BlueOcean

MARCH 19, 2024

On the Blue Ocean blog, we talk a lot about the process of sourcing a strategic partner for your outsourced customer care program. Your incumbent team are being personally impacted. Love them or hate them, in business, as in life, transitions are inevitable. Long Story Short: Outsourcing is a business of wins and losses.

outsourcing 71

outsourcing Customer Care Best practices Management 71

BlueOcean

OCTOBER 23, 2023

With every evolution in technology, workforce trends, and consumer expectations, the questions shift—which is testament to why generic, boilerplate RFPs never work for outsourcing customer care. What’s your maximum class training size for in-person training? Download our free customer care RFP template here.

Customer Care 71

Customer Care outsourcing Employee engagement Contact Center 71

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”. Personally, when I hear that phrase, I experience a range of emotions. Why Fuss Over Customer Care?

Customer Care 121

Customer Care Contact Center Benchmark Customer Service 121

ConvergeOne

AUGUST 31, 2021

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.

Customer Care 61

Customer Care Personalization Finance Chatbots 61

Vcaretec

JUNE 6, 2022

Customer expectations today are higher than ever , and the customer support training, resources, and investment required of today’s leading retailers can make the challenge of creating amazing customer care experiences seem insurmountable. At Vcare, creating amazing customer service experiences is all we do.

Best practices 88

Best practices Customer Care Customer advocacy outsourcing 88

Vcaretec

JUNE 6, 2022

One of the pillars of holiday customer care in 2015 is omnichannel support. Customers want to shop early in the morning and late at night during the holiday season, and brands have it in their best interests to accommodate their shoppers by almost any means necessary. Phone This is the stalwart of customer care - phone support.

Customer Care 96

Customer Care Upselling Accountability Customer Support 96

Working Solutions

APRIL 27, 2020

Whatever happens in the long run, there can be no doubt the pandemic has shifted the business-customer relationship in big ways. And in the process, some essential truths are emphasized, such as the importance of personalized customer care. […].

Customer Care 52

Customer Care Personalization Customer Experience 52

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

Bill Quiseng

MAY 17, 2023

Customers seek the best emotional value in their experience, not your logically reasonable price, product, or service. The value to your customers is in their personal interactions, not your “cash or credit” business transactions. To earn customer loyalty, don’t get inside their heads.

Metrics 88

Metrics Customer Care Personalization Customer Service 88

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? Modified Recruitment Strategy.

B2C 62

B2C Customer Care Schedule adherence outsourcing 62

Bill Quiseng

FEBRUARY 22, 2022

To paraphrase John DiJulius’ battle cry, it’s time for a Customer CARE Revolution! Let’s be revolutionary to improve the customer experience. This revolution “is a radical overthrow of conventional business mentality, designed to transform what customers and employees experience.

Customer Care 97

Customer Care Morale Sales Marketing 97

ShepHyken

FEBRUARY 21, 2018

In both of these examples, the personal assumption that each of these people had was not in sync with mine. And, just because I don’t care about you calling me back the same day, doesn’t mean my customer won’t. Operating based on personal assumptions – or my personal likes and dislikes – can be dangerous.

Personalization 218

Personalization Customer Experience Customer Service Customer Care 218

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

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. Product recall support. Documentation of contacts. Ability to Escalate.

Healthcare 52

Healthcare Customer Care CRM Self service 52

Pointillist

SEPTEMBER 10, 2020

Many CX, marketing and operations leaders are asking how they can use customer journey orchestration to deliver better, more personalized experiences that will improve CX and business outcomes, like retention, customer lifetime value and revenue. Journey orchestration goes beyond traditional personalization techniques.

Personalization 128

Personalization Interactive Voice Response Enterprise Upselling 128

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. Emotional intelligence.

Customer Care 52

Customer Care Customer Support Accountability Customer Service 52

Hello Customer

MAY 19, 2021

Recently, many organizations saw peaks in demand for customer service and the requests never went down. The profitability of selling to an existing customer is 60-70% , while the profitability of selling to a new prospect is only 5-20% ( Invespcro ). Customer Experts. To wrap up. And it won't disappear any time soon.

Customer Care 98

Customer Care Customer centricity Contact Center Chatbots 98

BlueOcean

JANUARY 20, 2023

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. And second, there’s no doubt that the pandemic and the social justice movement have evolved what you need from a customer service provider – and your RFP should reflect that. For remote training?

Customer Care 62

Customer Care Contact Center outsourcing Employee engagement 62

CSM Magazine

DECEMBER 18, 2023

Survey Says: Customer Service Needs Improvement Customer Care Measurement & Consulting (CCMC), a company specializing in customer service research, conducts periodic customer rage surveys. It is time to put the “person” back into your company’s “personal responses” to your customers’ problems.

Personalization 52

Personalization Customer Service Multi-channel support Surveys 52

Playvox

AUGUST 25, 2022

And, we have all seen the impact of just one person doing something NOT in the plan and the downstream effects. For example, one person may log in late for their opening shift. Another person may not adhere to scheduled breaks or lunches. One person may leave early from their closing shift. ENJOYING THIS ARTICLE?

Personalization 85

Personalization Management Schedule adherence Average Handle Time 85

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. Whether they agree or don’t agree with what you have to say, there is a personal reason behind it. Let personalities shine – your people are awesome.

Customer Care 98

Customer Care Government Transportation Employee engagement 98

Inbenta

NOVEMBER 9, 2021

For years, customers have been demanding more from their financial institutions. Covid-19, and the consequences that came from the pandemic only accelerated these customer demands. Consumers expect immediacy, personalized, and flawless interactions with their favorite brands and they expect the same from their banks.

Banking 95

Banking Chatbots Customer Care Self service 95

TechSee

JANUARY 29, 2019

In addition, visual capabilities can help the customer choose the best product that fits his physical environment, to personalize the sales process and avoid NFF returns. The bot can also ask the customer about desired colors, styles and fabrics, and search for store branches that carry the desired models in inventory.

CRM 164

CRM Personalization Self service Sales 164

Noble Systems

JULY 15, 2019

Customer care today remains mostly reactive. Businesses wait for a customer to call into the contact center. The agent asks a series of questions to gather information needed in order to answer the customer’s question or solve their problem. Then we’ll cover why you should care. AI Defined.

Customer Care 70

Customer Care Self service Abandon rate Airlines 70

The Center for Client Retention

AUGUST 8, 2017

Looking for a guide to build your customer care training session off of? Not everyone learns the same way, and today we are sharing with you some examples that excellent customer service training can adopt for those who may be more visual or auditory learners. Customer Care Training Tip #1: Respect the Customer’s Time.

Customer Care 96

Customer Care Scripts Call Center Best practices 96

ShepHyken

SEPTEMBER 22, 2023

This year, we’ll see a growing focus on the role of service in corporate strategies, with businesses incorporating new approaches and technologies to deliver the support their customers need. Service has become the main point of contact between a business and its customers, greatly affecting their perception of the brand.

Customer Service 153

Customer Service Chatbots Self service Customer Care 153

Russel Lolacher

MARCH 8, 2020

I’ll start by busting one millennial myth around entitlement from my own personal experience: I’ve met far more entitled 50-60 year-olds than I’ve ever seen in 35-year-olds. . (As The post 3 Reasons to Take Millennials Customer Care Seriously appeared first on Russel Lolacher.

Customer Care 80

Customer Care Advertising Marketing Engineering 80

Skybridge

MAY 18, 2020

But it seems certain that the old ways of running customer care call centers are never coming back. The challenge now is how to re-imagine how you’ll deliver the best customer experience possible. In the past, it was viewed poorly if you were unable to keep things purely professional with a customer. Skybridge Americas.

Customer Care 52

Customer Care outsourcing Banking Best practices 52

Skybridge

MAY 18, 2020

But it seems certain that the old ways of running customer care call centers are never coming back. The challenge now is how to re-imagine how you’ll deliver the best customer experience possible. In the past, it was viewed poorly if you were unable to keep things purely professional with a customer. Skybridge Americas.

Customer Care 52

Customer Care outsourcing Banking Best practices 52

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. Another conference I always enjoy, whether it’s in person or online, is Podcast Movement. “Yes, but what do you do? Thanks, Dad.

Government 52

Government Customer Care Transportation Benchmark 52

Interactions

JULY 29, 2021

Closely following (and also very interesting), the 3rd benefit noted by 21% was “not having to speak/type to a live person.” Customers like speed, and an agent can prevent the most efficient path. However, customers don’t want just any automation. Personalization is appreciated.

Customer Care 71

Customer Care Surveys Wait times Self service 71

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

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. “

Customer Care 74

Customer Care outsourcing Chatbots Contact Center 74

Interactions

MARCH 13, 2019

Although traditionally they may seem unrelated, marketing and your customer care strategy actually have a lot in common– the biggest thing being your customers. Customer care is a major touchpoint with your brand. When your customers reach out to your company, they are looking for a solution.

Customer Care 63

Customer Care Marketing Average Handle Time Customer retention 63

Interactions

OCTOBER 29, 2020

If these basic principles are at the core of your customer interactions, it sets the tone for a good experience. However, etiquette might often be overlooked when brands are choosing a customer care technology. A solution that cannot support etiquette basics can have a dramatic effect on your customer experience.

Customer Care 48

Customer Care Wait times Chatbots Self service 48

CCNG

DECEMBER 27, 2023

Add to this our daily personal, family and job stresses, and it's clear why many feel overwhelmed and ultimately disengage or worse. Greg Salvato is a valued CCNG member sharing his insights and experience on a variety of topics including leadership in the customer care field. It's a complex landscape.

CCNG 195

CCNG Employee engagement Contact Center Customer Care 195

NICE inContact

JANUARY 24, 2018

Cloud contact center deployments that began in customer care may have been extended to other business areas. Two topics come to mind: participating fully in corporate digital transformation initiatives and investigating uses of artificial intelligence in customer care. Digital Transformation. Plan to join us!

Customer Care 74

Customer Care Cloud contact APIs Contact Center 74