BlueOcean

MAY 5, 2023

We’ve said it before and we’re not afraid to repeat it until the cows come home: using a boilerplate RFP in the process to find a new customer care outsourcer is a quick road to failure. You’re looking for a strategic partner who will interface with your customers day in and day out. That requires a custom RFP.

Customer Care 62

Customer Care Coaching outsourcing Contact Center 62

BlueOcean

AUGUST 6, 2020

You may have pushed pause on your decision to find a new customer care outsourcer, but now’s the time to dive back in. And second, there’s no doubt that the pandemic and the social justice movement has evolved what you need from a customer service provider – and your RFP should reflect that. Hourly staff? Agent Profile.

Customer Care 62

Customer Care Contact Center outsourcing Employee engagement 62

Avaya

SEPTEMBER 19, 2018

Sheila McGee-Smith is a leading communications industry analyst and strategic consultant with a proven track record in new product development, competitive assessment, market research, and sales strategies for customer care solutions and services.

Customer Care 94

Customer Care Government Contact Center Healthcare 94

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. Attendees come from all different industries representing various functions including: call center/contact center, customer care, customer service, customer experience, operations, IT/Tech support and more.

Customer Care 52

Customer Care Wireless Education Contact Center 52

Aspect

OCTOBER 10, 2017

The role of the contact center has never been more critical to the overall success of your business strategy than it is today. With families displaced, homes destroyed and sadly, lives lost, the disruption of communications has been offset by some contact centers stepping up to become hubs of information.

Contact Center 147

Contact Center Call Center Government contact center solutions 147

CCNG

JUNE 3, 2021

The “good” is headlined by cutting the total cost of ownership in a contact center, and outsourcing can make good sense, but the “bad” comes with a price. The outsourcer would not share its process and technology solutions to better the entire customer care network. The “ugly” comes once you decide to outsource.

outsourcing 195

outsourcing CCNG Government Customer Care 195

COPC

NOVEMBER 5, 2021

These changes were highlighted during the Optimizing Pandemic Contact Center Outsourcing Relationships pre-event workshop that COPC Inc. hosted as part of this fall’s Execs In The Know’s Customer Response Summit. The outsourcing contact center market is becoming more competitive. WFH Insights.

outsourcing 52

outsourcing Contact Center Journey mapping Best practices 52

BlueOcean

MARCH 7, 2024

Blue Ocean, a world leader in customer care solutions, was named a Finalist today in the “Contact Center Outsourcing Provider of the Year” category in the 18 th annual Stevie ® Awards for Sales & Customer Service. About Blue Ocean Blue Ocean is an award-winning provider of innovative customer care solutions.

Sales 71

Sales Customer Service outsourcing Government 71

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

BlueOcean

DECEMBER 8, 2020

This national sports association leads the US in governing and promoting one of the nation’s well-loved sports, including its annual pro championships, community involvement and coaching programs, charitable initiatives, and more. In the downloadable case study, discover how we: Pivoted to 100% remote recruiting, onboarding, and training.

Customer Care 62

Customer Care outsourcing Government Coaching 62

HGS

MAY 27, 2015

The Contact Center Evolution: 5 Focus Areas to Move from Vanilla to Value. Contact centers have undergone significant transformation in the past few years, driven largely by the shift from voice to digital and omni-channel customer service. Posted by Matthew Vallance. Widening Service Delivery Scope.

Contact Center 100

Contact Center Multi-channel support Complaint resolution outsourcing 100

Outsource Consultants

OCTOBER 2, 2018

As demand for nearshore contact centers increases, we’ve been helping more and more businesses find the right partner – with remarkable results. Contact centers in Mexico offer a unique benefit that most other nearshore locations can’t: proximity to the USA. provider costs by up to 50%.

outsourcing 52

outsourcing Contact Center Bilingual agents Automotive 52

BlueOcean

AUGUST 21, 2019

Choosing a strategic partner to deliver an outsourced customer care solution is a significant business decision – maybe one of the most significant decisions you’ll make in your career. You’ll task your team with running a tight procurement process to assess potential contact center partners. 1. Work Environment.

Contact Center 63

Contact Center outsourcing Government Sales 63

Outsource Consultants

JANUARY 24, 2022

However, many were unsure if the online gambling industry could outpace the BPO industry as government eyes finally began to settle on it. 2022 Update: Of all the industries to potentially disrupt the contact center industry in the Philippines, one has stood out: Online gambling. The Impact of COVID.

outsourcing 128

outsourcing Real estate Government Call Center 128

BlueOcean

OCTOBER 17, 2023

The report urged stakeholders to consider environmental, social, and governance factors in their financial processes and investments. Today, despite their being no uniform standards defining ESG, there are many laws and regulations that govern how companies must conduct their business. Evaluating ESG through your RFP is complex.

Government 71

Government outsourcing Automotive Customer Care 71

TLC Associates

OCTOBER 30, 2019

You’ve likely thought that very question (or a variation of it) while talking to vendors about outsourced contact center solutions. Yet there’s another equally important follow-up question you need to ask: “how much do in-house contact center operations cost me?”. Your Contact Center Location Costs.

Contact Center 40

Contact Center outsourcing Real estate Interactive Voice Response 40

Hodusoft

JUNE 17, 2021

There is nothing more rewarding than knowing that you are truly serving your customers well. HoduCC – the Call & Contact Center software by HoduSoft has been named as Category Leader and FrontRunner for call recording software in the latest list published by Gartner Digital Markets Report. What do our customers say.

Marketing 98

Marketing Contact Center Telecommunications Call Center 98

Aspect

MARCH 30, 2020

In the early weeks of the COVID-19 pandemic, we experienced an increase in calls into our contact centers, but that has subsided in the past week, and we are back to tracking to our historical averages. I could not be more proud of the Aspect Customer Care team.

Government 153

Government Contact Center Education Consulting 153

DMG Consulting

JUNE 12, 2023

Customer Service Woes? Now that the worst of the pandemic is finally behind us, though, it’s time to stop fooling ourselves: Customer service at many companies today is worse than at any other time that I can remember. There seems to be an increasing number of customer service complaints across industries.

Customer Service 48

Customer Service Contact Center Self service Government 48

Taylor Reach Group

JANUARY 21, 2019

has been an industry leader in call and contact center consulting for more than 15 years, the main area of focus has been on establishing great customer care in the business sector, especially in retail and service industries. Rosetta is a highly sought-after customer experience management thought leader and speaker.

Journey mapping 70

Journey mapping Government Contact Center Consulting 70

Blueship Call Center

JUNE 21, 2023

Government agencies, financial and banking institutions, and even some of their back office functions may have outsourced some of their processes for years, but it appears that they have found new ways to make them even more convenient for themselves without compromising the quality of their output.

outsourcing 63

outsourcing Finance Government Customer Care 63

Fonolo

JANUARY 14, 2020

When it comes to call center blog sites, CustomerThink has it all. It’s a global online community of business leaders with a customer-centric approach. . With more than 100,000 visitors a month from over 200 countries around the world, CustomerThink is a hub of resources for the customer support professional. Nice Reply.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

Fonolo

NOVEMBER 1, 2018

then it can deliver great customer service and build a lasting and loyal customer base. However, sectors that deal with sensitive customer information (such as government, healthcare, or finance) are wary of making Facebook, Apple or Google a messaging pathway for their users. VPs & Directors of Customer Service.

Customer Service 69

Customer Service B2C Finance Engineering 69

TLC Associates

MARCH 3, 2020

Imagine an enrollee of a healthcare insurance provider calls the company’s contact center to discuss a service issue. If your customer service team sees them as a “patient” as opposed to a “customer,” chances are you’ve already lost their confidence – and possibly their business. A secure environment.

Healthcare 65

Healthcare First call resolution Coaching Government 65

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

Fonolo

OCTOBER 30, 2018

If a company implements a strong SMS communication strategy and follows some rules (seeking permission prior to texting, providing an easy opt-out, responding promptly), then it can deliver great customer service and build lasting and loyal customer base. Who should attend: VPs & Directors of Contact Centers.

Customer Service 52

Customer Service B2C Engineering Finance 52

Serenova

OCTOBER 7, 2020

At the outset of the pandemic, as families rushed to stock up on toilet-paper and canned goods, contact center leaders were scrambling to transition customer service agents to remote status. Now as many as 80 percent of call center agents are currently working from home. The Future of the Contact Center.

Call Center 52

Call Center Contact Center virtual call center At home agents 52

Uniphore

OCTOBER 5, 2021

Apart from standard benefits such as the availability of information in one go and automated workflow-based tracking, a key advantage of this transformation was work-from-home (WFH) enablement for our customer care associates virtually overnight. came to the fore. came to the fore.

Contact Center 40

Contact Center Government Banking Self service 40

Quiq

APRIL 29, 2020

Opening new channels like messaging, web chat, and social channels encourages your customers to contact you the way they prefer and at their convenience. Protect your customer’s experience. . Consider how consumer engagement has drastically changed.

B2C 52

B2C Wait times Government B2B 52

Skybridge

JULY 21, 2020

I would add a 6 th one: Decentralized Call Centers Staffed with At-Home Agents. It’s critical that these remote workforces have the infrastructure and tools necessary to communicate and collaborate with other employees or customers via phone, email, chat, video, and messaging. contact-form-7]. Skybridge Americas.

At home agents 52

At home agents Wireless Government Contact Center 52

SharpenCX

APRIL 7, 2020

The tech we humans create outsmart us to take our jobs and conquer our government. Can You Still Provide Exceptional Customer Care? How can you care for your customers during this time of uncertainty and change? But, you’re also responsible for looking after your customers. That’s a bit of a stretch.

virtual call center 104

virtual call center Call Center Coaching Contact center software 104

Certified Languages International

FEBRUARY 22, 2021

Download: Leverage Your Language Service Provider to Enhance Customer Experience in the Contact Center. And your customers want to shop in their language, too. In this same study, 60% of people who are confident reading in English still prefer customer care interactions in their native language. Not exactly.

Contact Center 52

Contact Center Government Healthcare Banking 52

Avaya

MAY 4, 2016

With happiness being a key focus in Dubai, government agencies are looking towards contributing to the goal of raising the quality of life of customers and ensuring public happiness. Using the latest services and solutions paves the way to guaranteed customer retention and loyalty. In 2015, the centre handled over 2.5

Transportation 44

Transportation Interactive Voice Response Government Customer Care 44

BlueOcean

MARCH 30, 2018

Not to add another thing to your plate (sorry), but there’s another question to ask that can impact all of those answers: is this the year customer care outsourcing takes a more central role in your go-forward plan? We can’t take an RFP template that was written for manufacturing and use it verbatim for sourcing a contact center.

outsourcing 73

outsourcing Contact Center Journey mapping Telecommunications 73

OctopusTech

MARCH 19, 2018

Recently call centers have evolved rapidly in many sectors such as banking, retail, Government, tourism etc. from being a simple add-on, customer-facing service to an important differentiator. – Great customer experience leads to brand promotion via satisfied customers sharing content across social media.

Call Center 63

Call Center outsourcing Government Banking 63

Playvox

SEPTEMBER 2, 2022

While agents have been explicit in their desire to continue remote working, nearly half of the contact center managers in our survey are planning to bring agents back to an office in 2022. Our survey uncovered five ways contact center managers are adapting to remote work. That’s a dangerous disconnect. Leanne Y.,

Contact Center 70

Contact Center Management Gamification Surveys 70

Natalie Petouhof

APRIL 7, 2016

Customer self-service is one of the key capabilities of any company that actually cares about their customers. Companies contemplating a self-service customer care solution to support digital customer experiences should consider the following five steps: 1. Tweet It’s just not true.

Self service 53

Self service Journey mapping Average Handle Time Government 53