BlueOcean

NOVEMBER 11, 2020

When the world turned upside down in February and March of 2020, no one could have guessed what was ahead. For companies who outsource (or are thinking about outsourcing) their customer care, there is simultaneously a large degree of uncertainty and urgency. Get your copy now. Just fill out the form.

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BlueOcean

AUGUST 6, 2020

2020 has marked the workplace like no other year in recent history. You may have pushed pause on your decision to find a new customer care outsourcer, but now’s the time to dive back in. Our updated list of customer care RFP questions keeps these facts top of mind. We hope they’ll make your life a little easier. (We

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BlueOcean

JUNE 10, 2021

Today we look at how this last consideration applies to the way companies are investing in customer care. From consumers to small businesses to enterprise organizations, there’s no denying that wallets were squeezed in 2020 as the height of the pandemic took its toll. Read on to discover our perspective and insights.

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Fonolo

JANUARY 22, 2020

Wondering what customer service or contact center conference to attend in 2020? Simply click on any conference to be taken to the details, or scroll on to see the full list in detail: Customer Service and Contact Center Conferences 2020: Customer Contact Week, Nashville. Chief Customer Officers USA, Atlanta.

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BlueOcean

JANUARY 20, 2023

2020 marked the workplace like no other year in recent history. If you’re faced with the decision to find a new customer care outsourcer in the post-pandemic era, now’s the time to dive in. Our updated list of customer care RFP questions keeps these facts top of mind. Hourly staff?

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Russel Lolacher

MARCH 2, 2021

In BC, I’m the public service director responsible for the government social media customer care for our ministry, but my dad still doesn’t understand what I do. How much has the consumer sentiments changed in your space during 2020 and how is 2021 going to look like? What was the biggest lesson you learned in 2020?

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ProProfs Blog

JANUARY 30, 2020

In this blog, we aim to collate various customer engagement statistics in one place that will give you an idea about various aspects of engagement with customers. Customer Engagement Statistics 2020 Explained. And delighted customers are equivalent to more revenue for the business. Source: Microsoft ) Tweet this.

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Cisco - Contact Center

AUGUST 3, 2020

I’m excited to announce that Webex Contact Center was among the 2020 Contact Center Technology Award winners, presented by CUSTOMER Magazine this month. Cisco Wins UC Today’s Best Collaboration Platform for 2020. A Message to Our Customers: Your Agents Can Work From Home with Your Cisco Contact Center Solution.

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BlueOcean

AUGUST 27, 2020

And, of course, your company’s plan to launch a new outsourced customer care program. Your customers are already struggling with the times, and now you’re thinking about overhauling the customer care process? Check out these articles: 60 Customer Care RFP Questions for the Contact Center of 2020.

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Skybridge

MARCH 4, 2021

If you and your organization are tackling these questions – and even if you’re not – check out the 5 stats highlighted here by customer care expert, Shep Hyken in his recent article for Forbes. So, why invest in customer service and CX? Find out how Skybridge Americas can help you delight your customers and grow your business.

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Connecting the Dots

JULY 13, 2020

The 2020 National Customer Rage Study was conducted in collaboration with the Center for Services Leadership at the W.P. Carey School of Business at Arizona State University and Kraft-Heinz and just released in June 2020. The 2020 National Customer Rage Study was featured recently in the Wall Street Journal.

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Connecting the Dots

JULY 13, 2020

The 2020 National Customer Rage Study was conducted in collaboration with the Center for Services Leadership at the W.P. Carey School of Business at Arizona State University and Kraft-Heinz and just released in June 2020. It is clear that social media now plays a dominant role in mediating the customer experience.

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BlueOcean

JULY 12, 2018

The only constant in the customer care world is change, and if you don’t keep up, you’ll be left behind. That’s why we’ve compiled these must-read articles to keep you updated and give you some food for thought as you think about the future of your outsourced customer care. The Role of Chatbots in Customer Care. “

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Connecting the Dots

JULY 27, 2020

A little more than forty years ago, the marketplace was very different from todays, with little to no attention paid to customer care and complaint resolution. What follows is Vicki’s interview of John Goodman about his storied career in customer experience, customer care research, and the 2020 National Customer Rage Study.

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Noble Systems

JULY 15, 2019

According to Gartner, 55% of companies have started to or plan to invest in AI by 2020. Customer care today remains mostly reactive. Businesses wait for a customer to call into the contact center. Then we’ll cover why you should care. The agent was able to resolve the customer’s issue quickly. AI Defined.

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CSM Magazine

DECEMBER 3, 2019

While being superseded by instant messaging and social media, daily e-mail still steadily grows and will reach more than 300 billion e-mails per day in 2020. Diversity of communication tools drives companies to develop omni-channel flexibility to stay in touch with customers and employees. Ievgen Sliusar.

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Fonolo

JANUARY 14, 2020

Here, we cover the 20 best customer service blogs and influencers to follow in 2020. We specifically like his wrap-up of customer service blog posts that he curates from a variety of resources and publishes weekly. Top Pick: 20 ways to create an amazing customer service experience in 2020. Nice Reply.

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DMG Consulting

NOVEMBER 14, 2020

DMG Consulting Releases 2020 – 2021 Digital Customer Service Product and Market Report. What: Releases 2020 – 2021 Digital Customer Service Product and Market Report. What: Releases 2020 – 2021 Digital Customer Service Product and Market Report. When: Today, 30 September 2020.

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DMG Consulting

AUGUST 3, 2020

DMG Consulting Releases 2020 – 2021 Interaction Analytics Product and Market Report. IA proves essential during COVID-19 for customer insights and employee oversight. What: Releases 2020 – 2021 Interaction Analytics Product and Market Report. What: Releases 2020 – 2021 Interaction Analytics Product and Market Report.

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Skybridge

NOVEMBER 12, 2020

As we begin Q4 of an eventful 2020, it’s time to look out for the 2021 customer experience trends and tactics for creating exceptional experiences in increasingly complex environments. We rounded up Eight 2021 Customer Experience Trends and Tactics to be aware of as we get ready to close out 2020. By Liliana Petrova.

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ConvergeOne

AUGUST 31, 2021

2020 raised the bar on customer experience across the board. In response to the changed landscape, utilities have pivoted to provide more personalized service, helping customers use energy more efficiently while providing access to more services virtually. Utilities, Customer Care, and AI.

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DMG Consulting

APRIL 15, 2020

DMG Consulting Releases 2020 – 2021 Workforce Management Product and Market Report. What: Releases 2020 – 2021 Workforce Management Product and Market Report. What: Releases 2020 – 2021 Workforce Management Product and Market Report. When: Today, 8 April 2020. Where: Available at the DMG Consulting online store.

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BlueOcean

DECEMBER 8, 2020

The Results: Despite the pandemic and related lockdown orders, we launched this new customer care program on time, in April 2020 (cue the fireworks!). The post How a Major US-Based Sports Association Launched a New Customer Care Program in the Middle of a Pandemic appeared first on Blue Ocean.

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DMG Consulting

DECEMBER 7, 2020

DMG Consulting Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report. What: Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report. What: Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report.

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SharpenCX

NOVEMBER 11, 2020

Raise your hand if 2020 made you toss old customer service playbooks out the window. If you told me that in 2020, I’d be holed up in my guest room working from a vanity-turned-desk for a year, sheltering in place from an invisible menace terrorizing our society, I would’ve thought you were reciting an episode of the Twilight Zone.

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BlueOcean

MAY 11, 2020

It’s late February, 2020. Situation: You’re tasked with choosing a new outsourced partner for your organization’s customer care program. Three months later – May, 2020. Did the pandemic expose cracks in your current customer care solution, whether that is in-house or outsourced? Place: Your office.

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CSM Magazine

OCTOBER 5, 2020

Customer Service & Experience USA 2020 (November 17-18th) brings together an unrivalled list of senior customer service leaders from the world’s most powerful and innovative brands. Bring customer experience to the center : Gain senior management buy-in, prove ROI, and move from reactive support to proactive success.

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Creative Virtual

JULY 22, 2020

The closing of physical store and office locations, restrictions on in-person activities, new guidelines to keep contact centre agents safe, rapidly changing information – these challenges and disruptions to business-as-usual have forced organisations to adapt quickly and re-evaluate the needs of their customers.

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Global Response

NOVEMBER 9, 2020

From call center outsourcing to social media support and branded customer care, we help our more. The post The Best Call Center Software Tools of 2020 appeared first on Global Response. Here at Global Response, we are always researching the latest and best ways to speak your brand.

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Skybridge

MAY 19, 2021

More importantly, no single performance measurement is capable of helping a brand leader understand how well the customer care team is taking care of customers. When my customers reach out, do they find the help they need and have an experience that strengthens the brand relationship?

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C Space

JUNE 3, 2020

The Brand Move Roundup – June 3, 2020. By aligning corporate values with what customers care about, companies are hoping to build a sense of loyalty and a deeper sense of personal connection, he said. Brand Move Roundup – June 3, 2020. Brand Move Roundup – June 2, 2020. Brand Move Roundup – June 1, 2020.

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Skybridge

DECEMBER 21, 2020

I’ve been writing a lot lately about customer expectations, the changes we’re seeing, and how some customer care providers have been able to step up to meet those expectations. Customer needs, expectations and – critically – even many of their core values are undergoing rapid, seismic shifts. You can read more, below.

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BlueOcean

MAY 11, 2020

It’s late February, 2020. Situation: You’re tasked with choosing a new outsourced partner for your organization’s customer care program. Three months later – May, 2020. Did the pandemic expose cracks in your current customer care solution, whether that is in-house or outsourced? Place: Your office.

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Pipkins

SEPTEMBER 11, 2020

SUMMER 2020 ROUNDUP. David Borden has joined our customer care department. The first installment will be discussing the art of scheduling and will feature the expertise of Customer Care Director, Jim Hogan. The post Summer 2020 Roundup appeared first on Pipkins.

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BlueOcean

OCTOBER 6, 2020

This is what relevant service level metrics look like in today’s customer care center. Are Your Customers Happy? If there is one thing we’ve learned in 2020, it’s that the ability to pivot quickly and smoothly can be the difference between thriving or just surviving. How do those NPS and CSAT scores look?

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Skybridge

AUGUST 4, 2020

When their most recent results were reported a few weeks ago, I couldn’t help noticing some interesting parallels between their findings and those of Shep Hyken’s 2020 ACA “Achieving Customer Amazement” (ACA) Survey. Not surprisingly, more and more consumers are shopping online and seeking assistance through omnichannel customer care.

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