Remove Customer Retention Remove First Call Resolution Remove Lifetime Customer
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Bilingual Customer Support: Where Live Agents and AI Coincide

BlueOcean

The Impact of Bilingual Support on the Customer Experience When a bilingual solution is offered to the customer, companies quickly find that quality scores increase accordingly. The same is true for first call resolution and average handle times.

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Validating Your Outsourced Customer Care Partnership: Is Your Incumbent “Still the One”?

BlueOcean

Well, in a B2B customer success model, measuring renewal rates holds your outsourced partner accountable to targets that are tied to revenue and retention. Total Value Returned Rate is a key metric that also has to be tied to customer retention. After all, it’s also proven that a strong omnichannel strategy (i.e.