We are proud to share that Susan Preiss has been promoted to Senior Vice President, People & Business Operations. Susan provides strategic leadership across employee experience, people and human resources, and business operations. Her role brings together workforce strategy, business processes, and the systems, tools and ways of working that support how we operate every […]
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There are leaders. There are legends. And then there is Patty Isnor. After an extraordinary career shaped by heart, courage, wisdom, and just the right amount of chaos, Patty is heading into retirement. Patty has been our compass when things felt messy, our calm when things felt loud, and our biggest cheerleader when we needed […]
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Customer experience has become a defining factor in how customers choose and stay with brands. Even so, many contact centers are still structured primarily around efficiency, with success measured by speed and cost rather than the quality of the experience being delivered. PwC reports that 70% of executives believe customer expectations are evolving faster than […]
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Halifax, Nova Scotia – Blue Ocean, an award-winning provider of customer experience solutions, has earned the EcoVadis Committed badge for the second consecutive year, recognizing the company’s continued progress in strengthening its sustainability and responsible business practices. EcoVadis is a global leader in business sustainability assessments, evaluating organizations across 21 sustainability criteria within four core […]
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Blue Ocean, a world leader in customer care solutions, is proud to announce it has won a 2026 Bronze Stevie® Awards for Sales & Customer Service, recognizing the company’s outstanding work delivering premium customer experience for BermudAir, Bermuda’s boutique airline. This latest honor marks Blue Ocean’s eighth Stevie Award win over the past several years. […]
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When people talk about customer experience, the focus almost always lands on technology. AI chatbots, automation, and analytics all get plenty of attention. And yes, they matter. But here is the part that often gets overlooked. Speed and convenience matter, but what sticks with customers is how the customer care team treated them. That is […]
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After years in customer care, we’ve learned that even the most sophisticated digital tools won’t deliver results if your culture isn’t ready for them. We’ve watched too many businesses invest millions in shiny new platforms only to see them gather digital dust. The problem isn’t the technology. It’s that organizations focus on features and functionality […]
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The right outsourcing partner doesn’t just execute tasks. They understand your company well enough to make decisions you’d make yourself. That’s the difference between a vendor relationship and a true strategic partnership. Most companies evaluate partners on price and capabilities, missing the deeper understanding and cultural affinity that drives long-term success in outsourcing relationships. After […]
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Why do some customer interactions leave people raving about your brand while others have them searching for your competitors? The answer isn’t hiding in your technology stack or your process documentation. It’s sitting right there in your contact center, taking calls every single day. Employee engagement in the contact center isn’t just an HR metric […]
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Your contact center vendor just sent you this month’s metrics report. Call volume is up 15%, average handle time improved by 12 seconds, and customer satisfaction scores are holding steady at 4.2/5. Everything looks good on paper. So why does something feel… off? Maybe it’s the customer who called three times about the same issue, […]
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