BlueOcean

APRIL 15, 2019

How outsourcers build that connection between agent/customer/client brand is the secret sauce – and if you are going to RFP for a new customer care provider, that’s where you should be probing for specific examples and process details. Empowering Your Team to Deliver Kick-Ass Customer Experience. Read this next!

Customer Care 189

Customer Care Social Media Contact Center Poor Customer Service 189

BlueOcean

MAY 5, 2023

We’ve said it before and we’re not afraid to repeat it until the cows come home: using a boilerplate RFP in the process to find a new customer care outsourcer is a quick road to failure. You’re looking for a strategic partner who will interface with your customers day in and day out. That requires a custom RFP.

Customer Care 156

Customer Care Contact Center Comparison Government 156

GetFeedback

AUGUST 16, 2018

But when it comes to service quality, how do you measure where you really stand with customers? Here’s a look at the top 11 customer service metrics you should start measuring today. Customer Happiness Metrics. How can you quantify how customers feel about your brand? Customer Satisfaction (CSAT) Score.

Metrics 199

Metrics Measurement Net Promoter Score Customer Service 199

BlueOcean

MAY 20, 2020

How do we prepare customer care for crisis situations and ensure our capacity to serve customers? In our corporate history, redundancy measures came in many different shapes and sizes. The post Redundancy: Preparing Customer Care for Crisis Situations appeared first on Blue Ocean.

Customer Care 156

Customer Care Course Customers Industry 156

BlueOcean

MARCH 24, 2025

Your customer care partner is going to focus their time and resources on meeting these targets. Accurate call volume forecasting informs the strategy around staffing, the allocation of skills and human resources, and the strategy around deploying channels and AI for customer care.

Contact Center 156

Contact Center Automotive Analytics Metrics 156

C3Centricity

SEPTEMBER 16, 2019

As a customer first strategist (hopefully just like you), I spend a lot of my time searching how to better measure customer centricity for my clients. I also do a lot of analyses on what customers really want today. I’m always trying to understand exactly the solutions customers need, desire and dream of having.

Customer Centricity 184

Customer Centricity Measurement How To Customer Satisfaction 184

BlueOcean

FEBRUARY 22, 2024

Here are a few green flag markers that help indicate that you’ve found the best-fit outsourced customer care partner. If you’ve taken part in an outsourced customer care procurement process, either as a bidder or as a buyer, we’d lay money on the fact that you’ve got some horror stories to tell.

Customer Care 156

Customer Care Entertainment Government Contact Center 156

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? Let’s face it: Contact center metrics that measure customer service as if it’s some kind of race (think Average Handle Time) are frankly table stakes.

Customer Care 156

Customer Care Contact Center Effort Score Net Promoter Score 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

BlueOcean

AUGUST 13, 2024

In the outsourced call center world, we measure everything in terms of percentages: minutes and seconds, dollars and cents. Measuring deep into the trenches of the contact center is an absolute must. The math provides us with insights on how to improve the customer experience and gain greater value for the client.

Call Center 156

Call Center Metrics Measurement Average Handle Time 156

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.

Contact Center 156

Contact Center Customer Care Comparison Culture 156

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.

Contact Center 156

Contact Center Customer Care Comparison Culture 156

BlueOcean

MARCH 20, 2017

Measuring the quality and productivity of the work-at-home agent is the same process as in-house; agents are held accountable to the same key performance indicators, and they are frequently asked to self-evaluate their delivery of the customer experience. The post What’s the State of Work-at-Home in Customer Care in 2017?

Customer Care 189

Customer Care Contact Center Call Center Average Handle Time 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. You deserve it.

Customer Care 156

Customer Care Roadmap Training Call Recording 156

BlueOcean

DECEMBER 4, 2019

As a result, for most companies, any relationship with an outsourced customer care partner is going to have to come with stringent PCI DSS standards well-established, as well as robust data security systems solidly in place. Let’s dig into the state of PCI as it relates to customer care today. PCI Compliance Background.

Customer Care 31

Customer Care Contact Center Call Recording Software 31

InMoment XI

NOVEMBER 14, 2024

This guides businesses toward strategic decisions based on measurable data. CRM Integration Integrating social listening data with customer relationship management (CRM) software helps you build rich customer profiles. For example, a fashion retailer can leverage social media activity to identify its most valuable customers.

Tools 195

Tools Social Media Customer Experience Analysis 195

Beyond Philosophy

FEBRUARY 10, 2022

I am surprised daily about how many organizations can’t articulate how their improvement in various experience measures, like Net Promoter Score® , will benefit the organization. This connection is essential to understand to create a winning customer strategy. . The same is true for customer data.

Measurement 166

Measurement Customer Experience Net Promoter Score Effort Score 166

InMoment XI

OCTOBER 28, 2021

The org is also supported by IT and the technology platforms—such as apps and websites—that customers can use, as well as the internal systems that enable employees to deliver a great experience. And of course, Customer Care is the safety net if something goes wrong along the way. The organization component here is key.

Airlines 370

Airlines CRM Government ROI 370

BlueOcean

FEBRUARY 25, 2019

It’s a trend that has a significant impact on the customer care sector. There are very real service expectation differences between providing customer service to a one-off consumer versus a loyal member. Delivering kick-ass customer experience is our brand promise – and we can’t wait to show you. Let’s chat today.

Customer Experience 290

Customer Experience Effort Score Contact Center Customer Care 290

BlueOcean

JANUARY 8, 2019

You have to assume that had that customer had a positive experience – both with your product/service and with your customer service team – they would have continued to buy from you and recommend your brand to others. According to research, only 42% of companies are able to accurately measure lifetime customer value.

Lifetime Customer 299

Lifetime Customer Contact Center Poor Customer Service eBook 299

BlueOcean

JULY 15, 2024

For many organizations, in-house customer care feels like the right choice. It keeps you close to your customers and ready to serve them with your comprehensive knowledge of your products or services. Ensuring your customer support center is up and running, no matter what, is a daunting task that organizations must prepare for.

Contact Center 177

Contact Center Customer Care Measurement Training 177

Second to None

MARCH 18, 2021

By listening to their customers and measuring customer service standards, grocery brands can stay ahead of the curve and deliver what their customers need and want most— especially as consumer expectations and trends evolve. Measure Across All Grocery Customer Service Touchpoints.

Measurement 113

Measurement Brands Customer Experience Touchpoint 113

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

BlueOcean

JUNE 17, 2021

For many organizations, in-house customer care feels like the right choice. It keeps you close to your customers and ready to serve them with your exhaustive knowledge of your products or services. Customer care is often a 24/7/365 job, and the slightest disruption has the potential to impact your reputation and brand loyalty.

Contact Center 177

Contact Center Customer Care Measurement Report 177

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

BlueOcean

JULY 15, 2024

For many organizations, in-house customer care feels like the right choice. It keeps you close to your customers and ready to serve them with your comprehensive knowledge of your products or services. Ensuring your customer support center is up and running, no matter what, is a daunting task that organizations must prepare for.

Contact Center 156

Contact Center Customer Care Measurement Training 156

InMoment XI

NOVEMBER 18, 2024

Zendesk Zendesk provides a robust customer service and support platform that integrates CX insights into ticketing, messaging, and live chat. Designed for ease of use, Zendesk offers tools for tracking customer issues, measuring satisfaction, and analyzing behavior through support interactions.

Analysis 195

Analysis Customer Journeys Social Media Analytics 195

BlueOcean

DECEMBER 18, 2018

AI can be a powerful tool, but it is just one cog in the customer care engine. AI should enhance the customer experience through seamless, elegant integration with live agent support – allowing agents to focus on higher value or higher complexity scenarios requiring human intelligence and decision-making. MEASURING SUCCESS.

Contact Center 195

Contact Center Self Service Chatbots Case Study 195

GetFeedback

MAY 2, 2019

And yet, whilst many organizations measure their CX in some form or another, the majority still have no idea about the actual value their CX initiatives bring. The following sections come from Kapiche’s eBook: “ What’s the Real Value of Customer Experience? Why your leadership should care about CX.

Strategy 261

Strategy Net Promoter Score ROI Effort Score 261

Kayako

MAY 13, 2022

In recent years, the rise of social media put the customer in charge of the brand conversation. As e-commerce and demand for online help expands, companies have to meet and exceed new expectations to keep customers satisfied. Are you ready to provide fast and responsive customer care? What Is Customer Self-Service?

Self Service 275

Self Service Knowledge Base e-support Policies 275

Lumoa

MARCH 9, 2023

Customer empathy is at the heart of Lush’s approach to building trust with its customers. By understanding that their customers care deeply about the products they buy and how they are created, Lush has taken steps to address these concerns. There’s no objective measure of empathy.

Customer Experience 397

Customer Experience Social Media Customers Video 397

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. 9 Define Your Image. ” #10 Update Your KPI’s.

Customer Centricity 262

Customer Centricity Competitive Advantage Trends Brands 262

Lumoa

AUGUST 3, 2021

Research shows that, generally, if a customer can help themselves, they will opt for that before choosing to reach out because it’s quicker. Continued measurement To cultivate a culture of continuous improvement, set clear aspirations and metrics to track performance and impact.

Customer Journeys 243

Customer Journeys Customer Experience Touchpoint Customers 243

CX Accelerator

DECEMBER 31, 2018

Beth Gauthier-Jenkin, The Vice President of Customer Care at Gopher Sport recently generated a wonderful culture dialog via email. Are there too many, are they too “strict”, and in what way is it measured/are they held accountable? Nate recently turned me onto OfficeVibe which can help you measure employee engagement.

Culture 244

Culture Contact Center Leadership Employee Engagement 244

Pointillist

MAY 19, 2020

By Stephanie Ventura Customer experience is more important than ever in 2020. But what makes some organizations more effective than others at managing customer journeys, measuring outcomes and improving experiences? “ Hank Brigman Customer Experience Strategist Author of TOUCHPOiNT POWER! different ways.

Customer Journeys 94

Customer Journeys Measurement Report Management 94

delighted

JUNE 29, 2021

One reason is that Quibi began right when the COVID-19 pandemic was at its pinnacle: consumers were working from home or unemployed due to social distancing measures. How to measure product/market fit. Or, try searching for hashtags on Twitter to hone in on topics your target customers care about most.

Measurement 95

Measurement Net Promoter Score Marketing How To 95

BlueOcean

FEBRUARY 27, 2018

If you answered “no, our social customer care is most definitely not kicking ass” – don’t worry, you’ve come to the right place. We’ve curated five thought-provoking blogs that will help you get on the path to best-in-class social customer care. Social Customer Care Cannot Be Ignored.

Omni-Channel 199

Omni-Channel Social Media Customer Service Contact Center 199