To outside eyes, hiring customer service agents might seem like a straightforward order: hire people who are good at customer service… In fact, careful, nuanced hiring is the foundation of any successful customer support program. If you are engaged with an outsourced contact center partner, you want to have confidence that they are hiring the […]
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In the contact center industry, workforce management is both an art and a science – kind of like baseball. Statistics matter and so does the human ability to “read the play.” Collaboration between client and outsourcer (like an owner and team manager in Major League Baseball) is key to setting your team up for success. […]
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Too tired to read? Listen to the audio via our podcast here: “There will always be people who are ahead of the curve, and people who are behind the curve. But knowledge moves the curve.” – Bill James, Author, Statistician, Senior Advisor on Baseball Operations – Boston Red Sox What do baseball and call […]
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“My goal is that our reporting is concise, honest, accurate, and actionable.” – Reporting Coordinator, Blue Ocean Contact Centers Many company leaders share that same goal. However, aligning your contact center reporting strategy to your goals is no simple stroll in the park. It starts by questioning everything. Is the data valuable? Is the data […]
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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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When you’ve been in the business as long as we have the numbers start to add up. As we head into our 20th anniversary in 2014, we had a ton of fun putting together this infographic on The Numbers Behind Blue Ocean!
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If you’re a growing company, it’s likely that at some point you will consider the strategic decision to partner with a customer service outsourcer. This process often begins with some informal conversations and then the more formal call center RFP process. Whether you’ve already chosen your customer service outsourcing partner or are in the process […]
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Good ‘ol fashioned customer feedback. Whether you run an in-house call center or outsource your call center to a trusted partner, agents are the key to harnessing customer feedback. They are privy to the good stuff – all of your customers’ unfiltered compliments, grievances, praise, product blessings, survey replies, and much, much more. In our […]
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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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Experts in the contact center space often discuss the topic of empowering call center agents, but rarely is it looked at through the lens of the agents themselves. So, we decided to do just that. In this post, we highlight three keys to empowering agents that set the stage to delight customers and keep agents […]
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