Andrew O’Brien

Andrew O'BrienAndrew O’Brien CMRP, President and Chief Operating Officer

Andrew O’Brien is a results-driven strategic thinker. In his 15+ years with Blue Ocean, Andrew has been instrumental in creating strategic solutions that build loyalty and help drive revenue for clients with complex support requirements. Under Andrew’s watch, the operational culture of Blue Ocean is one of constant striving for even greater efficiency, for dynamic innovation, and for the continual pursuit of best-in-class performance.

As President and Chief Operating Officer, Andrew leads the Blue Ocean Contact Centers operations team. Core to his role is the continuous monitoring of financial performance and productivity, human resource planning, and quality assurance.

Andrew brings a solid operational background to leading the Blue Ocean team. He has previously been SVP Business Development and prior to this was responsible for all of the company’s contact centres as VP Operations.

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Thought Leadership Articles by Andrew

AI and Customer Care - The Future is Here

AI and Customer Care: The Future is Here

Siri, Alexa, and OK Google… these are the virtual interactions that Sci-Fi movies have portrayed ...

The Evolution of Self-Serve Customer Service

The Evolution of Self-Serve Customer Service

Ever have one of those days when you simply don’t want to talk to anyone? ...

5 Cost-Effective Reasons to Outsource Your Contact Center

5 Cost-Effective Reasons to Outsource Your Contact Center [Slideshare]

Your contact center goals are to achieve cost-effectiveness and efficiency while also delivering exceptional service ...

How to Choose the Best Outsourced Contact Center (For You)

There are an estimated 4000 to 5000 outsourced contact centers in North America.  Whittling down ...

Beyond KPIs and Metrics: 3 Critical Measurements in the Outsourced Call Center

In the outsourced call center world, we measure everything in terms of percentages: minutes and ...

6 Guidelines to Writing the Contact Center RFP

Trusting an outsourcing partner to interact firsthand with your customers goes beyond the typical transactional ...

Why the ‘Cookie Cutter’ Call Center Doesn’t Deliver High Quality Customer Experiences

There's something to be said about the consistent messages that are advertised by call center ...