BlueOcean

NOVEMBER 13, 2023

Keep your finger on the pulse of the industry. As customer care teams start planning for 2024, we’ve seen how easy it can be to get stuck in a rut. The quickest way to get re-inspired is by getting a finger on the pulse of current news and customer service trends in the industry.

Customer Care 71

Customer Care Analytics Contact Center outsourcing 71

Vcaretec

JUNE 6, 2022

When it comes to customer care across major industries, like Retail & E-Commerce, Wireless & Telecommunications, and Healthcare, there are plenty of smart minds out there. As a leader in outsourced customer service solutions, the customer care specialists at Vcare voted on fifty of the top thought leaders in our space.

Customer Care 98

Customer Care Chief Customer Officer CRM Wireless 98

Outsource Consultants

JULY 30, 2024

The Dominican Republic has become a major player in the call center and Business Process Outsourcing (BPO) industry. Here’s a look at its impressive rise: 1990s: The Seeds are Sown 1995 marked a turning point for the BPO industry in the Dominican Republic. Technical Support: Assisting customers with using technology products.

outsourcing 67

outsourcing Government Call Center Technical Support 67

Zappix

JUNE 24, 2024

In the evolving landscape of customer care, outsourcing has long been a go-to strategy for businesses looking to streamline operations and reduce costs. However, as we dive into 2024, the role of outsourcing in customer care is undergoing a dramatic transformation.

outsourcing 52

outsourcing Customer Care Interactive Voice Response Call Center 52

Fonolo

AUGUST 2, 2018

We deal with a lot of buzzwords and phrases that saturate the customer service industry, some of which have become a little bit tired. One in particular that we really detest here at Fonolo is “Delight your customer”. How you attend to your customers’ happiness levels and overall satisfaction requires critical thinking.

Customer Care 121

Customer Care Contact Center Benchmark Customer Service 121

CSM Magazine

DECEMBER 21, 2022

Some industries have higher turnover rates than others. For instance, some segments of the customer service industry have an attrition rate of 50%. This can negatively impact customer experience and affect a company’s bottom line. There are many factors that can affect the turnover rate. Empower Agents.

Customer Service 52

Customer Service Customer Care Sales Coaching 52

Fonolo

FEBRUARY 29, 2024

This e-book is one of our most anticipated documents of the year, featuring insights from industry experts about the topics that matter most in today’s contact center. Make sure you let your customers know about your efforts. Talk about them in your consumer-facing marketing because customers care about security.

Contact Center 87

Contact Center Call Center Self service Customer Care 87

Global Response

OCTOBER 17, 2023

Healthcare comes with specialized needs, increased security concerns, and high expectations for empathetic, personalized care. Our team has over 40 years of experience managing customer service outsourcing in healthcare and similarly high-touch industries—here’s what you need to consider before you start outsourcing.

Healthcare 62

Healthcare outsourcing Customer Service Real estate 62

Zappix

JULY 2, 2024

In the rapidly evolving landscape of customer care, outsourcing has transformed from a mere cost-cutting strategy to a powerful driver of innovation. The paper also introduces Zappix, a leader in Visual IVR and AI-powered customer service solutions, as a key enabler in this transformation.

Customer Care 52

Customer Care outsourcing Interactive Voice Response Analytics 52

ShepHyken

JANUARY 28, 2024

Each week, I read many customer service and customer experience articles from various resources. What Can Disneyland Teach Us about the Customer Journey? The research evaluates The Alexander Group Customer Experience Index (CXI) of over 160 organizations across seven industries. Find out what we had to say!

Customer Service 168

Customer Service Consulting Consulting Customer Experience 168

Zappix

JULY 12, 2024

In the ever-evolving landscape of business, one thing remains constant: the importance of customer care. From the early days of commerce to the digital age, the way businesses interact with their customers has undergone a profound transformation. Generative AI is poised to disrupt customer service significantly.

Customer Service 52

Customer Service Multichannel Customer Care Chatbots 52

CSM Magazine

APRIL 16, 2024

Customer service can go a very long way for a lot of businesses. It can often be the difference between getting someone to either purchase a service or product or return when they need more of it, or potentially costing the business the profit that could potentially be made.

Customer Care 52

Customer Care Customer Support Customer Service Personalization 52

CSM Magazine

APRIL 12, 2021

Healthcare isn’t only about giving aid to people in need of medical attention, but it’s also a part of the customer service industry. Thus, how you treat your patients will heavily influence the level of care you provide. Despite this, you must never treat your patients as pure customers.

Customer Service 98

Customer Service Healthcare Entertainment Wait times 98

CSM Magazine

MAY 6, 2024

Improving customer service in the auto transport industry involves offering custom solutions tailored to each client’s unique needs. Utilizing customer portals and GPS tracking for better communication with customers also plays a crucial role in improving overall satisfaction.

Transportation 52

Transportation Customer Service Automotive Personalization 52

ShepHyken

JULY 22, 2019

Each week I read a number of customer service and customer experience articles from various resources. 8 Tips for Improving Social Media Customer Service by Fara Haron. My Comment: Companies are using social media customer care/service to increase loyalty and gain market share.

Customer Service 294

Customer Service Customer Care Marketing Customer Experience 294

CSM Magazine

FEBRUARY 18, 2021

This is particularly true in the highly competitive home improvement industry. Whether you are selling metal exterior doors or distributing plumbing fixtures and fittings, taking care of your customer’s needs must be your number one priority. Here are 7 ways to provide perfect customer service in the home improvement industry.

Customer Service 98

Customer Service Wait times Customer Care Personalization 98

BlueOcean

MARCH 24, 2022

When it comes to complex B2C customer care, the customer is anything but a faceless number in a sea of consumers. B2C brands had their worlds turned upside down by the pandemic, but what does complex customer care look like now things are leveling out? But that’s shifting—and fast.

B2C 62

B2C Customer Care Schedule adherence outsourcing 62

Blueship Call Center

AUGUST 22, 2023

Outsourcing customer service is a desirable concept. Outsourcing your customer service to an outside agent may drastically reduce overhead, saving you money, resources, and frequently a great deal of stress. We’ll go through its advantages and advise on how to outsource customer care services flawlessly.

Customer Care 57

Customer Care outsourcing Average Handle Time Call Center 57

CSM Magazine

MARCH 11, 2022

Customer care and support is an integral part of any business including the gambling industry. In this article, we will look at how you can gain competitive advantage by improving your service. The importance of customer care in the gambling industry. The working of customer care support.

Customer Service 52

Customer Service Customer Care Entertainment Education 52

ShepHyken

DECEMBER 5, 2022

Each week, I read many customer service and customer experience articles from various resources. But this year, perhaps more than any other, feels especially monumental, as 2022 was not only the year the world returned to relative normalcy – it was the year the hospitality industry finally roared back to life.

Customer Service 176

Customer Service Gamification Customer Support Customer centricity 176

Ansafone

DECEMBER 31, 2021

In a competitive industry, the playing field requires a business to stay ahead of the game by creating positive relationships. Driving customer lifetime value should be a focal point of a business from the start. The post Customer Care And Retention: Why it Matters appeared first on Ansafone Contact Centers.

Customer Care 62

Customer Care Contact Center Customer retention Call Center 62

CSM Magazine

DECEMBER 1, 2022

Customers of health-related products—such as over-the-counter medicines, dietary supplements, nutraceuticals, medical devices, wearables, and animal health products—typically have higher expectations of manufacturers than do users of other types of consumer products. Proactive outreach. Product recall support. Documentation of contacts.

Healthcare 52

Healthcare Customer Care CRM Self service 52

Ansafone

MAY 26, 2022

Improving Customer Service efforts enables a business to join the ranking elites in any given industry. When superior Customer Experiences are established at every point of contact, a brand becomes known as a premier resource. Redefining daily operations can, without a doubt, help a business deliver elite Customer Care.

Customer Care 62

Customer Care Contact Center Interactive Voice Response Multichannel 62

Fonolo

AUGUST 10, 2021

No matter how great your product or service is, the success of your contact center largely depends on the customer service you provide. Ultimately, if customers don’t have a good experience, they’re likely not going to call back. The Secret Sauce for Increasing Customer Happiness. Your best plan of action?

Contact Center 167

Contact Center Customer Service Agent burnout Customer Care 167

Vcaretec

AUGUST 24, 2021

Customer care is a huge industry with fantastic career opportunities. Fantastic customer care reps really stand out from the pack, both to the customer and within the organizations they serve. Below are five characteristics that we believe every great customer care rep has. is a necessity.

Customer Care 52

Customer Care Customer Support Accountability Customer Service 52

CSM Magazine

JULY 15, 2024

In this high-stakes environment, one factor differentiates the winners from the losers: legendary customer service. To stay ahead, online casinos must put all their eggs in one basket by creating an incredible customer experience. This is where excellent customer service acts as a bodyguard.

Customer Service 52

Customer Service Customer Care Feedback Marketing 52

Vcaretec

JUNE 6, 2022

There are a lot of outdated myths out there about outsourced customer care, and we’ve dispelled the biggest ones recently on the Vcare blog. Outside of the common misconceptions, though, we often get questions from clients and customer experience executives about the Pros and Cons of their outsourcing options.

Customer Care 89

Customer Care Wireless Telecommunications outsourcing 89

Working Solutions

FEBRUARY 2, 2024

Industry leaders from across the globe gathered in Austin for Customer Contact Week to share critical insights on the evolving landscape of customer service. Working Solutions, known for its commitment to innovation and excellence in customer care, was proud to be one of the sponsors.

Customer Care 52

Customer Care Customer Service 52

ShepHyken

JANUARY 28, 2019

Each week I read a number of customer service and customer experience articles from various resources. What Do Customers Really Think Of Your Brand? My Comment: Too often an organization’s leadership believes the experience and service they provide a customer is better than it actually is.

Customer Service 247

Customer Service Customer Care Contact Center Customer Experience 247

CSM Magazine

JANUARY 17, 2022

As a customer service manager, you’ve got to be on top of your game to deliver solid results. From supervising employees, monitoring customer feedback to integrating new ways to retain existing customers, you wear a lot of hats on the job. Read further for the top trends in the customer service industry for 2022.

Customer Service 52

Customer Service Self service Feedback Customer Care 52

CSM Magazine

JANUARY 19, 2022

Is your customer care strategy prepared to meet the demands and overcome the challenges of 2022? Shifting Customer Expectations – Top Customer Care Trends for 2022’ features insights from senior leaders from Nationwide, PVH Corp & Hootsuite! Marlene Kolodziej, VP Centralized Services, Ricoh USA.

Customer Care 52

Customer Care Customer Service Management 52

24-7 InTouch

MAY 11, 2021

The contact center industry has a diverse, global footprint, and brands choosing to outsource their customer service face the challenge of determining which geography is the right fit for their needs. . A lot of factors influence a brand’s decision when choosing a geographic location for outsourcing their customer support.

Customer Care 52

Customer Care outsourcing Technical Support Contact Center 52

COPC

JUNE 9, 2023

Artificial intelligence (AI) is rapidly transforming the customer experience (CX) industry, offering businesses new opportunities to enhance their operations. AI is Ideal for the CX Industry The CX industry is embracing custom AI solutions for compelling reasons, and it’s no surprise why.

Customer Experience 116

Customer Experience Analytics Technology Average Handle Time 116

Vcaretec

JUNE 6, 2022

It’s that time of year again - time to map out your budget for industry conferences and events. 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.

Customer Care 52

Customer Care Wireless Education Contact Center 52

CSM Magazine

NOVEMBER 24, 2021

Reuters Events are excited to announce the final service & experience webinar of 2021: ‘Supercharging Customer Care: Optimizing Experiences to Drive Business Growth’ featuring senior leaders from EXPO2020, Hootsuite, Getaline Ecommerce & Customer Service Culture! Jad Hindy, SVP Marketing, EXPO2020.

Customer Care 52

Customer Care Consulting Consulting Customer Service 52

CSM Magazine

SEPTEMBER 23, 2021

Cochran, an online casino expert, explains how online casinos operate and how the poker industry’s customer service works. How Does Customer Service Work? Customer service strives to make the best use of business-to-customer relationships. Passionate towards their work and the industry.

Customer Service 52

Customer Service Customer Care Marketing Time management 52

Contact Center Pipeline

DECEMBER 14, 2017

Last week’s post offered a brief look back at a couple of social customer care pioneers—two companies that led the industry in 2009 by demonstrating how customer service could be delivered through social channels.

Customer Service 178

Customer Service Customer Care Contact Center Call Center 178