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. Company Overview. Hourly staff?

Customer Care 62

Customer Care Contact Center outsourcing Employee engagement 62

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. Does outsourcing still make sense? Place: Your office. Listen to the audio or read the article. Place: Your living room couch.

outsourcing 62

outsourcing Customer Care Contact Center Engineering 62

BlueOcean

OCTOBER 6, 2020

We believe that every outsourcer should earn your business by delivering value day in and day out whether your relationship with them is in its first year or its 20 th year. Great companies are regularly assessing the ongoing value of their partnerships – but how do you measure the true value your contact center outsourcer is delivering?

outsourcing 62

outsourcing Customer Care Metrics Contact Center 62

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. Does outsourcing still make sense? Place: Your office. Place: Your living room couch. You’re at the point where decisions need to be made.

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outsourcing Customer Care Contact Center Engineering 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

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. .” Minimise language barriers with better hires.

Best practices 226

Best practices Call Center Contact Center Scripts 226

BlueOcean

JUNE 17, 2021

For many organizations, in-house customer care feels like the right choice. It keeps you close to your customers and ready to serve them with your exhaustive knowledge of your products or services. Customer care is often a 24/7/365 job, and the slightest disruption has the potential to impact your reputation and brand loyalty.

outsourcing 71

outsourcing Contact Center Customer Care contact center workforce 71

BlueOcean

DECEMBER 8, 2020

Their relatively small program had been outsourced to a multinational provider for two decades. The Results: Despite the pandemic and related lockdown orders, we launched this new customer care program on time, in April 2020 (cue the fireworks!). Get your Case Study Download today for more details.

Customer Care 62

Customer Care outsourcing Government Coaching 62

BlueOcean

JANUARY 20, 2023

2020 marked the workplace like no other year in recent history. 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. Our updated list of customer care RFP questions keeps these facts top of mind. Hourly staff?

Customer Care 62

Customer Care Contact Center outsourcing Employee engagement 62

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. More Blogs Menu.

Cloud contact 69

Cloud contact Contact Center Journey mapping Interactive Voice Response 69

BlueOcean

FEBRUARY 17, 2022

At a time when just about everything you can think of in terms of goods and materials seems to be experiencing a shortage and it feels like each week, new crises abound, companies simply can’t afford to run short of excellent customer care. It is not one size fits all. A Brief Example.

outsourcing 62

outsourcing Contact Center Customer Care Coaching 62

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

JANUARY 6, 2020

This concept that the customer care experience should go beyond demographics and preferences and be completely tailored to any customer’s unique current circumstances pushes the limits of the traditional customer journey and relies on cutting-edge data technologies. 2020 Trends in Omnichannel Customer Service.

Customer Care 71

Customer Care Wait times Self service Personalization 71

COPC

NOVEMBER 5, 2021

As a result of the changes since the onset of the COVID-19 pandemic, brand leaders are rapidly addressing their outsourcing partnerships in 2021 with enhanced work-from-home (WFH) and drastic competitive sourcing strategies. hosted as part of this fall’s Execs In The Know’s Customer Response Summit. WFH Insights.

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outsourcing Contact Center Journey mapping Best practices 52

24-7 InTouch

FEBRUARY 13, 2024

Winnipeg, MB – February 13, 2024 – IntouchCX has announced today the acquisition of Beliveo, a leading nearshore contact center and business processing outsourcer (BPO) in Mexico. IntouchCX and Beliveo are leaders in the customer care industry, focused on pairing the highest customer experience with best-in-class technology.

Contact Center 119

Contact Center Business Process Outsourcing outsourcing Call Center 119

CCNG

OCTOBER 19, 2022

(Zendesk, 2022) 54% of customers who report positive emotions like feeling happy, valued, and appreciated are willing to forgive brands that make mistakes. Forrester, 2022) In 2022, an average of 59% of customers trust the brands they interact with, 2 percentage points higher than the 57% of customers who trusted brands in 2020.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Global Response

NOVEMBER 9, 2020

From call center outsourcing to social media support and branded customer care, we help our more. The post The Best Call Center Software Tools of 2020 appeared first on Global Response. Here at Global Response, we are always researching the latest and best ways to speak your brand.

call center software 48

call center software Call Center outsourcing Customer Care 48

Back Office Centers

JULY 6, 2023

Instead of internally providing back-office support services, businesses opt to Outsource back office support to reduce costs without compromising effectiveness and quality. Without assistance from your back office support personnel, your sales and customer care team would not be able to be successful.

outsourcing 58

outsourcing Customer Experience Calibration Sales 58

Pipkins

SEPTEMBER 11, 2020

SUMMER 2020 ROUNDUP. David Borden has joined our customer care department. We have found that there is a growing niche of businesses that outsource their entire operations to BPOs or other agencies. The post Summer 2020 Roundup appeared first on Pipkins. Since then, as humans do, we’ve learned to adapt.

contact center solutions 53

contact center solutions Call Center Customer Care outsourcing 53

BlueOcean

DECEMBER 10, 2019

We also published loads of content to share our insights and experiences in the world of customer care. The True Cost of Losing a Customer. Did you know it can cost five times as much to acquire new customers versus retaining existing ones? Are You Using 1999 Metrics to Measure 2019 Customer Care?

Customer Service 12

Customer Service outsourcing Contact Center contact center workforce 12

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

Sales 71

Sales Customer Service outsourcing Government 71

Skybridge

AUGUST 18, 2020

Accordingly, Business Process Outsourcing (BPO) has been growing in popularity. In almost every industry, businesses can now outsource non-core processes while they can focus more on the core business functions. Find out how Skybridge Americas can help you delight your customers and grow your business. Skybridge Americas.

Business Process Outsourcing 52

Business Process Outsourcing outsourcing Technical Support Customer Care 52

Blueship Call Center

MAY 25, 2023

Every firm must provide real customer care across all client touchpoints if it wants to guarantee that its clients are heard, helped, and happy. Customers need efficiency, comfort, reliability, and friendliness. More than only calls there are many tasks handled by the call center outsourcing services.

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outsourcing Call Center Contact Center Customer Care 40

BlueOcean

JANUARY 20, 2022

In a world where the customer experience matters more than ever, the decision to outsource your customer care has significant impact on your brand and its reputation. When it comes to cost-effectiveness, consider the economics of outsourcing to a Canadian contact center as a US-based business. Are you dreading it?

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outsourcing Contact Center Customer Care Best practices 62

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

BlueOcean

MAY 13, 2021

In food and beverage alone, online sales in 2020 saw a 125% increase over the previous year. Globally, 83% of customers who bought new brands in 2020 say they’ll buy from those brands again in the future. Unsurprisingly, luxury brands saw a drastic drop in sales in 2020. Where Does Customer Care Sit in All of This?

Average Handle Time 62

Average Handle Time outsourcing Customer Care Sales 62

BlueOcean

SEPTEMBER 23, 2021

Call volume forecasts are inarguably an essential tool in the successful delivery of customer care excellence. With it, you’re one significant step closer to delivering an exceptional customer experience. But customer care volume forecasting typically relies heavily on historic trends.

outsourcing 62

outsourcing Customer Care B2B Contact Center 62

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

Sales 62

Sales Customer Service outsourcing Government 62

24-7 InTouch

JULY 13, 2023

The world of digital commerce is ever-changing when it comes to customers’ purchasing behavior and their expectations of brands. It’s no surprise that digital commerce growth spiked in 2020, but it doesn’t stop there. Below are the top five advantages of outsourcing your social media customer support.

outsourcing 52

outsourcing Customer Care Customer Support Metrics 52

CSM Magazine

FEBRUARY 17, 2022

As recognised recently by McKinsey , a gig customer service or ‘GigCX’ model “could give customer care the horsepower and flexibility it needs for today’s increasingly volatile markets.” In light of this, there are three important trends that will be indispensable to customer service.

Customer Service 98

Customer Service Chatbots B2B Customer Care 98

BlueOcean

MARCH 31, 2021

This inevitably translates to higher contact volume in the customer care realm. No longer did people have to wait until that 5 ‘o’ clock hour to make that phone call to customer service. But it also made an impact on customer behavior, particularly with self-service customer care. Omni-Channel Patterns.

Customer Care 62

Customer Care Self service Contact Center Healthcare 62

Sykes

APRIL 29, 2020

As global business shift operations due to COVID -19, customer care leaders face several challenges, especially for those who serve customers via contact centers and back office sites.? . Question 3: Who Should Be Serving Our Customers? .

Chief Customer Officer 52

Chief Customer Officer outsourcing Self service Contact Center 52

Sykes

APRIL 29, 2020

As global business shift operations due to COVID -19, customer care leaders face several challenges, especially for those who serve customers via contact centers and back office sites.? . Question 3: Who Should Be Serving Our Customers? .

Chief Customer Officer 52

Chief Customer Officer outsourcing Self service Contact Center 52

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 62

Contact Center Government Customer Care outsourcing 62

Skybridge

AUGUST 24, 2023

“Outsourcing helps companies maintain service levels and provide a consistent customer experience across all channels and hours of operation.” Deloitte Digital 2023 Report on New Realities for Contact Center Transformation Have your customers been looking for a better experience at your contact center?

outsourcing 52

outsourcing Contact Center Customer Care Average Handle Time 52

TLC Associates

JULY 11, 2019

Yet customer service, like every business function, is being transformed by automation and artificial intelligence. In fact, Gartner predicts that as many as 85% of customer interactions will happen without a human by 2020. We explore the full potential of AI in customer service and what it means for your brand.

Customer Service 61

Customer Service outsourcing Technical Support Contact Center 61

CSM Magazine

APRIL 16, 2020

Adapt Your Customer Service Department to Home Working and COVID-19 Pandemonium (April 30th, 2020). The impact of COVID-19 has been felt across the customer service industry and led to unprecedented operational shifts. Finding and delivering new efficiencies across your care department.

Customer Service 52

Customer Service outsourcing Best practices Customer Care 52