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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We’ve all been there as customers. You know that sinking feeling when you realize you’re about to fight with a chatbot for the next 20 minutes? You need a quick answer about your bill, so you open the company’s chat. Twenty clicks later, you’re still stuck in an endless loop of ‘I didn’t understand that’ […]
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BermudAir, the flagship airline connecting Bermuda to key North American destinations, has partnered with Blue Ocean Contact Centers to provide comprehensive customer care services as the airline continues its impressive growth trajectory. The partnership enables BermudAir to focus on its core aviation operations while ensuring exceptional customer service delivery across all touchpoints. The collaboration comes […]
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AI Can Handle Everything… Until It Can’t We’ve spent a lot of time thinking—and talking—about AI’s role in transforming the customer experience. From instant answers to always-on support, automation has opened the door to faster, smarter service. But what happens when AI can’t solve the problem? When a customer needs to escalate to a human, […]
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Let’s be honest—put your hand up if you grew up wanting to be a contact center agent. No? Nobody? We get it. Our industry has gotten a bad rap from some true horror stories, and the stigma sticks to all of us in some way or another. That’s why at Blue Ocean, we’re so dead-set […]
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Let me share a painful truth I’ve learned from years in the CX trenches: the best technology in the world is worthless if it’s implemented poorly. Companies often spend millions on cutting-edge solutions only to create digital monsters that frustrate agents and alienate customers. The hard reality? Your shiny new AI chatbot, your state-of-the-art CRM, […]
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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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Are you trying to figure out how to integrate AI into your customer support model? You’re not alone. According to recent studies, 60% of customer service leaders report feeling pressure to adopt AI in their function. But here’s the disconnect that should give every CX leader pause: 64% of customers would prefer that companies didn’t […]
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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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