In mapping the customer journey, the contact center is unquestionably a critical customer touch point, essential to carrying the brand promise and delivering a positive customer experience, placing an emphasis on effective recruiting for your contact center. The challenge, of course, is in determining which characteristics best enable an agent to make that real human connection. […]
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The National Retail Foundation is forecasting that Americans will spend $600 billion this holiday season. This annual mad rush to prepare the contact center for the holiday season inevitably presents a challenge for contact centers nationwide. Massive spikes in demand mean massive potential for interruption to customer service operations. Unquestionably, holiday madness can also impact […]
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Everyone believes that improving customer experience (CX) is good for business. And brands like Apple, Nordstroms, Starbucks, and Trader Joe’s attribute their phenomenal success to providing consistently superior customer experiences. But evidence that customer service is worth investing in goes beyond anecdotes and marketing copy. There is solid research from many fronts that supports the […]
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What’s the big deal about Big Data? It’s a topic on every industry conference and it’s a theme that seems to be streaming endlessly through our collective Twitter feeds – and yet there are so many different opinions about what Big Data actually is and how it should be leveraged. We put together this primer […]
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We like to refer to Roadside Assistance Customer Service teams as the special forces of customer service being able to ramp up for unpredictable and extreme peaks in volume And boy-oh-boy did the past year deliver extreme swings in volume due to record weather events and various polar vortexes. When we tallied up the team’s results, we […]
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We have all been there. We call the toll-free number and are greeted by the Interactive Voice Response (IVR) system: “Welcome to XYZ Corporation. Para Español oprima numero dos….” Okay, so we know we are not talking to a real person, but we are still optimistic that with a simple yes or no and a […]
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It is an exciting time in the customer contact industry. When you think about where contact center technology started, it can be traced back to the invention of the telephone. For decades, the voice channel was the only channel available for customers to receive speedy resolutions and attention to their needs. Boy, has that changed. […]
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It’s the middle of summer – time for vacations, barbeques and trips to the beach. But it’s also the perfect time to start contact center budgeting and planning 2015. I’m sure you’ve heard the old saying, “Don’t wait until you’re thirsty to start digging the well.” This is especially true when it comes to your […]
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Blue Ocean Contact Centers, a recognized leader in providing outsourced customer service solutions for global brands, received contact center awards for Best Outsourced Customer Service, Best Use of Social Media in the Contact Center, and Best Recruitment Campaign. The awards were announced at the 2014 ContactCenterWorld Top Ranking Performers of the Americas Conference in Orlando, […]
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If you live anywhere in the Northern United States or Canada, one phrase you would love to have stricken from your vocabulary this past winter is “Polar Vortex.” In addition to being the coldest, bone-chilling temperatures ever recorded across hundreds of cities in North America, Mother Nature supplied multiple blizzards that crippled transit and travel […]
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