Russel Lolacher

APRIL 5, 2021

Ten years of leading a provincial government team in web services and social customer care has been a challenging and rewarding experience. The post Lessons from 10 Years Working in Public Service Social Customer Care appeared first on Russel Lolacher. Oh, it’s been amazing.

Customer Care 98

Customer Care Government Transportation Employee engagement 98

Russel Lolacher

DECEMBER 20, 2021

A lot goes into providing social customer care during an emergency event considered a “once-in-2000 year flood” As the team leading public engagement and digital communication for BC’s provincial transportation, it’s done with a process that prioritizes intentional effort, accessibility and empathy.

Customer Care 59

Customer Care Transportation Government Construction 59

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. That is non-negotiable. Not in 2021.

Customer Care 52

Customer Care Government Self service Education 52

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

ShepHyken

OCTOBER 24, 2016

More than just an increase in sales, personalizing the customer’s experience will help create more customer loyalty. How Nike Is Beating Brands Like Apple and Adidas at Twitter Customer Care by Christopher Heine. If you want to lose customers, then practice what this author tells you not to do.

Government 296

Government Customer Service Customer Care Personalization 296

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.

Customer Care 62

Customer Care Complaint resolution Government Education 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

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

ShepHyken

AUGUST 16, 2022

The Role of AI in Customer Care. Building Human-Centered AI in Customer Service and Experience . He shares how businesses can take a human-centered approach when utilizing AI to help their customers. The goal is to drive business value through providing great customer care.”

Government 161

Government Healthcare Customer Care Analytics 161

BlueOcean

APRIL 16, 2024

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

Contact Center 71

Contact Center Government Customer Care outsourcing 71

CCNG

JUNE 3, 2021

Should your contracting with the outsourcer become complex and management teams are not in lockstep regarding the governance of the services, the relationship will never work the way you envisioned and represented it. The outsourcer would not share its process and technology solutions to better the entire customer care network.

outsourcing 195

outsourcing CCNG Government Customer Care 195

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

ClearAction

DECEMBER 14, 2017

Customer Care … CRM … Customer Experience — What’s the Difference? Customer Care … Customer Relationship Management … Customer Experience — what’s the difference? The purpose of any organization is to serve a customer need. In essence, customer experience is what makes the world go around!

CRM 66

CRM Customer Care Customer Experience Customer advocacy 66

Connecting the Dots

JULY 27, 2020

The work of John Goodman and Marc Grainer , two of Customer Care Measurement & Consulting’s principals, led to a customer care revolution in the United States, and for both, an ongoing passion to monitor and continuously optimize the customer experience to create a win-win for buyers and sellers.

Customer Care 62

Customer Care Government Engineering Education 62

ClearAction

DECEMBER 14, 2017

Customer Care … CRM … Customer Experience — What’s the Difference? Customer Care … Customer Relationship Management … Customer Experience — what’s the difference? The purpose of any organization is to serve a customer need. In essence, customer experience is what makes the world go around!

CRM 59

CRM Customer Care Customer Experience Customer advocacy 59

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

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

CSM Magazine

SEPTEMBER 14, 2023

certification across delivery centers and geographies) CX Impacts Business Research shows companies have made progress on the level of customer care provided, but brands still must do better. Customers are seeking out faster, simpler transactions, more consistency across channels, and easier access to live support.

Journey mapping 59

Journey mapping Government Transportation Customer Care 59

Calltools

APRIL 3, 2024

Technology and customer expectations have changed a lot over the last few years. Focus on Customer Care All of the contact center trends you adopt should ultimately improve customer care. Nurture Agent Care Contact centers have high turnover rates ( 30-45% annually ) that harm customer care and increase costs.

Contact Center 52

Contact Center Interactive Voice Response Agent Empowerment Self service 52

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. Outlook: While investment in the development of all ecozones has largely stalled, the Philippine government still has the importance of foreign investors in mind. The Impact of COVID.

outsourcing 128

outsourcing Real estate Government Call Center 128

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

CSM Magazine

JUNE 29, 2022

PCI Pal , the global SaaS provider of secure payment solutions, has today announced a partnership with Teleperformance Limited a leader in omnichannel customer care solutions and integrated digital business services. About PCI Pal.

Enterprise 52

Enterprise Automotive Business Process Outsourcing Government 52

ShepHyken

SEPTEMBER 22, 2017

He questioned what would happen if he created the exact opposite experience of a typical government agency. By completely distrupting the notion of customer service at the DMV on it’s head, there is zero doubt which DMV will get the most business in the area or which company will get the next government contract to open additional outlets.

Wireless 202

Wireless Government Entertainment Airlines 202

ShepHyken

AUGUST 10, 2016

Every once in a while I jokingly will say the motto of a company who gives me bad customer service is: We’re not happy until you’re not happy. People complain and joke about some of their experiences with government agencies. There are certain industries that this seems to be especially true.

Airlines 215

Airlines Government Customer Service Customer Experience 215

Aspect

MARCH 30, 2020

I could not be more proud of the Aspect Customer Care team. We are very proud of our worker’s flexibility and their ability to provide a high level of customer service. Through it all, we have achieved 100% of our SLAs in terms of call and resolution response times.

Government 153

Government Contact Center Education Consulting 153

COPC

SEPTEMBER 19, 2022

The company provides a spectrum of seamless solutions that span outsourced customer care, technology services, digital business, consulting, back-office, and other specialized services for enriching customer experience. Headquartered in Riyadh, Saudi Arabia, ccc is a leading CX management business processing outsourcer (BPO).

Business Process Outsourcing 52

Business Process Outsourcing Benchmark outsourcing Construction 52

CSM Magazine

JULY 29, 2020

Since the end of March, the UK government has encouraged the country to stay indoors and only leave for essential or unavoidable reasons. These could be roles such as, NHS staff, main utilities engineers, government workers, and delivery drivers. A human connection. Sometimes just by offering a cheery wave hello.

Transportation 52

Transportation Government B2B Engineering 52

ShepHyken

DECEMBER 14, 2018

It has broader business ramifications, such as widespread customer dissatisfaction, which leads to customer churn and ultimately, revenue loss. Successful cyber attacks have plunged organizations of all shapes and sizes into chaos, from private companies to governments.

Customer Experience 256

Customer Experience Government Coaching Customer retention 256

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. While The Taylor Reach Group, Inc.,

Journey mapping 70

Journey mapping Government Contact Center Consulting 70

OctopusTech

JULY 18, 2018

Though ISP industry bears some close resemblance to the telecommunication sector, it still has got its own set of rules to follow and learn from customer expectations all while working in close proximity with ever-changing government regulations. Customer Care. net neutrality. net neutrality. Billing Service.

Call Center 48

Call Center Telecommunications Government Technical Support 48

ShepHyken

JULY 17, 2017

How Enterprise Chatbots Platforms Will Change Customer Service by Murray Newlands. Business2Community) The key to good customer care is making your customer’s experience with your brand seamless, easy, and great. However, because customers are more informed than ever, they expect more.

Customer Service 75

Customer Service Chatbots Government Customer centricity 75

Sykes

APRIL 29, 2020

Due to COVID-19, countless companies are adjusting to social distancing government ordinances by employing home-based workforces. SYKESHome agents are hand-picked (with an overall hire rate of just 2%) and trained to offer exceptional customer care experiences using technology that’s tailored for remote functionality.

Government 52

Government Customer Care Enterprise At home agents 52

Sykes

APRIL 29, 2020

Due to COVID-19, countless companies are adjusting to social distancing government ordinances by employing home-based workforces. SYKESHome agents are hand-picked (with an overall hire rate of just 2%) and trained to offer exceptional customer care experiences using technology that’s tailored for remote functionality.

Government 52

Government Customer Care Enterprise At home agents 52

Hodusoft

JUNE 17, 2021

Companies now view the call centers as an opportunity to provide strategic, experience-oriented customer care. Organizations that understand this plural nature, stay agile, and create a consistently positive customer experience will prosper and move forward. . HoduSoft has been very helpful with timely support.

Marketing 98

Marketing Contact Center Telecommunications Call Center 98

DMG Consulting

JUNE 12, 2023

quitting time rolled around, or the government employee who couldn’t be bothered looking up my mother’s account information to answer a simple question about her Medicare coverage, the number of frustrating customer service interactions I’ve had in just the past few months have far exceeded the good ones. So what’s causing this?

Customer Service 48

Customer Service Contact Center Self service Government 48

Russel Lolacher

JANUARY 25, 2021

Edelman, one of the bigger international communication firms, conducts a Trust Barometer Survey every year to measure global trust in the media, government, NGOs (non-government organizations) and the business sector. In the latest 2021 edition, as in previous years, trust isn’t high.

Government 119

Government Scripts Personalization Feedback 119

CCNG

JULY 12, 2020

CCNG is working through our network of colleagues and resources to help share information, insights, and ideas on maintaining strong customer care, employee support, and business continuity during this challenging period. Now, because of government mandates, thinking differently is the only way to survive.

Contact Center 221

Contact Center CCNG Best practices Government 221