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51 New Contact Center RFP Questions

by Blue Ocean in Blog, Contact Center RFP

Choosing a contact center outsourcer is a huge investment. Which is, of course, why you’re willingly subjecting yourself to the time constraints and stress of writing an RFP. Need some insight? We’ve compiled a list of up-to-date contact center RFP questions to help you ensure you’re making the most informed decision. Below you’ll find six […]

 

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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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52 Contact Center RFP Questions to Ask Vendors

by Blue Ocean in Blog, Contact Center RFP

Are you in the middle of “contact center RFP season”? The RFP questions listed below provide you with a comprehensive guide on how you can structure the request and the actual questions you can add to your RFP. We segmented the questions into six key sections: Company Overview Agent Workforce Contact Center Reporting Project Management […]

 

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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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The 3 Principles of Brand Loyalty in a Highly Disruptive World

by Kim Campbell in Customer Experience, Kim Campbell, Loyalty Program Management

Brand loyalty is a reflection of a customer’s commitment to a relationship with a given retailer or service provider. But, of course, the current era of disruption is changing everything about all our relationships. The way we interact with people and brands has changed—and consumer spending priorities have evolved just as fast.  Read on to […]

 

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