Kim Campbell

What’s the State of Social Customer Care in 2016?

In our world, it’s a little bit soul crushing to know that one third of people in the US would choose to clean a toilet over talking with customer service. But it is also a call to action. If the call to customer care...

We Choose You. Now What? Navigating The First 90 Days with Your Contact...

Outsourcing. It’s basically the corporate equivalent of walking down the aisle. You’re making a decision to trust someone else completely and you’re inviting them to build a future with you. Not a decision to be taken lightly. And it can induce more than a...

What High Quality Outbound Sales Reps Look Like

Having an amazing outbound sales rep working can be a game changer. As he or she turns warm leads into opportunities, your sales team finalizes deals faster. That rare person not only greases the wheels of your sales mechanism, but gels with your culture...

Lifetime Customer Value: Measuring Customer Service Performance

Don’t we all wish that customers came with a lifetime guarantee? They’d make their first purchase and be irrevocably smitten for life? In that perfect world, customer retention would be at 100% and customer turnover would be zero. Since that’s not the world we live...

The Phone Channel is Dead, Long Live the Phone Channel

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...

How to Extend Your Customer Experience Strategy to Your Outsourcing Team

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…

Invest in Customer Experience to Boost Your Bottom Line

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...

Can IVR destroy the customer experience? Press one or say “Yes”…

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…

3 Tips to Improve Contact Center Reporting

“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…

Three Unexpected Truths About Launching a Customer Service Outsourcing Program

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...

5 Reasons You Can (and Should) Trust Social Media Customer Care to Your Contact...

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...

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