Home » Customer Care

Customer Care

Rapid advances in consumer technology means customer care outsourcing today must encompass far more than call center services. Customer care now requires a comprehensive approach that takes the impact of social media, email, mobile and other technologies into account.

Managing Customer Interactions

By Dan Berthiaume Managing interactions with customers, especially customers who are identified as social media “influencers” whose opinion is magnified by strong followings on social networks, is more crucial than ever as business becomes increasingly customer-centric. Paul Cole, SVP, Customer ...

15 Jan 13 Written by Dan Berthiaume   |  >  Read More...

Achieving Digital Transformation, Part 2

By Dan Berthiaume Digital transformation, or the intelligent application of advanced digital technologies, is another means beyond traditional “lift and shift” that can help BPO practitioners achieve real enterprise transformation. As discussed in an article yesterday, a new study of ...

8 Nov 12 Written by Dan Berthiaume   |  >  Read More...

Achieving Digital Transformation

By Dan Berthiaume The drive to go beyond “lift and shift” and achieve real enterprise transformation has become a focal point of the modern BPO industry. But BPO practitioners can also help transform their enterprises through the intelligent application of ...

7 Nov 12 Written by Dan Berthiaume   |  >  Read More...

Social Media and Contact Centers – Trends to Watch

By Clayton Browne Many outsourcing firms have either already put into place or are ramping up the capabilities of their new social media-enabled contact centers, but their offerings and the relative quality of the services they offer vary dramatically. This ...

1 Nov 12 Written by Clayton Browne   |  >  Read More...

Insight

Engagement Boosts Social Media ROI

By Rohit Kapoor Most companies with a social media practice understand the value of listening and monitoring social media conversations relating to their brands, products or services. This data can then be analyzed to gain a better understanding of what ...

18 Apr 12 Written by Rohit Kapoor   |  >  Read More...

Showing Customers CARE

By Rosanne D’Auslio If I asked you to raise your hand if you have never had a bad customer service experience, would you have your hand up? I doubt it. I’d even bet money on it.  All of us have had ...

28 Mar 12 Written by Rosanne DAuslio   |  >  Read More...