Contact Center Outsourcing

Creating a Custom Zendesk IVR Integration for a Multinational Communications Corporation: A Case Study

by Blue Ocean in Blue Ocean News, Case Studies, Contact Center Outsourcing, Contact Center Technology

By developing a custom Zendesk IVR integration for a global communications leader, Blue Ocean eliminated manual data entry, reducing average handle time by 53 seconds and boosting customer satisfaction ratings by 34%. This seamless connection between phone and ticketing systems demonstrates how strategic contact center technology can simultaneously improve operational efficiency and customer experience. The […]

 

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Achieving Transactional Process Improvement for a Multinational IT Corporation: A Case Study

by Blue Ocean in Blue Ocean News, Case Studies, Contact Center Outsourcing

When a global IT corporation sought to modernize their customer service operations, we transformed potential revenue loss into strategic advantage. Through smart automation and people-first business process optimization, Blue Ocean achieved $25,000 in quarterly savings while reducing manual processing time by 22 hours per month. The Client A Multinational IT & Networking Technology Corporation This […]

 

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Top 10 Things to Assess on Your Contact Center Vendor Site Visit

by Blue Ocean in Blog, Contact Center Outsourcing, Customer Service Outsourcing

  Choosing a strategic partner to deliver an outsourced customer care solution is a significant business decision – maybe one of the most significant decisions you’ll make in your career. You’ll task your team with running a tight procurement process to assess potential contact center partners. Undoubtedly, that will involve a number of stakeholders on […]

 

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The 5 Biggest Challenges Facing In-House Contact Centers. Is Outsourcing the Answer?

by Blue Ocean in Blog, Contact Center Outsourcing, Customer Service Outsourcing

  For many organizations, in-house customer care feels like the right choice. It keeps you close to your customers and ready to serve them with your comprehensive knowledge of your products or services. But doing it all in-house also comes with its pain points, and, if customer care is looked at internally as just a […]

 

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This Doesn’t Have to Keep You Up at Night: How to Seamlessly Transition Your Outsourced Customer Care Program

by Kim Campbell in Contact Center Outsourcing, Customer Service Outsourcing, Kim Campbell

Love them or hate them, in business, as in life, transitions are inevitable. On the Blue Ocean blog, we talk a lot about the process of sourcing a strategic partner for your outsourced customer care program. Usually, we focus on the buying cycle or key decision-making elements to consider, but the fact is, choosing your […]

 

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Why SaaS Leaders Should Outsource Their Customer Success Program

by Beth Bartlett in Beth Bartlett, Contact Center Outsourcing, Customer Service Outsourcing, SaaS

When we are talking to organizations in the sales cycle, we will often hear from SaaS companies that the customer success role is too complex, too critical, too deeply embedded in their internal operations to ever be outsourced. We are here today to say, with respect, they’re wrong. It’s kind of ironic because many (most?) […]

 

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