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. Agent Training. Hourly staff?

Contact Center 156

Contact Center Customer Care Comparison Culture 156

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

APRIL 7, 2025

And youre ready for your outsourced customer service RFP to hit the road and bring you some stellar options for a new contact center partner. AI and customer care are growing deeply intertwined, with intelligent tech delivering powerful insights for hyper-personalized experiences.

Contact Center 156

Contact Center Self Service Case Study Measurement 156

eglobalis

SEPTEMBER 28, 2024

Failure to Close the Loop on Customer Feedback: Instead of using customer feedback to improve services, some dealers in Europe—such as those in Ingolstadt and Pfaffenhofen, Bavaria—ignore or dismiss complaints. During this time, the navigation system would sometimes function perfectly, while at other times, it failed completely.

Automotive 484

Automotive Loyalty System Return on Investment 484

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. The Importance of a Smooth Transition in Your Outsourced Customer Care Transitioning your outsourced customer care program from one partner to another is a complex undertaking.

Customer Care 177

Customer Care How To Sports Case Study 177

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.

Customer Care 31

Customer Care Contact Center Call Recording Software 31

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

BlueOcean

MAY 11, 2020

Situation: You’re tasked with choosing a new outsourced partner for your organization’s customer care program. Did the pandemic expose cracks in your current customer care solution, whether that is in-house or outsourced? To save precious time, you can start with a solid RFP template for customer care solutions.

Customer Care 156

Customer Care Contact Center Travel Effort Score 156

BlueOcean

DECEMBER 10, 2024

Halifax, Nova Scotia – Blue Ocean Contact Centers, a leading provider of high-touch customer care solutions, has been awarded a Bronze Medal from EcoVadis, placing them in the top 35% of companies globally for sustainability performance.

Contact Center 156

Contact Center Insurance Customer Care Innovation 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. The Importance of a Smooth Transition in Your Outsourced Customer Care Transitioning your outsourced customer care program from one partner to another is a complex undertaking.

Customer Care 156

Customer Care How To Sports Case Study 156

BlueOcean

MAY 11, 2020

Situation: You’re tasked with choosing a new outsourced partner for your organization’s customer care program. Did the pandemic expose cracks in your current customer care solution, whether that is in-house or outsourced? To save precious time, you can start with a solid RFP template for customer care solutions.

Customer Care 156

Customer Care Contact Center Travel Effort Score 156

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. Understand What Your Customers Need.

Self Service 295

Self Service Knowledge Base e-support Policies 295

Zeisler Consulting

JANUARY 14, 2025

Nevertheless, recently I had a very cool discussion with a friend of mine in the CX/UX space, and I posited the following theory, almost right off the top of my head as I was thinking it while I spoke: AI may actually make CX worse in the long run, or at least impede better Customer Experiences. Thats the heart of CX.

Contact Center 93

Contact Center Fashion Resources System 93

InMoment XI

SEPTEMBER 28, 2021

Every company executive will agree that having loyal customers is a key to business success. But what are executives really doing to encourage customer loyalty? Most businesses will point to their customer care training or customer relationship management (CRM) system and count on these tools to build loyalty.

Loyalty 389

Loyalty Tips Feedback Advertising 389

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.

Airlines 370

Airlines CRM Government ROI 370

Zeisler Consulting

MAY 28, 2024

Naturally, considering my Framework , I concentrate a lot of my efforts on identifying processes and systems that are causing misalignment with a Brand Promise. In a ton of instances, the problems your Customers are having with you are a result of bad (or poorly executed, or both) processes. Well, okay, I do that a lot anyway.

Policies 93

Policies System Brands Customer Care 93

BlueOcean

AUGUST 30, 2018

Navigating this shifting landscape is challenging and investment in the latest and greatest systems and tools can impact your bottom line. The key is to find a true strategic partner who you trust to stay ahead of the customer experience curve. Ready to take your customer care solution to the next level?

Customer Service 232

Customer Service Contact Center Chatbots Customer Care 232

Steve DiGioia

APRIL 19, 2021

Or is it the empathy statement, in which you see the situation from the customer’s point of view? Apology-plus-empathy is the cookies-and-milk of customer care. We’re sorry our software update wasn’t compatible with your laptop’s operating system. Don’t pepper your customer communications with wanton apologies.

Customers 304

Customers System Communication Course 304

BlueOcean

MARCH 31, 2022

When Billy Beane used a highly specialized system of metrics to help his scrappy low-budget Oakland A’s teams compete with juggernauts in the league, the lessons weren’t lost on us. When we talk about “running the numbers” in the context of customer care, it’s a little bit like going to practice every day.

Contact Center 296

Contact Center Sports Conference Resources 296

BlueOcean

FEBRUARY 7, 2018

Every day, we interact with executives who are in the early stages of discovery, looking for ways to improve their customer experience and/or drive cost out of their customer care model. Obviously, every company is different: customer journey maps, pain points, and growth projections are all different.

Customer Journeys 168

Customer Journeys Abandon Rate Contact Center Customer Care 168

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

MARCH 31, 2021

COVID-19 has significantly impacted customer behaviors and expectations. In fact, in a survey from Noble Systems , almost 54% of respondents claimed to have noticed behavioral changes in their customers over the last 12 months. This inevitably translates to higher contact volume in the customer care realm.

Omni-Channel 156

Omni-Channel Tourism Self Service Contact Center 156

Calabrio

MARCH 5, 2025

A McKinsey survey revealed customer care leaders top growth priorities included customer experience improvement, technology implementation, and identifying revenue growth opportunities. The kicker: theyll have to achieve these goals even while a sizeable majority of them also expect to see a significant rise in call volume.

Contact Center 130

Contact Center Call Center Average Handle Time Customer Satisfaction 130

Comm100

OCTOBER 17, 2017

Large corporations and small companies alike have had to either learn how to properly engage with customers over social media, or lose business as a result. 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.

Social Media 178

Social Media Customer Service Customer Care Feedback 178

C3Centricity

MAY 25, 2020

Or worse, they invest in the latest platforms and systems in the hope that using technology to understand customers will help them with their knowledge void. Fast, Personal Service Is Directly Linked to Customer Loyalty. According to @SalesForce research, fast, personal service is directly linked to customer loyalty.

Technology 304

Technology Analysis Data Consumers 304

InMoment XI

OCTOBER 5, 2023

In other words, a follow-up lets customers know you’re as interested in the relationship they have with your brand as the transaction. Check out this resource that outlines the 7 steps for implementing a closed loop system ! Follow up with employees, too! Not sure where to start?

Contact Center 364

Contact Center Self Service How To Call Center 364

C3Centricity

MARCH 15, 2018

Fast, Personal Service Is Directly Linked to Customer Loyalty. 71% of consumers say that customer service provided on any day at any time has an influence on loyalty, and almost as many (69%) say the same about personalized customer care. . Nothing could be further from the truth.

Data 312

Data Retail Analysis Analytics 312

Comm100

OCTOBER 11, 2017

Should it be customer service? If you want a well-rounded, capable, and effective social media customer care team, then the answer is all of the above. This is also possible for companies whose social media team comes from a single department, and who aren’t fully versed in the ins-and-outs of responding to customers as a team.

Social Media 172

Social Media Customer Service Strategies Customer Service Strategy 172

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

Lumoa

AUGUST 3, 2021

You see, customers need to interact with systems and departments multiple times on varying levels to meet their goals, such as opening an account or solving a product issue. These repeated interactions and the overall progression make up what is known as the “customer journey.”

Customer Journeys 243

Customer Journeys Customer Experience Touchpoint Customers 243

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. Automated Systems Use automated systems for scheduling, reminders, and follow-ups.

Customer Care 52

Customer Care How To Roadmap Customer Centricity 52

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 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

NICE inContact

OCTOBER 3, 2016

Now that we have seen one end of the customer service experience spectrum, let’s further explore Section 2 of the report which focuses on CSR Insights for the Consumer. The results suggest most CSRs have a good deal of the Zappos zest for customer care in them. Was it inadequate or difficult-to-use systems?

Comparison 206

Comparison Customer Service Representative Contact Center Call Center 206

Calabrio

AUGUST 7, 2019

Anyone working in the contact center industry knows Customer Contact Week (CCW) to be the end-all, be-all event for customer experience, contact center and customer care professionals. To further ensure a positive customer experience, quality scores represent 50 percent of each agent’s individual performance scorecard.

Contact Center 189

Contact Center Net Promoter Score Effort Score Gamification 189

AWS Machine Learning

OCTOBER 17, 2023

Amazon Pharmacy is a full-service pharmacy on Amazon.com that offers transparent pricing, clinical and customer support, and free delivery right to your door. Amazon Pharmacy provides a chat interface where customers (patients and doctors) can talk online with customer care representatives (agents).

Chatbots 124

Chatbots Knowledge Base Customer Care Multi-Channel 124

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. The ingestion workflow involves three key components: policy documents, embedding model, and OpenSearch Service as a vector database.

Insurance 109

Insurance Interaction Policies Knowledge Base 109