Contact Center Pipeline

OCTOBER 22, 2015

The open nature of social media conversations means that contact center leaders will need to think through their social customer service strategy separately from their engagement strategies for other channels, says Elaine Carr, manager of Training & Development at ICMI (International Customer Management Institute).

Customer Care 100

Customer Care Contact Center Customer Service Management 100

CSM Magazine

SEPTEMBER 6, 2023

Websites have been great for this and have replaced a lot of work that customer care agents previously handled. Unfortunately, a lot of customer support gets outsourced, and finding someone who can actually help is tough. It can sometimes feel like talking to a robot because agents have been trained to ‘stick to the script.’

Customer Care 98

Customer Care Scripts Engineering outsourcing 98

Vcaretec

JUNE 6, 2022

There are also other major ROI benefits to an outsourced customer care center for firms in an array of industries, from Retail & E-Commerce, to Healthcare, to Financial Services, to Wireless & Telecommunications. Are you assessing the ROI of your call center and customer care solution?

Customer Care 85

Customer Care Wireless Telecommunications outsourcing 85

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

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

Vcaretec

JUNE 6, 2022

For online retailers, customer service can be a huge differentiator, and a secret weapon for customer advocacy. At Vcare, creating amazing customer service experiences is all we do. We also have a rigorous hiring and training process that our Care Specialists undergo when they join one of our clients’ teams.

Best practices 88

Best practices Customer Care Customer advocacy outsourcing 88

Fonolo

AUGUST 2, 2018

These words hold true sustenance and can dramatically impact the success of your contact center team: customer care and customer satisfaction. How you attend to your customers’ happiness levels and overall satisfaction requires critical thinking. Why Fuss Over Customer Care?

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Customer Care Contact Center Benchmark Customer Service 121

Blueship Call Center

AUGUST 22, 2023

We’ll go through its advantages and advise on how to outsource customer care services flawlessly. Next, we’ll discuss how to choose the best outsourcing partner before highlighting top-notch customer service outsourcing firms. However, the issue stems from the internal employees that handle customer care.

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outsourcing Customer Care Average Handle Time Call Center 57

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

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. Training and certification. Proactive outreach.

Healthcare 52

Healthcare Customer Care CRM Self service 52

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

Ansafone

MAY 26, 2022

When superior Customer Experiences are established at every point of contact, a brand becomes known as a premier resource. When an entity outsources Customer Communication strategies, highly-trained professionals can assist in boosting service quality, increasing company profits, and even accelerating productivity in-office.

Customer Care 62

Customer Care Contact Center Interactive Voice Response Multichannel 62

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

Bill Quiseng

FEBRUARY 15, 2022

Don’t offer customer service training. Training is finite, usually only one to several days. Training is one-way, “I know everything, you know nothing” instruction. Training is the how and what of service. Training is what employees do to develop the business.

Education 78

Education Customer Service Coaching Customer Care 78

Skybridge

SEPTEMBER 7, 2022

As a consumer, I know how I feel when I have to reach out to customer care. But what happens to that short-fused customer who isn’t so lucky? They reduce agent turnover by maintaining team cultures that attract, train, and retain highly skilled agents who love what they do. Then, of course, there are those other brands.

Customer Care 52

Customer Care Customer centricity Self service Contact Center 52

Blueship Call Center

NOVEMBER 21, 2022

You can achieve that aim without investing valuable time or money by choosing outsourced customer care services. Companies realize that a significant differentiation in today’s market is the excellent customer experience, which is why outsourced customer care services are becoming increasingly popular.

Customer Care 40

Customer Care outsourcing Brand ambassadors Technical Support 40

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. Agent Hiring/Training.

Customer Care 62

Customer Care Contact Center outsourcing Employee engagement 62

Inbenta

NOVEMBER 9, 2021

Employees also benefit from chatbots, as these reduce operational costs, minimize human error and save human agents time on repetitive queries so that they can focus on more complex issues or on training to gain new knowledge and capabilities. The post Chatbots in Banking: The New Must-Have in Customer Care appeared first on Inbenta.

Banking 95

Banking Chatbots Customer Care Self service 95

Natalie Petouhof

FEBRUARY 9, 2016

This new report looks at the importance of agile customer care. What exactly does agile customer care and agile customer experience mean? Traditional Customer Care Solutions Require Resources from IT and Result in Low Agent Productivity and ROI. that timeline could be weeks or months.

Customer Care 61

Customer Care Engineering SaaS Contact Center 61

CSM Magazine

DECEMBER 3, 2019

The traditional approach to automation requires explicit analysis and lots of work to formulate rules and/or train Machine Learning to cover all the cases. Therefore, 5 years ago we decided at Dynamic AI to fully automate repetitive work in customer care in real-time. Ievgen Sliusar.

Customer Care 52

Customer Care CRM Enterprise Marketing 52

Bill Quiseng

NOVEMBER 15, 2023

In the last two weeks, I explained the first and second QUI TAKEAWAYS: CX versus CXM, and customer service versus customer CARE. This week, I will explain the third QUI TAKEAWAY: customer service training versus customer CARE education. QUI TAKEAWAY: Don’t offer customer service training.

Education 97

Education Customer Care Coaching Customer Service 97

Quality Contact Solutions

DECEMBER 31, 1969

Are you considering outsourcing your inhouse customer care? So, how do you Successfully Outsource your Inhouse Customer Care? Now that you have followed the 6 key steps to Successfully Outsource your Inhouse Customer Care it is your outsourcers responsibility to manage your account. How long will this take?

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outsourcing Customer Care Call Center B2C 56

Contact Center Pipeline

MAY 8, 2015

New technology, emerging channels, social media and rising customer expectations are all transforming the customer care environment. In our recent Contact Center Training poll, 61% of organizations provided ongoing training for supervisors, and just over half (52%) did so for managers.

Management 100

Management Contact Center Customer Care Technology 100

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

Liveops

SEPTEMBER 27, 2018

Although customer care is typically regarded as a cost center, savvy brands know that 80% of their shoppers will return after a positive customer experience. That’s why customer care teams must work hard to deliver service on par with what customers are promised. Accelerate training readiness.

Customer Care 82

Customer Care Brand ambassadors Call Center Sales 82

Russel Lolacher

DECEMBER 20, 2021

A lot goes into providing social customer care during an emergency event considered a “once-in-500 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 98

Customer Care Transportation Government Construction 98

Skybridge

NOVEMBER 12, 2020

Even as 2021 looms, too many people say “Customer Experience” when they actually mean “Customer Service.” And too many executives perceive Customer Experience as something they can train their employees to do without seeing the bigger picture and building the requisite customer-centric culture, processes and technology.

Customer Care 52

Customer Care Government Self service Education 52

Bill Quiseng

MAY 24, 2023

If you want to drive customer loyalty, you cannot see customer service training as attending only one finite event, but rather you must see this as a participant in a continuous process. # # # Just a little over a year ago, I authored a blog post that implied that customer service training is good, not better, just average.

Customer Service 113

Customer Service Education Customer Care 113

BlueOcean

APRIL 15, 2019

Often, with intensely disgruntled customers who feel they deserved better service, the situation often stands the best chance of recovery when your Tier 1 agent escalates the call to someone who is perceived as having greater authority. The Training to Prepare for Entitled Customers. Read this next!

Customer Care 75

Customer Care Coaching outsourcing Contact Center 75

ShepHyken

OCTOBER 12, 2022

Social customer care may not be the most popular channel to deal with customer issues for most businesses, but that doesn’t mean it’s not important. More and more customers are turning to social media to get help. When a company tells me they don’t want to participate in social media customer care, I ask why.

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Customer Service Customer Care Customer Support 391

Skybridge

APRIL 13, 2020

But of course, there are longer-term factors to consider – and conquer – in order to lead high performing customer care teams capable of delivering superior customer and patient experience. Offer ongoing training on your tools selected to communicate across the team. If you would like to know more, please reach out.

Coaching 52

Coaching Customer Care At home agents Call Center 52

Contact Center Pipeline

DECEMBER 8, 2015

While a good social service training program provides agents with a basic understanding of how social media works and the differences for engagement among the various social networks, it’s also important to provide them with guidelines on how to handle the various types of situations they are likely to encounter.

Customer Care 100

Customer Care Contact Center Call Center Customer Service 100

Joe Rawlinson

APRIL 16, 2014

” Here are a few steps to help you achieve exactly that–a customer service dream team. While there are some benefits to hiring team members who possess a Degree in Customer Care Management or Customer Service, there are several important qualities that many believe cannot be taught. Provide training.

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Customer Care Management Morale Education 121

BlueOcean

OCTOBER 6, 2020

This is what relevant service level metrics look like in today’s customer care center. Are Your Customers Happy? Did new hire training falter in a fully remote environment? The post Validating Your Outsourced Customer Care Partnership: Is Your Incumbent “Still the One”? How do those NPS and CSAT scores look?

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outsourcing Customer Care Metrics 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

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!). Launched on-time despite major challenges of the pandemic.

Customer Care 62

Customer Care outsourcing Government Coaching 62

ConvergeOne

APRIL 20, 2021

On people: We really need to think about our models of hiring, training, and keeping our employees, especially in customer experience. This is especially true considering these folks are our front line to our customers. It all started with senior leadership declaring and acting with a customer-focused culture. Technology.

Customer Care 56

Customer Care Analytics Self service Contact Center 56