It’s the middle of summer – time for vacations, barbeques and trips to the beach. But it’s also the perfect time to start contact center budgeting and planning 2015. I’m sure you’ve heard the old saying, “Don’t wait until you’re thirsty to start digging the well.” This is especially true when it comes to your […]
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If you have a business, you have customers – otherwise, you won’t stay in business very long. And if you have customers, they will inevitably need support. And that costs money. This leads some businesses to think of customer support as a necessary evil, something you’d rather not have to deal with, but can’t avoid. […]
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Going across the border might not be the first place you think of when considering to outsource outside of the United States. With tens of thousands of call center outsourcers worldwide, the decision to go to with a nearshore contact center in Canada is not one of simple supply and demand. Another common misnomer is […]
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What’s driving your Contact Center RFP timeline? Is your current outsourcing contract expiring soon? Are you switching vendors? Have you reached maximum capacity with an in-house solution? As you prepare to launch an RFP process to find the right partner for your customer care program, understanding the vendor side of the process can help you […]
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We’ve updated this list! Find our 70 Updated Customer Care RFP Questions here. Are you in the middle of “contact center RFP season”? The 52 RFP questions listed below provide you with a comprehensive guide on how you can structure the RFP and the actual questions you can add to your RFP. We segmented […]
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Blue Ocean was awarded two gold awards at an international event for Best Use of Social Media in the Contact Center as well as Best Green Contact Center. We put together this infographic to share some of the steps we took to increase our efficiency and reduce waste in our ongoing commitment to good environmental […]
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In the ground transportation reservations business, accuracy is critical. Any small error could result in a customer being stranded in transit or missing flights. For our executive ground transportation client, we have an SLA requirement to meet certain measures on incident rates attributed to Blue Ocean as a percentage of cases. While we were operating […]
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Outsourcing your call center is a long-term decision and solution driven by changing business needs. As the business evolves, the call center aches from playing catch up to the growth – handling more customers, more products, and more processes. Often that changing dynamic creates pressure which can be relieved by partnering with a call center […]
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In the process of selecting the best outsourced contact center vendor to handle your customer support, and when you have your top contenders identified, it will be time to throw some hardball questions at them. In our two previous posts, we offered up guidelines for writing the contact center RFP and what subtle signs to […]
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Finding the best contact center to handle your outsourced customer care is a multidimensional process. In our last blog post, we offered up tips for streamlining the contact center RFP writing process. In this post, we look at some of the soft factors that can affect your decision-making process post-RFP. When it gets down to […]
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