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? Shifting Customer Expectations. We’re in this together.

B2C 156

B2C Customer Care Contact Center First Call Resolution 156

BlueOcean

MARCH 19, 2024

On the Blue Ocean blog, we talk a lot about the process of sourcing a strategic partner for your outsourced customer care program. We know a seamless outsourcing transition is essential for maintaining operational efficiency and customer satisfaction, and you need to go on the transition journey with a team of people you barely know.

Customer Care 177

Customer Care How To Sports Case Study 177

Steve DiGioia

JULY 23, 2020

The other day I heard some people complaining about poor customer service. One person complained that the store’s workers spent too much time talking to each other and seemed to not care that she was waiting in line. Talk about “customer care”, huh? Customers don’t care about our needs or our problems.

Customer Care 195

Customer Care Tips Poor Customer Service Customers 195

BlueOcean

NOVEMBER 11, 2020

For companies who outsource (or are thinking about outsourcing) their customer care, there is simultaneously a large degree of uncertainty and urgency. Change at an already tumultuous time is risky, but the need to serve your customers well is critical. Get your copy now. Just fill out the form. Just fill out the form.

eBook 266

eBook Customer Care Resources Customers 266

BlueOcean

MARCH 19, 2024

On the Blue Ocean blog, we talk a lot about the process of sourcing a strategic partner for your outsourced customer care program. We know a seamless outsourcing transition is essential for maintaining operational efficiency and customer satisfaction, and you need to go on the transition journey with a team of people you barely know.

Customer Care 156

Customer Care How To Sports Case Study 156

Bill Quiseng

OCTOBER 9, 2024

So, I encourage you to remind yourself and your colleagues every day about each one of The Rule of Three QUI TAKEAWAYS to Customer Service and Customer Experience. I am here to tell you that if you’re not in the Top Three, you don’t even exist in the minds of your potential customers. Serve to CARE. Here’s why.

Customer Experience 173

Customer Experience Customer Service Social Media Loyalty 173

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

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. We don’t just serve to satisfy customers.

Customer Care 78

Customer Care Retail Government Customers 78

BlueOcean

JANUARY 6, 2020

Competitive pressures, customer expectations, and emerging technologies are some of the key factors pushing leaders to elevate and evolve their customer service approach. We often talk about omnichannel as the ultimate goal for any and every customer service solution. An Increase in Channel Switching.

Omni-Channel 177

Omni-Channel Customer Care Self Service Wait Times 177

Bill Quiseng

JULY 17, 2024

QUI QUOTE: You know you have customer CARE right when your customers don’t tell others what they bought. They tell others who they bought it from. Don’t be just good. Be GREAT out there! customerservice #customerexperience #custserv #custexp #cx

Customer Care 158

Customer Care Customers Customer Satisfaction Customer Service 158

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

JULY 12, 2018

The only constant in the customer care world is change, and if you don’t keep up, you’ll be left behind. That’s why we’ve compiled these must-read articles to keep you updated and give you some food for thought as you think about the future of your outsourced customer care. The Role of Chatbots in Customer Care. “

Customer Care 185

Customer Care Trends Contact Center Chatbots 185

Bill Quiseng

MARCH 30, 2022

We don’t offer customer service training. Training is the “how” of service. And the job of employees is to serve to satisfy the customer. In the end, training instructs students on how to TAKE CARE of the customer. Instead, enroll in Customer CARE University.

Customer Care 78

Customer Care Training Customer Service Training Customers 78

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

MAY 20, 2020

How do we prepare customer care for crisis situations and ensure our capacity to serve customers? The post Redundancy: Preparing Customer Care for Crisis Situations appeared first on Blue Ocean. As a client, what are you looking for in a redundancy model from your strategic partner now?

Customer Care 156

Customer Care Course Customers Industry 156

CSM Magazine

SEPTEMBER 24, 2024

Clients expect exceptional service from their law firm – here’s a roadmap to delivering just that. Excellent customer care is no longer a frill, it’s a fundamental requirement in the legal profession. Step up your law firm’s customer service game and start building strong relationships that last.

Customer Care 52

Customer Care How To Roadmap Feedback 52

CSM Magazine

SEPTEMBER 6, 2023

If you have, you would know that dealing with frustrated and angry customers is part of the job. Websites have been great for this and have replaced a lot of work that customer care agents previously handled. Unfortunately, a lot of customer support gets outsourced, and finding someone who can actually help is tough.

Customer Care 98

Customer Care Call Center Customer Service Representative Chatbots 98

Bill Quiseng

JANUARY 11, 2023

Customers who are dissatisfied with your service rant about their no class experience to others. Customers who are satisfied with your service feel that their experience is good, not better, just average. And satisfied customers won’t come back when they find something better or less expensive. Serve to CARE.

Customer Care 88

Customer Care Marketing Social Media Advertising 88

BlueOcean

JANUARY 9, 2018

Long gone are the days when customers almost expected to experience IVR hell and would pretty much tolerate jaw-dropping wait times. IBM reports that by 2020 – that’s just two years away – 85% of all customer service interactions will occur without a human agent. What Does AI Customer Service Look Like?

Omni-Channel 191

Omni-Channel Customer Care Contact Center Case Study 191

Interactions

APRIL 16, 2024

How Can the Bar be Raised to Surpass Customer Expectations? 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.

Customer Care 62

Customer Care Self Service Omni-Channel Metrics 62

BlueOcean

OCTOBER 6, 2020

For clients with complex care scenarios – whether that is enterprise customer success management or providing critical support direct to consumers – change is never taken lightly. Are you still in regular contact with your partner’s leadership team and do you still trust them to deliver excellence for your customers?

Customer Care 156

Customer Care Contact Center Effort Score Net Promoter Score 156

Vonage

SEPTEMBER 21, 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

ShepHyken

OCTOBER 12, 2022

Social customer care may not be the most popular channel to deal with customer issues for most businesses, but that doesn’t mean it’s not important. More and more customers are turning to social media to get help. When a company tells me they don’t want to participate in social media customer care, I ask why.

Social Media 163

Social Media Customer Service Customer Care Customer Service Training 163

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. Hourly staff? Agent Profile.

Contact Center 156

Contact Center Customer Care Comparison Culture 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

C3Centricity

AUGUST 4, 2020

The current pandemic has clearly highlighted those companies who care about their customers and who provide them with customer service excellence. If you claim to be customer centric are you sure you’re truly walking the talk and not just talking about customer service excellence?

Customer Service 177

Customer Service Social Media Customer Service Representative Self Service 177

Advantage Communications

APRIL 14, 2021

All businesses want to keep their customers, and prospects, happy. Satisfied customers are the difference between a successful and highly-profitable company, or a business that is struggling to compete with its competitors.

Customer Care 105

Customer Care Customer Experience Customer Service Customers 105

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

APRIL 15, 2019

The trend of personalized customer experience has since transformed almost every industry as we know it. From the retail experience to social media connections to issue resolution via the contact center, customers want their individual needs known and reflected in the interactions, services, and products they pay for.

Customer Care 189

Customer Care Social Media Contact Center Poor Customer Service 189

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.

Customer Care 156

Customer Care Roadmap Training Call Recording 156

Kayako

APRIL 11, 2017

She will guide you through why customer care is so important and how teams can feel empowered to help their customers. You love doing everything that you can for your customers. Customers can make crazy requests. Sometimes their request is out of reach of what you can actually do for your customer.

Customer Care 192

Customer Care Culture Customer Service Representative Customers 192

BlueOcean

AUGUST 30, 2018

Did you know that 32% of customers worldwide will quit doing business with a brand – even if they love it – because of just one bad experience? This statistic from a PwC survey is an eye-opener for any organization that interfaces with customers on a regular basis. But what constitutes a bad experience?

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. Everything I Need To Know About Customer Experience I Learned From A Jack Nicholson Movie by Chip Bell (Forbes) Excellent customer experience is an assertion, not a response. Here are my top five picks from last week.

Customer Service 89

Customer Service ROI Return on Investment Customer Journeys 89

Helpware

FEBRUARY 13, 2024

Understanding customers' needs is the main aim of customer service automation. Modern businesses are on the lookout for new methods that will make their customer support more personalized and tailored.

Self Service 83

Self Service Examples Customer Service Customer Care 83

TechSee

APRIL 4, 2023

While searching on the National Association of Home Builders (NAHB) site on the term “customer service”, the phrase “act as if you like your customer” comes up. Basically, this is the same idea as “treat the customer as a friend”. The number one reason for this is because it saves them and their customers time.

Industry 109

Industry Customer Service Customer Care Customer Service Strategies 109

GlowTouch

JUNE 21, 2021

Customer Care. Communicate with your customers through their preferred channel: chat, voice/IVR, email, social media, SMS, Facebook Messenger, in-app messaging, and web self-service. . More people using more tools more often means more is expected from service agents. Remote work and remote customer service agents.

Customer Care 52

Customer Care Self Service First Call Resolution Social Media 52

Bill Quiseng

MAY 24, 2023

It’s the same for customer service. You already know what customer service is, but to make it flourish, you and your team need to be reminded periodically. So, I offered people a continuous education in customer CARE. If you missed it, just follow it here: Don’t offer customer service training.

Customer Service 113

Customer Service Customer Service Training Customer Care Training 113