Contact Center Outsourcing

Top 10 Things to Assess on Your Contact Center Vendor Site Visit

by Blue Ocean in Blog, Contact Center Outsourcing, Customer Service Outsourcing

  Choosing a strategic partner to deliver an outsourced customer care solution is a significant business decision – maybe one of the most significant decisions you’ll make in your career. You’ll task your team with running a tight procurement process to assess potential contact center partners. Undoubtedly, that will involve a number of stakeholders on […]

 

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The 5 Biggest Challenges Facing In-House Contact Centers. Is Outsourcing the Answer?

by Blue Ocean in Blog, Contact Center Outsourcing, Customer Service Outsourcing

  For many organizations, in-house customer care feels like the right choice. It keeps you close to your customers and ready to serve them with your comprehensive knowledge of your products or services. But doing it all in-house also comes with its pain points, and, if customer care is looked at internally as just a […]

 

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This Doesn’t Have to Keep You Up at Night: How to Seamlessly Transition Your Outsourced Customer Care Program

by Kim Campbell in Contact Center Outsourcing, Customer Service Outsourcing, Kim Campbell

Love them or hate them, in business, as in life, transitions are inevitable. On the Blue Ocean blog, we talk a lot about the process of sourcing a strategic partner for your outsourced customer care program. Usually, we focus on the buying cycle or key decision-making elements to consider, but the fact is, choosing your […]

 

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Why SaaS Leaders Should Outsource Their Customer Success Program

by Beth Bartlett in Beth Bartlett, Contact Center Outsourcing, Customer Service Outsourcing, SaaS

When we are talking to organizations in the sales cycle, we will often hear from SaaS companies that the customer success role is too complex, too critical, too deeply embedded in their internal operations to ever be outsourced. We are here today to say, with respect, they’re wrong. It’s kind of ironic because many (most?) […]

 

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What’s the True Cost of Your In-House Contact Center? (And How Does It Compare to Outsourcing?)

by Blue Ocean in Blog, Contact Center Outsourcing, Customer Service Outsourcing

  Too tired to read? Listen to the audio via our podcast here: It’s a question we get asked a lot, and it’s one of the hardest ones to answer because it’s rare and challenging to determine a true apples-to-apples comparison, especially when there are intangible impacts like damage to brand when things go sideways. […]

 

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ESG and the RFP: How to Assess Your Outsourcer’s ESG Efforts

by Blue Ocean in Blog, Contact Center Outsourcing, Contact Center RFP, Customer Service Outsourcing

The first mainstream mention of ESG as a concept came from the United Nations in 2004 in their report titled “Who Cares Wins.” The report urged stakeholders to consider environmental, social, and governance factors in their financial processes and investments. Simultaneously, worldwide attention on issues of sustainability and diversity began to take off and haven’t […]

 

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