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.

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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.

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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.

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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.

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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.

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outsourcing Contact Center Customer Care Coaching 62

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.

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Contact Center Business Process Outsourcing outsourcing Call Center 119

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

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.

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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.

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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

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

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?

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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.

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outsourcing Customer Care B2B Contact Center 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.

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outsourcing Customer Care Customer Support Metrics 52

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

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

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

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?

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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

Anexa BPO

JULY 21, 2020

trillion throughout 2020. To better accommodate this huge market, many businesses are prioritizing providing easy communication and assistance to their prospective customers whose first language isn’t English. Outsourcing. With more than 37 million US residents speaking Spanish at home, it’s the second most common language.

Call Center 52

Call Center outsourcing Telemarketing Marketing 52

Anexa BPO

JULY 21, 2020

trillion throughout 2020. To better accommodate this huge market, many businesses are prioritizing providing easy communication and assistance to their prospective customers whose first language isn’t English. Outsourcing. With more than 37 million US residents speaking Spanish at home, it’s the second most common language.

Call Center 52

Call Center outsourcing Telemarketing Marketing 52

Skybridge

SEPTEMBER 1, 2020

There’s no point in sugar-coating it: 2020 has been a year of unprecedented challenges, unknowns, headaches and, at times, heartaches. In it, he celebrates four remarkable advances that many brands, marketers, and customer care leaders have managed to make, not just in spite of the pandemic but as a result of it.

Customer Care 52

Customer Care outsourcing Consulting Consulting 52

Anexa BPO

OCTOBER 19, 2021

Outsourcing Returns and Customer Care. Trying to maintain all levels of customer communication online is difficult. According to the National Retail Federation , 2020 saw $428 billion in returned products. This is where help desk services in Texas, Florida, and California come in handy.

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outsourcing Sales Analytics Call Center 52

Skybridge

JULY 13, 2020

Are You Ready to Re-Build Customer Loyalty? The 2020 National Customer Rage Study was released last month. While plenty of anecdotal evidence indicates that customers were ore forgiving of their favorite brands during the first few months of COVID-19, it also suggests that their patience has worn thin. You should.

Average Handle Time 52

Average Handle Time outsourcing Banking Customer Care 52

Knoah

MAY 25, 2017

Over 90 percent of consumer care managers told ICMI they believed their agents could be better at providing resolutions, while almost three-fourths said their organization’s procedures stood in the way of employee effectiveness. It may also be wise to outsource certain back-office services or care procedures.

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outsourcing Technical Support Call Center Customer Care 48

Skybridge

AUGUST 10, 2020

As he argues convincingly for “Scenario Planning,” Wunker points to the reality that just about every customer contact center has been living since March of this year: “ While some were poised to respond to the turbulence that coronavirus introduced to business environments, most were not.” . You can read it here. We would love to talk!

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Customer Care Healthcare Contact Center outsourcing 52