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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You’ve got your game face on. You’re prepared for the future of customer service. And you’re ready for your outsourced customer service RFP to hit the road and bring you some stellar options for a new contact center partner. But are you asking the right questions about artificial intelligence? AI and customer care are growing […]
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You’ve heard it before: Stress is the outcome of reality not aligning with expectations. And nothing takes a toll on relationships quite as quickly as stress. When outsourcing customer support – whether for the first time or the fifth time – your company’s relationship with the contact center is understandably complex. You simply can’t rely […]
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If your company is preparing for the fiscal year, you likely have a stream of questions flowing through your mind: Are your goals for the fiscal year lining up with long-term priorities? Will your target budget support those goals? Will your customer experience be strengthened or hit a slump because of the programs in that […]
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Love them or hate them, transitions are inevitable in business as in life. When quality slips, costs climb, or business priorities misalign, moving forward with a new customer care provider may be key to your success. On the Blue Ocean blog, we talk a lot about sourcing the right strategic partner for your outsourced customer […]
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This blog post has consistently ranked as one of our most popular year after year. The insight about exceptional customer service and the customer experience is still rock solid, and so we decided to revisit the article entering 2025. When it comes to customer experience, there’s a lot of cross-over between the hospitality industry and […]
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With global growth expected to remain flat and underwhelming in 2025, it’s clear that caution is in the air. Consumers are spending as hesitantly as businesses. That means customer expectations are high, and only companies that meet them will gain loyal buyers and thrive in the coming years. As your business grows and scales to […]
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Too tired to read? Listen to the audio via our podcast here: One negative customer experience may seem like a drop in the ocean of all your shopper interactions, but it’s never that simple. Consider these statistics from a recent survey from CX expert Shep Hyken: After experiencing poor customer service: 79% would switch to […]
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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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If you have a business, you have customers – otherwise, you won’t stay in business very long. And if you have customers, they will inevitably need support. And that costs money. This leads some businesses to think of customer support as a necessary evil, something you’d rather not have to deal with but can’t avoid. […]
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