Contact Center Outsourcing

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From RFP to Go-Live: A Roadmap for Implementing Your Outsourced Customer Care Program

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

  That RFP process is a grind, eh? The peak experience is when you finally get to call your new strategic partner and let them know they are the successful bidder. After that, it would be nice to take a breather. But you’re ready to implement and transition into your new outsourced customer care program […]

 

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Crisis Reveals Character: Launching an Outsourced Customer Care Program in a Pandemic

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

  The pandemic has put a thousand things on hold. From your kid’s first day of school to your epic summer travel plans to your favorite team’s season tickets. And, of course, your company’s plan to launch a new outsourced customer care program. We get it – the thought of signing on with a new […]

 

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Rethinking the Outsourcer Selection Process in the New Normal

by Kim Campbell in Contact Center Outsourcing, Contact Center RFP, Kim Campbell

  Over the years, we’ve written many articles singing the praises of on-site visits with potential customer care outsourcers. We firmly believe that shaking hands with leadership and frontline agents, seeing capabilities in action, and experiencing the corporate culture first-hand are the intangible, immeasurable, yet essential final steps in evaluating and comparing potential partners. Do […]

 

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Redundancy: Preparing Customer Care for Crisis Situations

by Andrew O'Brien in Contact Center Outsourcing, Contact Center RFP, Customer Service Outsourcing

Redundancy. Business Continuity. Those are major check boxes in every RFP we’ve ever responded to. Boxes to be checked on both sides of the equation – the buyer asked: “What’s your plan in case of disaster?” The bidders answered: “Here’s our plan in case of disaster….” Well, as the saying goes, humans plan and the […]

 

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Hitting the Brakes or Pedal to the Metal? Selecting an Outsourced Customer Care Partner Mid-Pandemic

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

It’s late February, 2020. Place: Your office. Situation: You’re tasked with choosing a new outsourced partner for your organization’s customer care program. You have nine months to run a procurement process and get the program launched, and you’re ready to get your hands dirty.   Three months later – May, 2020. Place: Your living room […]

 

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RFP Resources for Procuring an Outsourced Customer Care Solution

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

Choosing an outsourced customer care partner might just be one of the most complex procurement scenarios out there. After all, this is a partner who will hold your brand and reputation in their hands, interfacing with your loyal (and often concerned) customers day in and day out. No boilerplate RFP document will do the job. […]

 

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How to Determine Cultural Alignment in Your Outsourced Contact Center

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

We talk a lot about the need to align your corporate culture with your outsourcer’s, but we know it’s a lot easier to say than it is to do – after all, it’s not a particularly quantifiable element. And it’s not totally subjective, either. In the same way that there are specific personality types – […]

 

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Unraveling the Tangled Vines of Omnichannel Customer Care

by Susan Preiss in Contact Center Outsourcing, Customer Service Outsourcing, Omnichannel Customer Service, Susan Preiss

Competitive pressures, customer expectations, and emerging technologies are some of the key factors pushing leaders to elevate and evolve their customer service approach. We often talk about omnichannel as the ultimate goal for any and every customer service solution. But there’s a lot to unpack when it comes to creating and sustaining an effective, elegant […]

 

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Blue Ocean’s Most Popular Customer Service Blogs of 2019

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

We’re inching closer to not only the beginning of a new year, but also a new decade! Can you believe it? It’s undeniably a time of reflection. In 2019, Blue Ocean launched a brand-new website to better serve our web visitors with a more engaging, intuitive experience (we hope you’re enjoying it!) We also published […]

 

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PCI Compliance in an Outsourced Customer Care Program: What Do You Need to Know?

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

There’s no doubt that today’s businesses – from SMB to global mega-brands – take data security and data protection very, very seriously. With the ever-increasing rigor around PCI DSS compliance, not to mention the proliferation of legislated protections like GDRP, the landscape is changing quickly and for the better. As a result, for most companies, […]

 

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