ShepHyken

MARCH 9, 2018

This week we feature an article by Gemma Baker who writes about how the customer service world has changed with the development of digital communication channels. – Shep Hyken. It is no secret that customers are turning towards digital communication channels when contacting organizations. Provide a Quicker Answer.

Customer Service 189

Customer Service Chatbots Advertising Technology 189

BlueOcean

NOVEMBER 11, 2020

When the world turned upside down in February and March of 2020, no one could have guessed what was ahead. For companies who outsource (or are thinking about outsourcing) their customer care, there is simultaneously a large degree of uncertainty and urgency. Get your copy now. Just fill out the form.

outsourcing 106

outsourcing Customer Care Contact Center Customer Service 106

BlueOcean

JULY 13, 2023

However, along with everything else in the world, the pandemic forced them to cancel the 2020 event. As a result, record numbers of attendees and, consequently, record-high inbound customer service volume were projected for the 2022 championships. In 2021, the championship went forward but with many restrictions.

Customer Care 110

Customer Care outsourcing Customer Service Contact Center 110

Toister Performance Solutions

DECEMBER 10, 2020

Customer service is getting worse. Companies are struggling to avoid service failures and keep their customers happy. But a third report and two top customer experience experts offer a glimmer of hope. But first, let's look at the state of customer service. Is customer service getting worse?

Customer Service 139

Customer Service Surveys Consulting Consulting 139

Cisco - Contact Center

AUGUST 3, 2020

Cisco Webex Contact Center CCaaS honored for improving customer service technology and customer experience. I’m excited to announce that Webex Contact Center was among the 2020 Contact Center Technology Award winners, presented by CUSTOMER Magazine this month. Award Winner Second Year in a Row. Cloud Agility.

Contact Center 116

Contact Center Technology contact center solutions Virtual Agent 116

ShepHyken

DECEMBER 9, 2019

Each week I read a number of customer service and customer experience articles from various resources. 10 Customer-Centric Questions to Create Irresistible Value by Josh Linkner. Josh Linkner) With our Thanksgiving feasts behind us, ’tis the season of 2020 business planning. Follow on Twitter: @Hyken.

Airlines 136

Airlines Customer Service Customer centricity Call Center 136

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

BlueOcean

AUGUST 6, 2020

2020 has marked the workplace like no other year in recent history. You may have pushed pause on your decision to find a new customer care outsourcer, but now’s the time to dive back in. Our updated list of customer care RFP questions keeps these facts top of mind. We hope they’ll make your life a little easier. (We

Customer Care 62

Customer Care Contact Center outsourcing Employee engagement 62

Fonolo

AUGUST 29, 2019

Every year we ask: What can contact centers do to bolster their productivity, efficiency, and customer service offerings in the future? Now: Ready yourself for the dawn of a new customer service decade, and read this timely and useful advice from the mouths of the experts themselves. People buy from people.

Contact Center 121

Contact Center Self service Call Center Chatbots 121

DMG Consulting

NOVEMBER 14, 2020

DMG Consulting Releases 2020 – 2021 Digital Customer Service Product and Market Report. Digital-first servicing drives improved CX and brand engagement. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services.

Consulting 62

Consulting Consulting Marketing Customer Service 62

TechSee

AUGUST 28, 2018

AI technologies have successfully transformed customer care, using smart automation to provide win-win solutions for both customers and agents. These technologies empower agents with automation capabilities, allowing them to enhance their customer care reach. Customer Self-Service for convenience.

Customer Service 95

Customer Service Self service Interactive Voice Response Customer Care 95

Fonolo

MARCH 4, 2020

“How does ADP do customer service so well?”. Amar Sidhu leans in and chuckles, “That’s easy — we’re customer-obsessed.”. Sidhu, the Senior Vice President of Service Delivery at ADP Canada — and leader of over 1000 associates on a day-to-day basis — knows what he’s talking about. This is their story.

Customer Service 122

Customer Service Metrics Call Center Contact Center 122

Noble Systems

JULY 15, 2019

According to Gartner, 55% of companies have started to or plan to invest in AI by 2020. Customer care today remains mostly reactive. Businesses wait for a customer to call into the contact center. Then we’ll cover why you should care. The agent was able to resolve the customer’s issue quickly. AI Defined.

Customer Care 70

Customer Care Abandon rate Self service Airlines 70

SharpenCX

NOVEMBER 11, 2020

Raise your hand if 2020 made you toss old customer service playbooks out the window. Customer service and ops leaders scrapped old strategies. While the change was largely unwanted and certainly uncomfortable, the customer service industry didn’t implode. First up in the future of customer service?

Customer Care 67

Customer Care Customer Service Self service Contact Center 67

TechSee

JUNE 25, 2019

It seems like every company in every industry wants to harness the power of AI to enhance operations and positively impact the lives of their customers. A Tata Consultancy Services survey found that 31.7% of major companies around the world are currently using AI customer service technologies, the second most common use of AI after IT.

Technology 122

Technology Customer Service Gamification Contact Center 122

Aspect

SEPTEMBER 19, 2018

trillion annually by 2020, they are a force that businesses can’t afford to overlook. As the first generation of digital natives to enter the workforce, they changed how businesses interact with customers, forcing these companies to rethink how to deliver exceptional customer service. . Self Service. Self Service.

Customer Service 207

Customer Service Self service Contact Center Chatbots 207

CSM Magazine

OCTOBER 5, 2020

Customer Service & Experience USA 2020 (November 17-18th) brings together an unrivalled list of senior customer service leaders from the world’s most powerful and innovative brands. In celebration of our 10th anniversary, we are bringing our most senior line-up yet.

Customer Service 52

Customer Service Chatbots Self service Contact Center 52

BlueOcean

JANUARY 6, 2020

Competitive pressures, customer expectations, and emerging technologies are some of the key factors pushing leaders to elevate and evolve their customer service approach. We often talk about omnichannel as the ultimate goal for any and every customer service solution. Interaction and care.

Customer Care 71

Customer Care Wait times Self service Personalization 71

CSM Magazine

FEBRUARY 17, 2022

As technologies and consumer expectations develop, the customer service landscape is evolving at an accelerated rate. Customers (and companies) faced unprecedented problems causing query volumes to spike, which put huge pressure on customer service teams. Arguably, in 2021 the industry experienced a seismic shift.

Customer Service 98

Customer Service Chatbots B2B Customer Care 98

BlueOcean

JUNE 10, 2021

Today we look at how this last consideration applies to the way companies are investing in customer care. From consumers to small businesses to enterprise organizations, there’s no denying that wallets were squeezed in 2020 as the height of the pandemic took its toll. Read on to discover our perspective and insights.

Customer Care 62

Customer Care outsourcing Contact Center contact center solutions 62

BlueOcean

JANUARY 21, 2020

Blue Ocean, a world leader in customer care solutions, was named a Finalist today in the “Customer Service Success – Technology Industries” category in the 14 th annual Stevie® Awards for Sales & Customer Service. Blue Ocean is an award-winning provider of innovative customer care solutions.

Customer Service 62

Customer Service Technical Support Customer Care Education 62

BlueOcean

OCTOBER 23, 2023

(This is updated version of our most popular blogs: 52 RFP Questions (2013), 51 RFP Questions (2016), 60 RFP Questions (2020)) Every few years we update our recommended list of contact center RFP Questions. Reporting Your customer care program may accumulate more data than any other part of your organization. Hourly staff?

Customer Care 71

Customer Care outsourcing Employee engagement Contact Center 71

CCNG

OCTOBER 19, 2022

(Temkin, 2017) 48% of consumers expect specialized treatment for being good customers. Accenture, 2017) Consumer demand better service from companies More than 60% of customers say they now have higher customer service standards. Customer Service and Support Customer experience can’t go without customer service.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Nicereply

OCTOBER 19, 2021

Use these stats as an argument to prove to your executives the power and value of investing in customer service. It’s often more challenging to see the value of customer service costs compared to other business investments. It turns out there’s plenty of stats out there on the value of customer service.

Customer Service 98

Customer Service Customer centricity Surveys Customer Support 98

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

Quiq

MAY 28, 2020

Whether your business is interested in opening up several messaging channels, or just one, communicating with customers over messaging can be a breeze. Here are our top picks for digital customer service communication channels in 2020. Connect With Your Customers Effectively. SMS/Text Messaging. See a Demo Today.

Customer Service 52

Customer Service Chatbots Customer Care Feedback 52

Call Experts

FEBRUARY 12, 2020

Three primary trends are driving the customer care industry: diversified cloud-based solutions. By actively harnessing a set of cloud-based AI-powered technologies, contact centers are infusing intelligence across the entire customer contact landscape. Key 2020 Trends: Cloud Contact Centers. Customer Journey Mapping.

Cloud contact 69

Cloud contact Contact Center Journey mapping Interactive Voice Response 69

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. I’m the Director of Web and Social Media Services for the Ministry of Transportation and Infrastructure in the BC Public Service. Thanks, Dad.

Government 52

Government Customer Care Transportation Benchmark 52

SharpenCX

DECEMBER 2, 2020

American businesses risk a staggering $494 billion in revenue from poor customer care, according to the 2020 National Customer Rage Study. . With financial losses of such scale on the line, the stakes have never been higher to deliver good customer service in your call center. Today, we’re getting tactical.

Call Center 128

Call Center Customer Service Contact Center Metrics 128

Netomi

JANUARY 5, 2022

Customer service leaders come in all shapes and sizes. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Top 51 Customer Service Leaders and CX Influencers (Editor’s Choice): Adam Toporek.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

BlueOcean

APRIL 30, 2021

A couple of years ago, we explored the state of omnichannel customer care , recognizing the fact that consumers have more channel options available to them than ever before. With more than a year of pandemic impacts under our belts, let’s dig into the far-reaching impacts of COVID-19 on omnichannel customer care.

Customer Care 62

Customer Care Interactive Voice Response outsourcing Self service 62

BlueOcean

MARCH 3, 2020

Blue Ocean, a world-leader in customer care solutions, was awarded a Silver Stevie® Award in the “Customer Service Team of the Year” category at the 14th annual Stevie Awards for Sales & Customer Service. The post Blue Ocean Wins 2020 Silver Stevie® Award appeared first on Blue Ocean.

Customer Care 62

Customer Care Education Contact Center Sales 62

Skybridge

MARCH 4, 2021

If you and your organization are tackling these questions – and even if you’re not – check out the 5 stats highlighted here by customer care expert, Shep Hyken in his recent article for Forbes. I’m often asked how to get leadership to consider investing in customer service and customer experience.

Customer Care 52

Customer Care B2C B2B Customer retention 52

CSM Magazine

DECEMBER 3, 2019

While being superseded by instant messaging and social media, daily e-mail still steadily grows and will reach more than 300 billion e-mails per day in 2020. Diversity of communication tools drives companies to develop omni-channel flexibility to stay in touch with customers and employees. Ievgen Sliusar.

Customer Care 52

Customer Care CRM Enterprise Marketing 52

Comm100

NOVEMBER 13, 2022

A Complete Guide to Omnichannel Customer Service. The state of customer service is always changing, and brands must keep up. Customers now use an average of nine different channels to connect with companies, and they expect the support they receive on these channels to be fast, convenient and personalized.

Customer Service 98

Customer Service Multichannel Chatbots Healthcare 98

Callminer

JANUARY 18, 2021

Besides nurturing an omnichannel approach to customer care, organisations should carefully consider the operational aspects of their call centres to ensure it is satisfying as many callers as possible, including adequately addressing customer vulnerability. These shortcomings do affect the service quality. “A

Best practices 226

Best practices Call Center Contact Center Scripts 226

BlueOcean

MAY 11, 2020

It’s late February, 2020. Situation: You’re tasked with choosing a new outsourced partner for your organization’s customer care program. Three months later – May, 2020. Did the pandemic expose cracks in your current customer care solution, whether that is in-house or outsourced? Place: Your office.

outsourcing 62

outsourcing Customer Care Contact Center Engineering 62