Blog

The WFM Formula for Managing AI Escalations

by Sean Miller in Artificial Intelligence, Blog, Sean Miller

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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12 RFP Questions to Ask About AI in the Contact Center

by Kim Campbell in Artificial Intelligence, Blog, Contact Center RFP, Contact Center Technology, Customer Service Outsourcing, Kim Campbell

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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Self-Serve That Actually Serves: Designing AI Customer Support That Customers Love

by Abby Saranchuk in Artificial Intelligence, Blog, Customer Service Trends

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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Building the Contact Center SOW: The Framework for Success

by Blue Ocean in Blog, Contact Center Outsourcing, Contact Center RFP, Contact Center SOW, Customer Service Outsourcing

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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Switching Vendors? Here’s How to Seamlessly Transition Your Outsourced Customer Care Program

by Kim Campbell in Blog, Contact Center Outsourcing, Customer Service Outsourcing, Kim Campbell

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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