Amy Bennet

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Oh, the Places You’ll Go: The 4 Contact Center Location Considerations

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

We talk a lot in this blog forum about partnership and who you should choose as an outsourced contact center partner, but where you choose to outsource to is almost as important an element in the procurement process. Consider this post your GPS guiding you to the best location for an outsourced center using four […]

 

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Before You Go to RFP, Get Friendly: A Guide to On-Site Contact Center Visits

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

Picture this: You’re in the RFP process for a new contact center partner. You have a short list of participants. You give them a couple of weeks to return their answers, and then you spend a few more weeks poring through those answers with your team to eliminate the deal-breakers and discern the winner. Finally, […]

 

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Building the Contact Center SOW: The Framework for Success

by Amy Bennet in Amy Bennet, 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 your company’s customer support – whether for the first time or the fifth time – the relationship is understandably complex. You simply can’t rely on an […]

 

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4 Essential Resources to Read Before You Craft Your Contact Center RFP

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

You’re no stranger to RFPs. Love them or hate them, the undeniable truth is that they’re crucial to making informed business decisions about future vendors and partners. The purpose of a contact center RFP is no different: it’s an essential process to use when choosing an outsourcer. However, the contact center RFP is unique and […]

 

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IVR Custom Integration for a Multinational Communications Corporation: A Case Study

by Amy Bennet in Amy Bennet, Blue Ocean News, Case Studies, Contact Center Outsourcing, Contact Center Technology

The Client This multinational communications, electronics and IT corporation has a health solutions arm delivering connected devices for which Blue Ocean provides both sales support and customer service support. The Challenge For both types of customer calls – sales and support – the client was using an IVR system which directed calls, by type, to […]

 

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New Year, New Contact Center RFP? 10 Mistakes to Avoid

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

If enhancing your customer experience is a strategic priority over the next 12 months, you might be looking at putting out a contact center RFP or RFI early in the new year. Because the partnership you have with a contact center is core to your customers’ journey with you, it’s a relationship that matters more […]

 

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