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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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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“My goal is that our reporting is concise, honest, accurate, and actionable.” – Reporting Coordinator, Blue Ocean Contact Centers Many company leaders share that same goal. However, aligning your contact center reporting strategy to your goals is no simple stroll in the park. It starts by questioning everything. Is the data valuable? Is the data […]
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If you’re a growing company, it’s likely that at some point you will consider the strategic decision to partner with a customer service outsourcer. This process often begins with some informal conversations and then the more formal call center RFP process. Whether you’ve already chosen your customer service outsourcing partner or are in the process […]
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When organizations look at social media as a communication channel with outbound elements (engagement related to brand building, marketing, and PR) and inbound elements (customer-generated support requests, information requests, and service issues), it is clear that your customer care team has a role to play in managing the channel. Can you leverage your outsourced call […]
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