One of our most popular blog posts focuses on which contact center predictions from the past few years have come true in the world of outsourced customer service. In this post, we thought we’d take a look into the metaphorical crystal ball ourselves and try to identify some major shifts coming our way over the […]
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As experts in forecasting, we know call volume spikes are inevitable and not always predictable. From extreme weather to product recalls, there’s an infinite number of scenarios that will flood your contact center in an instant, resulting in increased average handle times, wait times, and customer frustration. To preserve customer loyalty and sustain healthy CSAT […]
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Let’s just be real here. The majority of us set New Year’s resolutions, knowing all along that we will more than likely quit just weeks, if not days, after January 1st. We do it year after year, and we watch the people around us do the same thing. So what is it about human nature […]
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So you made it through the contact center RFP process and your selection team made their final choice. Is the headache over? Can you finally hand over the metaphorical keys and let your new contact center outsourcer take the wheel? That would be nice, wouldn’t it? But we’ll be the first to admit that unfortunately it […]
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Before you head out of the office for the holidays to grab your mug of eggnog, we want to take a minute to reflect on some of the hottest talking points of the year in the contact center world. We’ve looked at the data and compiled our five most popular articles of 2015. 1. The […]
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You want a job that doesn’t suck. Your hard work should matter and your career growth shouldn’t be squashed. Is that too much to ask? Not long ago, Sue felt the same way. Fast food and retail jobs left her feeling in the dumps. But a tip from a friend helped break the cycle.
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We know what it’s like to be pulling your hair out over writing a call center RFP. When you’re under pressure and your time is stretched thin, it can seem like an insurmountable task. And yet, it’s vital to the health of your company to choose a contact center partner that is the right fit. […]
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Your job is soooo dull. You want meaningful challenges, but all you get is boredom by the truckload. You’re not sure what else to do, but your brain is screaming for something different. Not long ago, Amir felt the same way. His job was about as exciting as watching a tortoise cross an empty stadium. That is, […]
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Whether you’re running your own in-house call center or working closely with an outsourced contact center to manage the load, chances are your workforce management team and your HR teams have had the occasional struggle to understand one another. As the senior vice president of corporate services at Blue Ocean, both our workforce team and […]
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The world’s online footprint continues to expand at astonishing rates, leaving us with big shoes to fill when it comes to online customer service. This is especially true in the B2C sector, where, as Twitter recently published, tweets aimed at B2C organizations are growing at 50% per year, with more and more people turning to […]
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