There’s a perception out there that all contract center jobs suck. Thankfully, our clients and job candidates both say we’re like no contact center they’ve ever seen. At Blue Ocean, we want to move beyond the idea that contract center workers are mindless drones chained to their desks, because our employees are anything but that. […]
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Thanks to emerging customer support channels like social media and live chat, as well as evolving technologies like speech recognition, there are more ways than ever for customers to initiate (and resolve) a service inquiry. And when they have options at their fingertips, customers are showing a growing preference for self-service options using automated IVRs, […]
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In today’s highly connected world, businesses everywhere are facing the reality that more and more consumers are turning to social media to voice their questions and concerns regarding a company’s services and products. So this raises the obvious questions: What exactly is the current state of social media customer support? Who should be responsible […]
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You’ve conducted your “experience audit” and walked miles in your customers’ metaphorical shoes. You’ve labored over reworking processes and playing diplomat to keep the management team in alignment on the customer experience strategy. You’ve trained your teams to deliver on the company’s “experience” vision. You’re measuring key metrics tied to the customer experience to keep […]
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Blue Ocean Contact Centers, a global leader in Outsourced Customer Service solutions, has been named the gold winner for the International Business of the Year by the Halifax Chamber of Commerce. The Halifax Chamber of Commerce is committed to a vision of building and strengthening the business community. Their annual Business Awards event presents an […]
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I know this is going to raise a few eyebrows – especially with Super Bowl XLIX right around the corner — but I firmly believe that managing a successful contact center is a lot like running a winning NFL franchise. I am not just referring to our shared obsession with metrics and statistics. What makes […]
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In mapping the customer journey, the contact center is unquestionably a critical customer touch point, essential to carrying the brand promise and delivering a positive customer experience, placing an emphasis on effective recruiting for your contact center. The challenge, of course, is in determining which characteristics best enable an agent to make that real human connection. […]
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The National Retail Foundation is forecasting that Americans will spend $600 billion this holiday season. This annual mad rush to prepare the contact center for the holiday season inevitably presents a challenge for contact centers nationwide. Massive spikes in demand mean massive potential for interruption to customer service operations. Unquestionably, holiday madness can also impact […]
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Everyone believes that improving customer experience (CX) is good for business. And brands like Apple, Nordstroms, Starbucks, and Trader Joe’s attribute their phenomenal success to providing consistently superior customer experiences. But evidence that customer service is worth investing in goes beyond anecdotes and marketing copy. There is solid research from many fronts that supports the […]
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What’s the big deal about Big Data? It’s a topic on every industry conference and it’s a theme that seems to be streaming endlessly through our collective Twitter feeds – and yet there are so many different opinions about what Big Data actually is and how it should be leveraged. We put together this primer […]
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