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. How do you train your employees to offer the same level of care? How to teach customer care.

Customer Care 192

Customer Care Culture Customer Service Representative Customers 192

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

NOVEMBER 13, 2023

As customer care teams start planning for 2024, we’ve seen how easy it can be to get stuck in a rut. The quickest way to get re-inspired is by getting a finger on the pulse of current news and customer service trends in the industry. The modern customer journey is complex and constantly evolving.

Customer Care 177

Customer Care Trends Multi-Channel Contact Center 177

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. Sometimes a visual is the most helpful tool.

Customer Care 156

Customer Care Resources Contact Center Infographics 156

InMoment XI

APRIL 3, 2025

Leading companies are now integrating insights from customer care teams to identify early signals of issues, engaging in brand reputation management , and broadening their CX approach to ensure real-time responsiveness. Surveys alone no longer suffice. And build their experience design and measurement around these insights.

Culture 195

Culture Social Media Loyalty Government 195

BlueOcean

MARCH 20, 2017

With cloud and virtualization tools becoming ubiquitous in the business world, the ability to implement and support this technical environment has become significantly easier and more cost-effective. Through the use of SIP technology, communications tools (in our case Cisco’s Jabber) can support rich media, and real-time communication.

Customer Care 189

Customer Care Contact Center Call Center Average Handle Time 189

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

InMoment XI

NOVEMBER 18, 2024

Tools for Customer Behavior Analysis The effectiveness of your customer behavior analysis is largely dependent on the tools you use to complete it. Here are some of the top customer behavior analysis tools to be aware of: 1.

Analysis 195

Analysis Customer Journeys Social Media Analytics 195

ShepHyken

DECEMBER 11, 2020

H e explains how and why expanding customer care operations to include online chat and brand communities can elevate both self-service and customer care. “Hi, That little chat box in the bottom right corner of the screen promises to answer every customer question — but will it? Hi, how can I help you?”

Customer Care 116

Customer Care Self Service e-support Chatbots 116

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

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

BlueOcean

MARCH 24, 2025

Who is responsible for the costs of licensing specific tools and programs? Your customer care partner is going to focus their time and resources on meeting these targets. Make sure there’s no room for ambiguity by answering questions like: What integrations and licenses are needed? How often are updates to be rolled out?

Contact Center 156

Contact Center Automotive Analytics Metrics 156

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. However, it’s not as simple as migrating processes over to shiny new technology.

Customer Service 232

Customer Service Contact Center Chatbots Customer Care 232

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. Plus, by consistently delivering exceptional service, you can attract and retain customers, leading to increased revenue and market share.

Contact Center 130

Contact Center Call Center Average Handle Time Customer Satisfaction 130

InMoment XI

MARCH 26, 2025

Additionally, your survey should include an open-ended question that allows your customers to talk about whatever they want. Your brand will get a better idea of what customers care about and want changedand what you need to do to take action. Keep in mind that short for shortness sake is not necessarily a good thing.

Survey 195

Survey Abandon Rate How To Customers 195

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

Kayako

MAY 13, 2022

Customer self-service portals are a win-win situation because they increase customer satisfaction while freeing up live agent time. A customer self-service portal is an important tool for improving customer satisfaction and increasing loyalty. Are you ready to provide fast and responsive customer care?

Self Service 275

Self Service Knowledge Base e-support Policies 275

TechSee

AUGUST 6, 2020

You painstakingly assessed which new remote customer support tools were needed, strategically shifted budgets, thoroughly researched vendors, carefully evaluated the tools, made the decision, and finally rolled out the solution. Reducing customer effort. IT Priorities. Management advocacy.

Tools 109

Tools Self Service Leadership Video 109

Brandwatch CX

APRIL 1, 2025

Social customer service costs around $1 per interaction , six times cheaper than phone support costs. While the cheaper cost of conducting customer care digitally might be expected to be the driving factor, in large part it is driven by consumers themselves. Done right, socialmedia customer care will benefit both parties.

Social Media 52

Social Media Customer Service Net Promoter Score Engagement 52

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

Russel Lolacher

DECEMBER 20, 2021

A lot goes into providing social customer care during an emergency event considered a “once-in-500 year flood” As the team leading public engagement and digital communication for BC’s provincial transportation, it’s done with a process that prioritizes intentional effort, accessibility and empathy. Some Context.

Customer Care 98

Customer Care Transportation Social Media Government 98

GetFeedback

DECEMBER 26, 2018

We’ll cover some tools and methods that help brands capture it. That’s why it’s important to introduce additional measurement tools that reduce bias. Social is steadily rising to the top of all customer engagement channels, and it will likely stay there. Customers are vocal over social media too.

Measurement 262

Measurement Brands Net Promoter Score Social Media 262

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

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.

Contact Center 195

Contact Center Self Service Chatbots Case Study 195

Kustomer

JUNE 27, 2022

Customer service software and its various integrated tools can position brands of any size to stand out amongst competitors in the eyes of its most important asset: customers. Let’s explore the path to optimizing your brand with our 12 best software tools for 2022. What Are the 12 Best CS Software Tools in 2022?

Software 92

Software Tools Customer Service Self Service 92

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

BlueOcean

JULY 9, 2024

Many more are chasing the efficiency of mobile shopping and website search tools. 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.

Loyalty 177

Loyalty Brands Ecommerce Average Handle Time 177

BlueOcean

FEBRUARY 14, 2018

Remember when social media was the young upstart of the customer care channels and voice was still king? Way back in the good old days of the early 2010s… It seems like a lifetime ago that we were asking ourselves how to handle customers in such a public forum. Or was it customer service?

Omni-Channel 149

Omni-Channel Social Media Contact Center Self Service 149

InMoment XI

FEBRUARY 8, 2023

Most businesses are organized into silos: marketing, sales, operations, customer care, HR, IT, finance, etc. But customer experience is a ribbon that cuts across these silos, and an effective CX program ensures that hand-offs between silos are clean and that no facet of the customer experience falls into the cracks.

Sports 221

Sports Financial ROI Leadership 221

NICE inContact

JANUARY 11, 2019

More recently, the topic of artificial intelligence (AI) and its role in customer care has been one that contact center managers have wanted to learn more about. In addition, evaluation tools must be adjusted so agents assigned with diverse tasks are rated accordingly.

Omni-Channel 45

Omni-Channel Management Contact Center Self Service 45

Calabrio

MAY 28, 2019

Here are some excerpts from customers that contributed to the distinction: “[The] Calabrio Team is a group of top-notch professionals—everyone from the project management and deployment team to customer care support and account executives. [We Director of quality/training/WFM at a $500 million-$1 billion services company.

Engagement 199

Engagement Management Call Center Industry 199

InMoment XI

NOVEMBER 2, 2021

In “Four Customer Experience Tools That Fuel Your Customer Acquisition Strategy,” we highlight four CX solutions you can add to your tool box that will help you bring new customers through your doors. Truly customer-centric companies can easily reach and maintain these percentages.

ROI 195

ROI Customer Retention Infographics eBook 195

CSM Magazine

DECEMBER 18, 2024

Whenever people are looking for lenders, they always seek a company with the best customer reviews. Those reviews are the product of excellent services provided by the lender and the customer care team that welcomed the client and guided them through the whole process. Using new tools and technologies to improve the service.

Trends 52

Trends Customer Service Banking Financial 52

BlueOcean

MARCH 31, 2021

This inevitably translates to higher contact volume in the customer care realm. No longer did people have to wait until that 5 ‘o’ clock hour to make that phone call to customer service. But it also made an impact on customer behavior, particularly with self-service customer care. Omni-Channel Patterns.

Omni-Channel 156

Omni-Channel Tourism Self Service Contact Center 156

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

BlueOcean

DECEMBER 18, 2023

Customer care QA processes are moving from limited sampling to real-time, holistic analysis thanks to emerging conversation intelligence technologies that impact every corner of the contact center for the better. Agent Experience Happy employees make for happy customers. Conversation analytics platforms make that possible.

Contact Center 177

Contact Center Industry Average Handle Time First Call Resolution 177

BlueOcean

AUGUST 13, 2024

Strengthen Your Call Center Performance Every contact center has ample tools and technology to report on thousands of data points. These data points are essential to forecasting, staffing, understanding customer interactions, and more. This is especially true as the landscape of customer care shifts and the customer experience evolves.

Call Center 156

Call Center Metrics Measurement Average Handle Time 156