BlueOcean

MAY 17, 2016

IMP Customer Care, a bilingual outsourced contact center with roots in Bathurst, is transitioning to the Blue Ocean Contact Centers brand. The transition will be seamless as the leadership and customer care team will remain in place under the Blue Ocean brand. IMP Customer Care devient Blue Ocean Contact Centers.

Contact Center 120

Contact Center Customer Care Groups Leadership 120

ECXO

JUNE 20, 2023

Business customers care about what your brand stands for. It can be more important than innovation or market dominance. Price and quality matters but consumers and buyers are increasingly making decisions driven by values-based preferences aligned with customer experience.

B2B 367

B2B Brands Innovation Government 367

TechSee

DECEMBER 4, 2018

Our goal is to partner with innovative Tier-1 companies, by providing them with digital solutions that enable them to exceed their customers’ expectations. Vodafone Group plc is a multinational telecommunications conglomerate committed to customer service excellence. M annually.

Innovation 95

Innovation Self Service Telecommunications Customer Satisfaction 95

InMoment XI

NOVEMBER 18, 2024

Competitive Advantage Understanding customer behavior can be a key differentiator in today’s business environment. If your business can effectively analyze and utilize customer behavior insights, you can stay ahead of your competitors by being more innovative and customer-focused.

Analysis 195

Analysis Customer Journeys Social Media Analytics 195

CSM Magazine

MARCH 10, 2025

SmartBear Customer Care team and Solutions Architect Joe Joyce earn global honors for customer service and support. SmartBear ,a leading provider of software quality and visibility solutions,is the winner of two Stevie Awards in the 19 th annual Stevie Awards for Sales & Customer Service.

Sales 52

Sales Customer Service Customer Care Innovation 52

C3Centricity

JUNE 25, 2020

Brand #Values #BrandEquity Click To Tweet. #4 Make your Customer Everyone’s Responsibility. Is customer care only on the objectives of one or two departments in your organisation? Perhaps it’s only for the care centre employees or merchandisers to do. 7 Expand Your Innovation Thinking.

Customer Centricity 262

Customer Centricity Competitive Advantage Trends Brands 262

Inbenta

NOVEMBER 9, 2021

Digital transformation has affected almost every industry, as organizations try to gain a competitive advantage and cater to changing customer demands. The post Chatbots in Banking: The New Must-Have in Customer Care appeared first on Inbenta. Want to build your own banking chatbot? Get our 14-day free trial.

Chatbots 95

Chatbots Banking Customer Care Self Service 95

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

BlueOcean

JUNE 27, 2024

She argues that these elements must work together seamlessly, much like a symphony, to create lasting customer loyalty and advocacy. Wakabayashi underscores the crucial role of leadership in fostering an AI-enabled environment, emphasizing the shifting focus of AI adoption towards customer experience improvements.

Customer Experience 156

Customer Experience Contact Center Customer Centricity Leadership 156

Upstream Works

JANUARY 25, 2022

CX innovation is accelerating faster than ever before, and it’s integral that contact centers keep pace. Changing customer expectations, operational efficiencies, and the need for actionable data to inform decision-making have put transformation at the forefront. But how can contact centers respond? A Unified Agent Desktop.

Innovation 78

Innovation Contact Center Omni-Channel Self Service 78

TechSee

APRIL 10, 2018

They recognize that technology is here to stay, and have made the strategic choice to embrace innovative technological solutions. Driven by a need to improve the ever-evolving customer experience at scale, the customer care industry is rapidly moving to more digital, multichannel, self service first, automated service practices.

Call Center 139

Call Center Self Service Technology Competitive Advantage 139

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

CX Journey

NOVEMBER 4, 2014

Companies can start by designing a customer experience that''s worthy of customer caring and loyalty. As I wrote previously , I believe a great customer experience is built on trust but is also personalized, memorable, remarkable, and consistent. What are some of the attributes of a great experience?

Brands 206

Brands Loyalty Advertising Policies 206

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

CSM Magazine

DECEMBER 1, 2022

Customers of health-related products—such as over-the-counter medicines, dietary supplements, nutraceuticals, medical devices, wearables, and animal health products—typically have higher expectations of manufacturers than do users of other types of consumer products. Proactive outreach. Product recall support. Documentation of contacts.

Healthcare 52

Healthcare Customer Care Omni-Channel Self Service 52

Comm100

JUNE 30, 2016

This course is longer than your typical, free customer service training course, and each unit contains assessments that require you to demonstrate your knowledge as it pertains to each subject area. Perfect for a mid-level customer service agent who needs to brush up on a few key concepts. Image source: Lynda.com. Duration: 45 minutes.

Customer Service Training 183

Customer Service Training Course Training Customer Service 183

C3Centricity

OCTOBER 22, 2018

I often wonder how we so easily forget that customer service is after all just two people connecting and engaging for mutual benefit. Is that how your own customer care centre exchanges feel? How do we so easily forget that customer service is just two people connecting and engaging for mutual benefit?

Healthcare 285

Healthcare Consumers Customer Service Company 285

CSM Magazine

SEPTEMBER 24, 2024

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. Clients expect exceptional service from their law firm – here’s a roadmap to delivering just that.

Customer Care 52

Customer Care How To Roadmap Customer Centricity 52

BlueOcean

AUGUST 26, 2019

Blue Ocean, a North American provider of customer care solutions, is excited to announce the new face of Blue Ocean at blueocean.ca. When Blue Ocean embarked on the website redesign journey, the primary goal was to center the focus around the total customer experience.

Customer Experience 136

Customer Experience Video Customer Care Tips 136

TechSee

APRIL 9, 2018

Visualization and automation are two fundamental innovations that are currently transforming the customer service industry. The team at TechSee is committed to the research and development of these technologies in the domain of customer care.

Customer Care 111

Customer Care Consumers Innovation Technology 111

BlueOcean

AUGUST 20, 2020

Over the years, we’ve written many articles singing the praises of on-site visits with potential customer care outsourcers. And most outsourced customer care companies are leveraging wide-spread work-from-home models with facilities operating at a fraction of their previous capacity.

Video 156

Video Customer Care Leadership Culture 156

NICE inContact

JULY 5, 2019

It’s all about customer service and customer experience (CX). I was lucky enough to participate in the Expo Hall – where more than 2,500 CX “fans” mixed and mingled to learn about the most state-of-the-art innovations and solution demonstrations. In this blog, I share some highlights from the show.

Contact Center 139

Contact Center Omni-Channel CRM Innovation 139

Comm100

OCTOBER 16, 2018

Why amazing customer experiences matter. By 2020, customer experience (CX) will overtake price as a key product differentiator. While there are many ways to improve CX – ease of use, innovation, and speed are just a few – companies should be paying more attention to consistency and personalization.

Multi-Channel 152

Multi-Channel Customer Experience Customer Journeys Chatbots 152

BlueOcean

JANUARY 22, 2019

If you’re going to RFP for an outsourced customer care solution in 2019, read this first. At Blue Ocean, our customer experience solutions are a perfect blend of innovative technology and authentic human connections, giving your customers the level of service they crave. The True Cost of Losing a Customer.

Consumers 204

Consumers Trends Customer Experience Strategy 204

Michelli Experience

APRIL 18, 2017

Appreciate the impact of customer care. At the same time, I am hoping that customer centric brands (not in airline travel per se) will enter the fray. Once you let passengers assume a seat, “oversold” is not a condition that allows you to violate your contract to transport them.

Airlines 230

Airlines Travel Transportation Customer Centricity 230

AWS Machine Learning

NOVEMBER 18, 2024

In this post, we explain how InsuranceDekho harnessed the power of generative AI using Amazon Bedrock and Anthropic’s Claude to provide responses to customer queries on policy coverages, exclusions, and more. Continuous model enhancements – Amazon Bedrock provides access to a vast and continuously expanding set of FMs through a single API.

Insurance 107

Insurance Interaction Policies Knowledge Base 107

SaleMove

MARCH 12, 2021

Failure to innovate and keep pace with competitors has been the demise of many great businesses. In fact, today’s technology is only accelerating the innovation cycle, making complacency an even bigger threat. We are seeing automation, self-service and AI completely transform customer care and how customer-facing teams operate.

Contact Center 97

Contact Center Self Service Customer Care Innovation 97

TechSee

MARCH 6, 2018

Customer care costs are increasing, agent turnover is growing and customer churn is at its peak. What can they do to increase agent productivity and keep customers happy? With conversational platforms, he enables customers to speak with chatbots and IVR. This contact center needs help fast! How does he do it?

Contact Center 117

Contact Center Chatbots Customer Care Financial 117

TechSee

APRIL 3, 2018

It is well known that the acquisition costs of converting new customers far outweigh the cost of maintaining current customers, further motivating companies to find and implement innovative customer retention strategies. Customer care and support – TechSee.

Customer Retention 141

Customer Retention Technology Strategy Analytics 141

Experience Investigators by 360Connext

JUNE 15, 2015

American Express CEO Ken Chenault and Jack Ma, Founder of Alibaba , sat on a small stage and asked each other a few questions about small business, customer-first leadership, and the future of innovation. Innovation can’t happen if you are drowning in bureaucracy , according to Jack Ma. It’s all about the customer!

Leadership 110

Leadership Innovation Social Media Consulting 110

TechSee

NOVEMBER 7, 2023

In an increasingly digital world, Hotpoint is driving purposeful innovation to meet the evolving needs of its customers. The company’s colleagues are tasked with liaising with customers, diagnosing faults, and carrying out repairs either via a mobile phone or by an engineer in person.

Customer Experience 124

Customer Experience Call Center Video Social Media 124

NICE inContact

MAY 17, 2019

People — Is there a culture of customer service and customer care that is conveyed to every single employee? Process — Do you have sound systems for feedback management that incorporate both customer and employee feedback and that have a foundation for continuous improvement?

Effort Score 149

Effort Score Metrics Measurement Leadership 149

NICE inContact

APRIL 12, 2017

Sheila McGee- Smith, founder of McGee-Smith Analytics, says, “True digital transformation touches every part of the business, but it begins in the contact center with customer care.” Why? They were growing at a rapid pace and had confidence that their growth was going to continue – if they could continue to innovate.

Contact Center 120

Contact Center Innovation Video Customer Care 120

TechSee

MAY 28, 2019

As self-service becomes more widely adopted across customer care, contact center innovation leaders are seeking better call deflection strategies to help route costly customer enquiries to those alternate channels. He follows the video instructions until he has the system programmed exactly as he wants it.

Self Service 122

Self Service Strategy Chatbots Contact Center 122

BlueOcean

SEPTEMBER 30, 2019

Higher call volumes leading to longer wait times for your customers and higher stress for your agents? Maybe it’s time to consider the benefits of outsourcing some or all of that customer care volume. How are you being innovative as the space and your business evolve? Looking for real-life examples?

Contact Center 149

Contact Center How To Self Service Omni-Channel 149

Customer Bliss

JULY 18, 2017

Brian Lillie joined Equinix in August 2008 and has been focused on building business value through strategic and innovative product development and information technology initiatives.

Chief Customer Officer 131

Chief Customer Officer Customer Care Metrics Communication 131

BlueOcean

JANUARY 23, 2024

However, returning to the “per agent hour” (or sometimes “per minute” or “per transaction”) investment in a customer care outsourcer, every factor is already included. Its success is the result of innovative management and HR leaders as well as tangible initiatives that ensure every employee is engaged in their work.

Contact Center 156

Contact Center Contact Center Software Employee Engagement Call Recording 156