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? The next level is where it starts to get interesting. The final level is value chain optimization.

outsourcing 73

outsourcing Contact Center Journey mapping Telecommunications 73

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. The company received a Bronze Stevie in 2017, a Silver Stevie in 2019, and another Silver Stevie in 2020.

Contact Center 71

Contact Center Government Customer Care outsourcing 71

Global Response

JUNE 20, 2023

In this article, we’ll walk through the advantages and challenges of outsourcing to Tunisia so you can easily decide if it’s the right location for your call center outsourcing. Consider that the Tunisian workforce offers educated, multilingual workers who are well-trained in providing quality customer service.

Call Center 62

Call Center outsourcing Bilingual agents Education 62

Customer Service Life

SEPTEMBER 22, 2017

This article was originally published on the ICMI Blog on August 22, 2017. As an outsourcer, about 60% of our support volume is still phone, with chat and email making up most of the other 40%. Click here to read the original post. Tip 2: Group channels together with similar response expectations.

Interactive Voice Response 136

Interactive Voice Response outsourcing Service level Marketing 136

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. The company received a Bronze Stevie in 2017, a Silver Stevie in 2019, and another Silver Stevie in 2020.

Contact Center 62

Contact Center Government Customer Care outsourcing 62

Tenfold - Contact Center Blog

JULY 9, 2018

According to a 2017 report from Microsoft , 97% of global consumers say customer service impacts brand loyalty and their buying decisions. Service Level. A vendor signs a contract or Service Level Agreement (SLA) with a client to seal the deal. Front-facing employees are the lifeblood of a business.

Metrics 78

Metrics Call Center Abandon Call Schedule adherence 78

DMG Consulting

APRIL 5, 2017

Consequently, they are ineffective at helping managers adhere to service levels, forcing them to have to reforecast and schedule manually, which is complex and time-consuming. For outsourcers that are penalized for not meeting service levels, it can save thousands of dollars and improve relationships with their clients.).

Contact Center 48

Contact Center Service level Consulting Consulting 48

Fonolo

FEBRUARY 13, 2019

Little research has yet been carried out into the expectations of customers around web chat service levels …” For web-based chat, the average wait times are less than 10 seconds for 17% of respondents, and less than 30 seconds for a further 42%. The pros and cons of Business Process Outsourcing is always a hot topic.

Contact Center 57

Contact Center Call Center APIs outsourcing 57