AI Can Handle Everything… Until It Can’t We’ve spent a lot of time thinking—and talking—about AI’s role in transforming the customer experience. From instant answers to always-on support, automation has opened the door to faster, smarter service. But what happens when AI can’t solve the problem? When a customer needs to escalate to a human, […]
Read More
If you’ve been a reader of Blue Ocean’s blog for any length of time, you probably know we love sports and particularly baseball. The common thread between what workforce management experts and what the manager of a pro sports team might do when the game is on the line is pretty obvious once you think […]
Read More
Call volume forecasts are inarguably an essential tool in the successful delivery of customer care excellence. Your program’s forecast is the map that tells you where to go based on where you’ve been. Without it, you’re lost at sea. With it, you’re one significant step closer to delivering an exceptional customer experience. But customer […]
Read More
When you think of a call center, the last thing you’d associate it with is baseball. But for those of us who work in contact center workforce management (WFM), the connections are obvious. You might ask, what do baseball and WFM have in common? In short, it’s statistics. Predictive pattern analysis is essential to managing […]
Read More
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. […]
Read More
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 […]
Read More