BlueOcean

DECEMBER 8, 2020

In the downloadable case study, discover how we: Pivoted to 100% remote recruiting, onboarding, and training. The Results: Despite the pandemic and related lockdown orders, we launched this new customer care program on time, in April 2020 (cue the fireworks!). Get your Case Study Download today for more details.

Customer Care 62

Customer Care outsourcing Government Coaching 62

Vcaretec

JUNE 6, 2022

We’ve made it easy for you to check this off your list with our Big List of Customer Care Events and Conferences. Common themes are around best practices, case studies and big successes, and predictions on the future of the industry. Generally speaking, there are two main aspects to each event.

Customer Care 52

Customer Care Wireless Education Contact Center 52

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.

outsourcing 62

outsourcing Customer Care Government Contact Center 62

Skybridge

OCTOBER 13, 2020

And they want reassurance that customer care agents have been hired and trained to deliver truly caring service and a superior experience. At Skybridge Americas, we are committed to helping our clients achieve their brand mission by delivering superior experiences to their customers. You can read more here.

Customer Care 52

Customer Care Customer centricity Marketing Analytics 52

ConvergeOne

APRIL 20, 2021

Are your agents remaining professional, with minimal noises or distractions (think dogs or children) affecting customers’ experiences? Working toward a better experience doesn’t have to be painful for your customers or your agents. Let’s look at a customer case study. TAKE THE FIRST STEP TO CUSTOMER CARE SUCCESS.

Customer Care 56

Customer Care Analytics Self service Contact Center 56

CSM Magazine

MARCH 13, 2024

Implementing Sabio’s proprietary Salesforce Service Cloud Accelerator and Salesforce Service Cloud, Sweaty Betty realised game-changing operational efficiencies and customer satisfaction levels that exceeded all expectations. You can read the full case study here. “The live chat wasn’t an afterthought. .

Customer Experience 52

Customer Experience Self service Customer Care Chatbots 52

ConvergeOne

APRIL 20, 2021

Are your agents remaining professional, with minimal noises or distractions (think dogs or children) affecting customers’ experiences? Working toward a better experience doesn’t have to be painful for your customers or your agents. Let’s look at a customer case study. TAKE THE FIRST STEP TO CUSTOMER CARE SUCCESS.

Customer Care 40

Customer Care Analytics Self service Contact Center 40

Natalie Petouhof

MAY 11, 2016

If you are doing something really interesting, make sure to send in your case study! Covering Customer Facing Applications that Drive Awesome Customer Experience. If you have what it takes to compete in the SuperNova Awards submit your application today: https://www.constellationr.com/events/supernova/2016.

Big data 40

Big data CRM Analytics Enterprise 40

Global Response

MARCH 27, 2024

Case studies: success stories in call center optimization Implementing big data analytics in call centers is a transformative strategy. Here are three case studies of companies that successfully implemented call center analytics. FAQs How can big data analytics improve customer service in call centers?

Big data 62

Big data Call Center Analytics Interactive Voice Response 62

Global Response

FEBRUARY 26, 2024

Outsourcing customer service to the right call center can transform your business. Call centers can provide a few agents to support you during busy seasons or a full team to take over all customer care. Strategy #2: Apply sentiment analysis to understand the emotions behind customer feedback.

Call Center 62

Call Center Customer Service outsourcing CRM 62

ShepHyken

FEBRUARY 28, 2020

If you’re a Customer Experience specialist, you might think that salespeople are not the kind of role models to get customer care tips from. I give them customer experience tips and insights, not the other way around.”. In fact, you’re probably telling yourself – “Salespeople? But you’d be surprised.

Airlines 288

Airlines Sales Employee engagement Customer Experience 288

TMP Direct

MAY 19, 2015

Online brand reputation monitoring with customer care. You may also be interested in “5 Things the Most Customer Service Savvy Companies Know About Social Media” here. Read a case study here. A few facts: There are almost 1 million blog posts every 24 hours, according to www.thefuturebuzz.com.

Customer Care 40

Customer Care Advertising Best practices Analytics 40

Beyond Philosophy

JULY 17, 2017

At the other end of the spectrum, Dan Hesse, former CEO of Sprint, tied customer experience to mobility and connectivity and profitability. At Sprint, they tied their employee compensation system to reducing churn and the number of calls people made to customer care. Hesse didn’t talk about customer emotions.

Technology 332

Technology Consulting Consulting Customer emotions 332

TechSee

JULY 21, 2020

Many enterprises struggle to deliver excellent customer care and suffer from a range of operational inefficiencies due to a lack of inter-departmental communication and cross-functional collaboration. A rep may promise a customer next-day service but then field service cannot provide a technician. To access it, click here.

Enterprise 136

Enterprise Customer centricity Contact Center Customer Care 136

ShepHyken

SEPTEMBER 5, 2016

His book has been described by Forrester Research as a fundamental must read for CX professionals with well reasoned conceptual theory and pragmatic examples that include rich case studies. My Comment: This article has three very simple, yet powerful concepts to help improve any company’s customer experience.

Customer Service 0

Customer Service Analytics Customer Care Customer Experience 0

Natalie Petouhof

APRIL 26, 2016

Tweet Having worked for GM years ago and lived in Detroit, the motor capital, it was really interesting to see how GM is using social media to listen and engage customers – in marketing as well as customer service. For more information on this report, you can find it here.

Customer Care 56

Customer Care Self service Marketing Sales 56

ShepHyken

FEBRUARY 1, 2017

Yet every cloud has a silver lining, and in this instance it’s a mini-case study on how to handle a customer service crisis. I can’t speak to what happened at the airport when passengers approached gate agents for help, or what happened on the phone lines as passengers tried to reach a customer service representative.

Airlines 239

Airlines Customer Service Accountability Customer Care 239

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. Join 5000+ customer care professionals online for a virtual event that is purpose-built to propel your business into the future of customer service.

Customer Service 52

Customer Service Chatbots Self service Analytics 52

ShepHyken

JUNE 8, 2018

Forced to listen to fake-happy ‘customer care’ puppets reading from scripts? The dissatisfaction you’ll be left with goes both ways: the cost of disappointed customers is high for companies, too. Here’s an upbeat case study. Meet Mor and Yoni, two of the Lightricks support team all-stars. Still not sure?

Customer Support 188

Customer Support Brand ambassadors Scripts Customer Care 188

Fonolo

NOVEMBER 13, 2018

Follow Smart Customer Service on Twitter here. . This event showcases practical takeaways for contact center professionals via case studies from well-known companies; exclusive tours of local contact centers; and seven key learning tracks that allow you to pay attention to topics most relevant to your business. Tobias Goebel.

Customer Service 108

Customer Service Contact Center Engineering Education 108

ShepHyken

DECEMBER 9, 2019

This article uses a small (as in local) ice-cream shop as a case study to showcase the ways any size business can take advantage of “playing small.” ” Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Airlines 177

Airlines Customer Service Customer centricity Call Center 177

ShepHyken

NOVEMBER 20, 2017

Each week I read a number of customer service articles from various online resources. A case study by Idaho Central Union by Avinash Bhaisa . Omoto) Quite a few organizations, even today, consider customer experience as a tertiary function. They assume that in the order of priority, it comes after customer acquisition.

Customer Service 94

Customer Service Personalization Upselling Self service 94

ShepHyken

JULY 15, 2016

Tom Hoffman is Executive Business Editor at 1to1 Media where he’s responsible for overseeing the organization’s custom content operations. As part of his role, Hoffman works directly with clients on projects such as e-books, white papers, executive Q&As, case studies, and webinars. Hoffman, a graduate of St.

Customer Experience 198

Customer Experience Journey mapping Feedback Surveys 198

Blueship Call Center

NOVEMBER 28, 2023

It would be preferable to outsource customer care services to a business process outsourcing company that has demonstrated experience and proficiency in the type of campaign you wish to launch. Improved Response Rates The experience of your customers has a direct bearing on how successful an email support campaign is.

outsourcing 67

outsourcing Calibration Business Process Outsourcing Call Center 67

CX Accelerator

DECEMBER 31, 2018

Beth Gauthier-Jenkin, The Vice President of Customer Care at Gopher Sport recently generated a wonderful culture dialog via email. We have the very best and newest technology, hire the perfect “on-paper” resumes, and have the budget of King Tut, but without a healthy, positive working culture…these things are essentially meaningless.

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

Natalie Petouhof

SEPTEMBER 1, 2016

Customer care extends far beyond the traditional call center. Every touch point or interaction with the company (or even content about the company) can affect the customer’s satisfaction and loyalty to the brand. The components of a business case include: Goals and objectives for the social customer care initiative.

Airlines 45

Airlines Customer Service Customer Care Metrics 45

City Communications

JUNE 25, 2019

One of our AI partners has consistently delivered the industry's leading results by setting the high water mark for customer care automation at 96%. Clients have seen up to 300% improvement in customer satisfaction going from a 1.8 Clients have seen up to 300% improvement in customer satisfaction going from a 1.8

Enterprise 40

Enterprise Customer Care Customer Service 40

Fonolo

APRIL 18, 2019

Invest in cost-saving technology that will reduce overheads and improve the quality of your customer care. We talk about: How you can save 40% on customer service costs. Successful case studies. VPs & Directors of Customer Experience. VPs & Directors of Customer Service. The answer?

Contact Center 59

Contact Center Customer Service Call Center Scripts 59

Livepro

SEPTEMBER 17, 2019

A pilot was conducted in late 2018 with 30 call centre staff and 5 Customer Care (Back Office) staff where one work instruction “Dispute a Toll Invoice” was split into 28 work instructions and 12 business process procedures. To see what other organisations have achieve click here to view our client case studies.

Management 40

Management Feedback Best practices Customer Care 40

CSM Magazine

SEPTEMBER 20, 2016

After more than a decade as the USA’s leading customer service and contact event, CCW (Customer Contact Week) is coming to Europe in 2017 for the first time ever. Achieve customer centricity through your culture. Drive revenue through the brand and customer service.

Customer centricity 40

Customer centricity Customer Care Technology Customer Service 40

TLC Associates

AUGUST 14, 2019

And when in doubt, ask open-ended questions to allow customers to reveal their motivation and challenges in their own words. Bad Habit #4: Weak Customer Service. Your customer acquisition and customer care strategies are interconnected. Whether the review is good or bad depends on the quality of your customer care.

Outbound sales 40

Outbound sales Sales Scripts Customer Care 40

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. . #6

Contact Center 78

Contact Center Chatbots outsourcing Metrics 78

Creative Virtual

SEPTEMBER 6, 2018

The conference features case studies, industry use cases, and a series of interactive, topical panel discussions. Following on from C3 London held in May, the event will explore conversational platforms and how organizations can unlock the power of machine learning, natural language processing and intelligent assistance.

Customer Service 45

Customer Service Chatbots Virtual Agent Best practices 45

CSM Magazine

JUNE 22, 2018

WBR has announced the full agenda and speaker lineup for Field Service Amelia Island, a three-day conference that brings together some the world’s leading cross-industry service, support, and customer care leaders to share insights and best practices for building world-class service and support operations.

Healthcare 40

Healthcare Best practices Customer Care Technology 40

JivoChat

JULY 26, 2023

The ability for support agents to receive real-time route information through the streamlining of support operations with the help of data sharing and analysis ensures prompt and proactive assistance based on the customer’s location and delivery status.

Customer Support 75

Customer Support Customer centricity Chatbots Analytics 75

Integrity Solutions

SEPTEMBER 23, 2021

When a customer spends time with a salesperson- and come away saying they got value from the discussion- what are they actually getting ? Value is not about understanding the history of their firm, getting descriptions of the solutions being proposed, or reviewing case studies and testimonials.

Coaching 75

Coaching Sales Employee engagement Customer Care 75

Global Response

NOVEMBER 10, 2021

Outsourced call centers have been handling the customer care for thousands of companies for the last several decades. From the very beginning until current day, the customer care industry has experienced some more. The post Global Response: A Tried, True, Trusted Call Center Solution appeared first on Global Response.

call center solutions 48

call center solutions Call Center outsourcing Customer Care 48