contact Center Solutions (CCaaS) are replacing old technologies and opening up new potential for organizations.

Contact Center Software 52

Contact Center Software Contact Center Software Call Center 52

Playvox

MAY 4, 2023

Unlike my favorite fruit seller, you’ve got hundreds or thousands (or hundreds of thousands) of customer issues that require sophisticated, efficient customer care through the right contact center solutions. What Is A Digital Contact Center? Is your contact center omnichannel?

Contact Center 52

Contact Center Customer Expectations Meeting Self Service 52

ShepHyken

JANUARY 18, 2019

This week we feature an article by Tim Houlne who writes about the importance of integrating technology into your business to provide the optimum customer experience. – Shep Hyken. This post is an excerpt from Humach’s latest eBook, The Guide to CX Success , which can be found here. It’s that time of year again.

Customer Experience 99

Customer Experience Contact Center Airlines Average Handle Time 99

Interactions

MARCH 11, 2022

There’s a lot of jargon thrown around in the contact center space. From customer experience and customer journey, to customer service and customer care, are they all talking about the same thing? The post Customer experience versus customer service: what’s the difference?

Customer Experience 106

Customer Experience Customer Service Customer Journeys eBook 106

Playvox

APRIL 21, 2023

Customer service has gone digital — and your contact center needs to evolve with the times. As younger customers make up more and more of the marketplace, they’re shifting service preferences toward digital channels. An omnichannel customer support center connects customers’ interactions no matter where they take place.

Omni-Channel 95

Omni-Channel Self Service Customer Experience Contact Center 95

NobelBiz

FEBRUARY 22, 2023

Whatever the driving force behind this transition, it is important to consider the technological advancements that have occurred in the contact center space in recent years. In that regard, Cloud Contact Center Solutions (CCaaS) are replacing old technologies and opening up new potential for organizations.

Contact Center 52

Contact Center Contact Center Software Call Center Multi-Channel 52

Interactions

JUNE 25, 2020

Without automation and self-service, every customer requires an agent’s help to resolve their query. The surge in contact volume stresses the contact center operations. In the last few weeks we’ve already seen brands reallocating sales and other staff to handle customer queries to strengthen the contact centers.

Self Service 71

Self Service Virtual Agent Customer Journeys Contact Center 71

Stella Connect

MAY 4, 2017

This year’s ICMI Contact Center Expo & Conference in Orlando (May 22-25) promises to be quite an event. These are the topics we feel are particularly important for contact center leaders to focus on in their efforts to build world-class service organizations and stronger brands. Bancorp Fund Services contact center.

Contact Center 40

Contact Center Omni-Channel Conference Employee Engagement 40

Interactions

JULY 7, 2022

The current labor shortage is a big problem, especially for contact centers. Without enough agents in a contact center, customers cannot get the help they need. In other words, customers shouldn’t feel like they are talking to a robot. Learn more about labor optimization in our ebook.

Virtual Agent 62

Virtual Agent Contact Center eBook Advertising 62

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

Qualtrics

APRIL 27, 2020

Customer Care Managers are used to dealing with regular surges in demand. Most customer care centers (also referred to as contact centers) have an established process, planned months in advance to ensure they cope adequately and maintain the customer experience. The results can be drastic.

Customer Care 36

Customer Care Self Service Chatbots Airlines 36

Interactions

APRIL 16, 2020

Brands are posed with the difficult task of handling the unexpected without detracting from customer’s experience. . Managing the unpredictable, coupled the stress and concerns around retaining and training agents, creates a perfect storm for contact centers. Contact centers need the ability to handle the unexpected.

Self Service 71

Self Service Contact Center eBook Leadership 71

Interactions

JULY 9, 2020

Virtual assistants can alleviate many agent pain points associated with contact center attrition including monotonous work and the pressure to keep up with the pace while maintaining numbers. And businesses are experiencing another benefit of using Conversational AI solutions: improved agent experience.

Contact Center 71

Contact Center eBook Training Communication 71

Playvox

JUNE 22, 2023

Tracking, reporting, and improving upon metrics are essential across all areas of business, including finance, sales, marketing, and contact center management. What Are Call Center Efficiency Metrics? Call center managers need metrics to successfully measure agent performance and improvements to call center operations.

Call Center 52

Call Center Metrics Contact Center Net Promoter Score 52

Interactions

JANUARY 29, 2019

We’ve talked about how to choose the right technology for your customer care strategy and how an automated customer care solution can take your customer experience to the next level. One of those solutions, conversational AI, is becoming quite a buzzword in the customer care industry.

Airlines 48

Airlines eBook Customer Care Contact Center 48

Interactions

OCTOBER 7, 2021

There can be many factors that can contribute to an inefficient customer service interaction. These can include agents having difficulty accessing information, contact centers being short staffed during high volume times, and the need to transfer customers to different departments, sometimes multiple times.

Self Service 62

Self Service Customer Service Contact Center Tips 62

Comm100

FEBRUARY 16, 2018

Customer advocates and thought leaders agree: providing a friction-less experience for customers is moving from novelty to mandatory. That is why reducing customer effort was voted the number one priority for contact centers in 2018. Recommended for you: Is Your Contact Center Ready for the New Year?

Customer Service 122

Customer Service Social Media Chatbots Knowledge Base 122

Stella Connect

JANUARY 25, 2018

In recent years, we’ve seen a major shift in brands’ approaches to customer service delivery and contact center performance management. How will emerging and growing trends change the customer service equation? More Companies Will Make Customer Service a Strategic Priority. One strike and you’re out.

Self Service 40

Self Service Trends Customer Service Contact Center 40

Qualtrics

AUGUST 1, 2019

Adobe Customer Care (@AdobeCare) February 28, 2017. Want to learn more about how to delight your customers? Check out our recent eBook release, “The Compelling Contact Center Agent Experience” You can download it here. Free eBook: The Compelling Contact Center Agent Experience.

Omni-Channel 8

Omni-Channel Examples Customer Service eBook 8

Stella Connect

JUNE 15, 2017

If your employees are complying with brand standards 100% but your customers aren’t satisfied, what’s the problem? Do the standards even reflect what customers care about? Then there’s the customer journey itself, which often involves multiple channels. Mystery shopping alone can’t tell you that.

ROI 40

ROI Measurement Brands Omni-Channel 40

Team HGS

JANUARY 9, 2019

the outsourced customer care services market is predicted to be valued at $110 billion by 2024. For these trends in full, visit our ebook. EXPECTATIONS: Brands strive to meet the extraordinary expectations of today’s connected customer. Customer Experience. But some would say our industry is hitting its stride.

Trends 40

Trends Self Service Customer Experience Social Media 40

SmartKarrot

DECEMBER 2, 2020

She has proven her spectacular works in content with an eclectic range covering blogs, eBooks, and white papers as well. Sue Nabeth Moore, Customer Success Leader. Rhonda Basler has had an excellent journey from working in outbound customer service contact centers to being the Director. That’s a Wrap.

Customer Success 17

Customer Success Customer Journeys Contact Center Leadership 17

BlueOcean

OCTOBER 22, 2020

When the world hit the pause button in the face of COVID-19, putting our client’s customer care programs on hold wasn’t an option. Grab a copy of our Agent Training eBook for more insight. The post The Pivot to 100% Remote Training in the Contact Center appeared first on Blue Ocean. Request a download here.

Contact Center 156

Contact Center Training Effort Score Virtual Agent 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

FEBRUARY 17, 2022

At a time when just about everything you can think of in terms of goods and materials seems to be experiencing a shortage and it feels like each week, new crises abound, companies simply can’t afford to run short of excellent customer care. Download Pandemic ebook. A Brief Example.

Contact Center 156

Contact Center Customer Care eBook Course 156

Interactions

MAY 14, 2020

Contact Center Challenges. The pandemic has caused an interesting conflict within contact centers. Combined with the increase of call volume, it means long wait times for customers and a negative customer experience. . The Golden Opportunity.

Consumers 71

Consumers Self Service Contact Center Virtual Agent 71

Stella Connect

MAY 11, 2017

Customer feedback loops, particularly when paired with objective data (as we discuss in our latest eBook ), are critical assets in the C-suite. By that I mean immediately, right on the front line—where service teams are actively engaging customers. This isn’t to say VoC data aren’t useful for strategic planning.

Voice of Customer 40

Voice of Customer Data Contact Center Return on Investment 40