BlueOcean

AUGUST 9, 2021

Contact center technologies are certainly in the mix of acceleration. In fact, many recent developments promise to reshape the landscape of customer service completely. The most recent publication from Ryan Strategic Advisory surveyed contact center leaders about the state of the industry. billion by 2024.

Contact Center 62

Contact Center Technology outsourcing At home agents 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

APRIL 15, 2019

The trend of personalized customer experience has since transformed almost every industry as we know it. From the retail experience to social media connections to issue resolution via the contact center, customers want their individual needs known and reflected in the interactions, services, and products they pay for.

Customer Care 75

Customer Care Coaching outsourcing Contact Center 75

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

NOVEMBER 25, 2019

As the holiday season unfolds, we wanted to share the amazing words of gratitude that flow every day from our clients’ customers to our agents. Below you’ll find the best customer service kudos of 2019 (so far!) with quotes directly from the mouths of customers we interact with. MVP Customer Kudos. Maybe all-time.

Customer Service 62

Customer Service outsourcing Feedback Customer Care 62

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

TLC Associates

JUNE 20, 2019

For starters, your business needs to anticipate 2019 seasonal ticket volumes and scale up your workforce to maintain first call resolution. Doing so requires you to evaluate and make decisions based on two key factors: when your customers will need you and how ready they are to buy. Start with previous customer service metrics.

Customer Service 40

Customer Service Average Handle Time Abandon rate outsourcing 40

TLC Associates

JUNE 4, 2019

Adapting to this framework not only helps businesses to better address their customers but also boost satisfaction scores and improve sales. So if you want to stay competitive in 2019, here are the digital customer experience strategies that you need to master. Ignore Social Media Customer Service At Your Own Risk.

Customer Experience 45

Customer Experience outsourcing Customer Care voip 45

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

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. Fighting the Cost Center Mindset.

Metrics 87

Metrics Customer Care Average Handle Time outsourcing 87

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. Never Miss a Call Again.

Sales 69

Sales Contact Center Surveys Accountability 69

BlueOcean

JANUARY 22, 2019

While new technology continues to emerge, the digital transformation of recent years has conditioned consumers to expect ultra-responsive, technologically-powered customer service, but they want more than that. Below, we break down the consumer trends that will reign supreme in 2019 and how businesses can rise to the challenge.

Customer Experience 81

Customer Experience outsourcing Journey mapping Contact Center 81

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

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

BlueOcean

MARCH 31, 2021

And, finally, remote work and evolving sleep habits have shifted traditional contact center communication spikes from pre/post-work hours to the middle of the day. COVID-19 has significantly impacted customer behaviors and expectations. This inevitably translates to higher contact volume in the customer care realm.

Customer Care 62

Customer Care Self service Contact Center Healthcare 62

BlueOcean

JANUARY 20, 2022

In a world where the customer experience matters more than ever, the decision to outsource your customer care has significant impact on your brand and its reputation. When it comes to cost-effectiveness, consider the economics of outsourcing to a Canadian contact center as a US-based business.

outsourcing 62

outsourcing Contact Center Customer Care Best practices 62

Netomi

JANUARY 5, 2022

Dan doesn’t just talk about customer experience; his fast-paced, energetic presentation style creates an experience for the audience that they’ll surely remember. . 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. For Carol, empowering contact center agents depends upon three key factors: engagement, communication, and feedback.

Customer Experience 116

Customer Experience Coaching Feedback Customer Care 116

BlueOcean

DECEMBER 10, 2019

In 2019, Blue Ocean launched a brand-new website to better serve our web visitors with a more engaging, intuitive experience (we hope you’re enjoying it!) We also published loads of content to share our insights and experiences in the world of customer care. Are You Using 1999 Metrics to Measure 2019 Customer Care?

Customer Service 12

Customer Service outsourcing Contact Center contact center workforce 12

Comm100

FEBRUARY 16, 2018

Customer advocates and thought leaders agree: providing a friction-less experience for customers is moving from novelty to mandatory. That is why reducing customer effort was voted the number one priority for contact centers in 2018. Recommended for you: Is Your Contact Center Ready for the New Year?

Customer Service 40

Customer Service Chatbots Journey mapping Multichannel 40