eBook

You’re Asking the Wrong Questions: A Better Way to RFP for Outsourced Customer Care [eBook]

by Amy Bennet in Amy Bennet, Contact Center RFP, Customer Care, eBook

The RFP is the slog you need that 3rd cup of coffee to get through—especially when it’s an RFP for outsourced customer care. After all, we’re talking about a complex, customer-facing solution that needs to align seamlessly with your brand. In our experience, technology, attrition, and business continuity are the hot three areas of any […]

 

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Your Guide to the Post-Pandemic Contact Center Is Here!

by Blue Ocean News in eBook

  Have you ever stopped and thought to yourself: “How will contact centers navigate the post-COVID world?” It’s a question we contemplate often here at Blue Ocean, and we’re glad to say we didn’t stop there. After much thought, deliberation, and research, we’ve come up with the quintessential guide for your post-pandemic contact center. And […]

 

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Is a Strategic Contact Center Partnership Even Possible? [eBook]

by Amy Bennet in Contact Center Outsourcing, Customer Service Outsourcing, eBook, Mike Hasler, Strategic Partnership

Your company is quick to outsource a handful of operational functions without a second thought – think: maintenance and cleaning crews, office supplies and equipment, and coffee and catering, among many others. But the people you hire to take care of those things aren’t really “partners” in the full sense of the word. They’re not […]

 

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What Your Outsourcer Should Tell You About Managing Contact Center Agents: A Client’s Guide

by Kim Campbell in Call Center Agents, Call Center WFM, Contact Center Coaching, Contact Center Outsourcing, Customer Service Outsourcing, eBook, Kim Campbell

Trusting an outsourced contact center with your brand takes more than a well-crafted RFP. Putting your customer service in the hands of unknown agents requires a thorough understanding of what goes on behind the scenes. More than just hiring and training them, you need to know how your outsourced partner is managing contact center agents […]

 

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What Your Outsourcer Should Tell You About Training Contact Center Agents: A Client’s Guide

by Patty Isnor in Agent Recruiting, Call Center Agents, Contact Center Coaching, Contact Center Outsourcing, eBook, Patty Isnor

You already know that the quality of your customer service depends heavily upon the quality of your customer service agents. But it’s easy to imagine that you can solve that problem by building a robust agent profile and a strong hiring strategy. Spoiler alert: It’s not that easy. When you’re outsourcing your contact center, the […]

 

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What Your Outsourcer Should Tell You About Hiring Contact Center Agents: A Client’s Guide

by Patty Isnor in Agent Recruiting, Call Center Agents, Contact Center Outsourcing, eBook, Patty Isnor

Are you exploring outsourcing for the first time? Or perhaps you’re looking for a better alternative to your current contact center vendor? Either way, the idea of trusting someone else to take care of your customers can be overwhelming. You’ve worked hard to build your brand and establish customer loyalty. Can an outsourced contact center […]

 

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[eBook] The End-to-End Contact Center Solutions Buyer’s Guide

by Amy Bennet in Amy Bennet, Contact Center Outsourcing, eBook

If you’ve landed on our website, chances are you’re somewhere in the buying cycle for contact center services. We published this eBook for you –  The End-to-End Contact Center Solutions Buyer’s Guide. From customer service support and roadside assistance to tech support and more, we’ve built the expertise you need when you’re considering outsourcing your […]

 

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