Amy Bennet

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Hitting the Brakes or Pedal to the Metal? Selecting an Outsourced Customer Care Partner Mid-Pandemic

by Amy Bennet in Amy Bennet, Contact Center Outsourcing, Customer Service Outsourcing

It’s late February, 2020. Place: Your office. Situation: You’re tasked with choosing a new outsourced partner for your organization’s customer care program. You have nine months to run a procurement process and get the program launched, and you’re ready to get your hands dirty.   Three months later – May, 2020. Place: Your living room […]

 

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RFP Resources for Procuring an Outsourced Customer Care Solution

by Amy Bennet in Amy Bennet, Contact Center Outsourcing, Contact Center RFP, Customer Service Outsourcing

Choosing an outsourced customer care partner might just be one of the most complex procurement scenarios out there. After all, this is a partner who will hold your brand and reputation in their hands, interfacing with your loyal (and often concerned) customers day in and day out. No boilerplate RFP document will do the job. […]

 

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How to Determine Cultural Alignment in Your Outsourced Contact Center

by Amy Bennet in Amy Bennet, Contact Center Outsourcing, Customer Service Outsourcing, Customer Service Trends

We talk a lot about the need to align your corporate culture with your outsourcer’s, but we know it’s a lot easier to say than it is to do – after all, it’s not a particularly quantifiable element. And it’s not totally subjective, either. In the same way that there are specific personality types – […]

 

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Blue Ocean’s Most Popular Customer Service Blogs of 2019

by Amy Bennet in Amy Bennet, Contact Center Outsourcing, Customer Service Outsourcing, Customer Service Trends

We’re inching closer to not only the beginning of a new year, but also a new decade! Can you believe it? It’s undeniably a time of reflection. In 2019, Blue Ocean launched a brand-new website to better serve our web visitors with a more engaging, intuitive experience (we hope you’re enjoying it!) We also published […]

 

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The Cost of In-House vs Outsourced Contact Centers: An Infographic

by Amy Bennet in Amy Bennet, Contact Center Outsourcing, Contact Center RFP, Customer Service Outsourcing, Infographic

Maybe you’re a math person and love nothing more than a hefty Excel document to dig into for a few hours. Or maybe math isn’t your strong suit and you’re just looking for hard numbers to tell you what you need to know. Either way, we’ve put together this handy infographic to help you compare […]

 

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Overcoming the Expense of Customer Service in Major Urban Centers

by Amy Bennet in Amy Bennet, Contact Center Outsourcing, Customer Service Outsourcing

Cost Factors in Major Urban Centers  In the past 18 months, we have seen more and more interest from companies looking for alternatives to operating customer care centers in or close to their headquarters in major urban centers like Toronto, Vancouver, New York, and San Francisco. Economists have several arguments as to why different cities […]

 

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The 10 Most Important Contact Center RFP Questions [Infographic]

by Amy Bennet in Amy Bennet, Contact Center Outsourcing, Contact Center RFP, Customer Service Outsourcing, Infographic

The RFP is the friend you love to hate. The necessary evil. The document that will make or break your decision of which new outsourcer to partner-up with. A generic vendor RFP template may promise to make things easy, but when you’re about to hand over your customer interactions to an outsourced contact center, generic […]

 

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

by Amy Bennet in Amy Bennet, 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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10 Reasons to Locate Your Contact Center in the Friendly North

by Amy Bennet in Amy Bennet, Contact Center Outsourcing, Customer Service Outsourcing, Nearshore Contact Center

Looking for an onshore contact center partner? One that can wow your customers while simultaneously delivering an unparalleled ROI? Your answer may just lie to the friendly north. Yes, we’re probably a little biased, but the proof is right here – check out our top 10 reasons to outsource your contact center to Canada. 1. […]

 

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