BlueOcean

SEPTEMBER 23, 2021

Call volume forecasts are inarguably an essential tool in the successful delivery of customer care excellence. With it, you’re one significant step closer to delivering an exceptional customer experience. But customer care volume forecasting typically relies heavily on historic trends.

outsourcing 62

outsourcing Customer Care B2B Contact Center 62

Call Experts

FEBRUARY 12, 2020

Three primary trends are driving the customer care industry: diversified cloud-based solutions. By actively harnessing a set of cloud-based AI-powered technologies, contact centers are infusing intelligence across the entire customer contact landscape. In 2019, automatic call distribution sported 23.3%

Cloud contact 69

Cloud contact Contact Center Journey mapping Interactive Voice Response 69

BlueOcean

AUGUST 7, 2018

Planning for 2019 already? Contracting a new contact center outsourcer may be one of the most impactful decisions you make all year (no pressure, right?) You’re putting your brand and your customers in the hands of someone new, whose efforts will have a direct impact on your business, its ROI, and all its related KPIs.

Contact Center 75

Contact Center outsourcing Consulting Consulting 75

BlueOcean

FEBRUARY 7, 2019

It’s 2019, which means contact center metrics from 1999 are almost old enough for their first legal beer (and already knocking them back in Canada.) Those metrics were born in an era when customer service was a race, where whoever got to the finish line first (i.e. How do we use that data to improve the customer experience?

Metrics 87

Metrics Customer Care Average Handle Time outsourcing 87

NobelBiz

JUNE 29, 2021

This customer journey’s enhancement is a work in progress. Outsourcing is the greatest option, allowing companies to focus their approach on their customers. However, understanding all the aspects of the customer journey in order to make it fluid, engaging, and rich is critical.

Customer Experience 52

Customer Experience Contact Center CRM Customer centricity 52

Callminer

OCTOBER 22, 2019

Outsourcing a major part of your business is never an easy decision, but operating a contact center requires a significant investment in technology and staffing. For some companies, outsourcing call center services makes sense, while others are better served by keeping call center functions in-house.

Best practices 203

Best practices Call Center outsourcing Contact Center 203

CCNG

OCTOBER 19, 2022

Here are over 100 customer experience stats and trends for you to discover. 99% of Customer Experience and Success leaders believe CEM has a positive impact on their business. Lumoa , 2018) In 2019, customer experience will continue as a major factor in how companies do business. Only 8% of their customers agreed.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Ansafone

OCTOBER 5, 2017

In fact, according to a BIA/Kelsey report , a predicted 162 billion calls will be made to businesses from smartphones in 2019. This means that, although digital customer service strategies are important, answering every customer call promptly and professionally should be top priority.

Sales 69

Sales Contact Center Surveys Accountability 69

BlueOcean

MARCH 31, 2021

This inevitably translates to higher contact volume in the customer care realm. Backed up orders, ticket back logs, and overwhelmed websites will all lead consumers to their phones, whether it’s to make a direct phone call or to scroll through self-service options. They’re picking up their phones at all hours of the day.

Customer Care 62

Customer Care Self service Contact Center Healthcare 62

Netomi

JANUARY 5, 2022

Arie is also an effective leader of call center performance improvement projects, and is particularly adept at balancing the company, customer, and frontline perspectives. Dan is the author of the book, Winning at Social Customer Care: How Top Brands Create Engaging Experiences on Social Media , a host of the Experience This!

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

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 116

Customer Experience Coaching Feedback Customer Care 116

Comm100

FEBRUARY 16, 2018

This statistic comes from CCW Digital’s latest Winter Executive Report – a report that analyzes the customer service priorities of several organizations to discover the most popular goals and strategies for call centers in 2018. Customers Will Continue to Get Smarter. Free Download] Live Chat Benchmark Report 2018.

Customer Service 40

Customer Service Chatbots Journey mapping Multichannel 40