Customer Experience

Page 3

Which Customer Service Predictions Came True from 3 Years Ago?

by Blue Ocean in Blog, Customer Experience, Customer Service Outsourcing, Multichannel Customer Service, Social Media Customer Support

Ever try to predict the outcome of anything? It’s no easy feat. Sci-fi author Arthur C. Clarke said predictions about the future can be a “discouraging, hazardous occupation.” Either you sound believable, but are proved pitifully shortsighted or you sound loony, and are proven right too late. For prediction-makers, it’s often lose-lose. But we’ve been […]

 

Read More

The Phone Channel is Dead, Long Live the Phone Channel

by Kim Campbell in Customer Experience, Customer Service Outsourcing, Kim Campbell

Thanks to emerging customer support channels like social media and live chat, as well as evolving technologies like speech recognition, there are more ways than ever for customers to initiate (and resolve) a service inquiry. And when they have options at their fingertips, customers are showing a growing preference for self-service options using automated IVRs, […]

 

Read More

How to Extend Your Customer Experience Strategy to Your Outsourcing Team

by Kim Campbell in Customer Experience, Customer Service Outsourcing, Kim Campbell

You’ve conducted your “experience audit” and walked miles in your customers’ metaphorical shoes. You’ve labored over reworking processes and playing diplomat to keep the management team in alignment on the customer experience strategy. You’ve trained your teams to deliver on the company’s “experience” vision. You’re measuring key metrics tied to the customer experience to keep […]

 

Read More

Invest in Customer Experience to Boost Your Bottom Line

by Kim Campbell in Customer Experience, Kim Campbell, Lifetime Customer Value

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 […]

 

Read More

The Contact Center of the Future Promises Freedom from “Hold”

by John Doane in Contact Center Technology, Customer Experience, Customer Service Outsourcing, John Doane

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. […]

 

Read More

Why the ‘Cookie Cutter’ Call Center Doesn’t Deliver High Quality Customer Experiences

by Andrew O'Brien in Andrew O'Brien, Customer Experience, Order Management

There’s something to be said about the consistent messages that are advertised by call center outsourcers. When companies are seeking a partner to handle their customer service calls, most organizations hear the same age-old promotions: “we’re different,” “we provide outstanding customer experiences,” and “come read our case studies to see why we are so great!” […]

 

Read More