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Redundancy: Preparing Customer Care for Crisis Situations

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 […]

Hitting the Brakes or Pedal to the Metal? Selecting an Outsourced Customer Care Partner When the World’s on Fire

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 couch. […]

What Now? How Will Contact Centers Navigate the Post-COVID World?

If one thing’s for certain in these most uncertain times, it’s that humans are resilient. There have been comparisons of the coronavirus pandemic to an earthquake, where the initial quake shakes us to the core, but the aftershocks continue to reshape the world for months and years to come. Even after the immediate threat is […]

True Blue Stories: Messages of Gratitude in the Midst of Crisis

As we navigate these uncharted and rough waters, we find ourselves continually grateful for our employees and their commitment to our clients and each other. When we made the decision a month ago to transition more than 90% of our workforce to a work-at-home environment, we knew that one of our biggest challenges would be […]

Current State of Affairs at Blue Ocean

Stating the obvious, the past few weeks have been a turbulent time for everyone the world over. In response to this crisis, the world of work has been rapidly evolving.  For our clients, our partners, our employees, and our followers here on this site, I want to share a short update about current state of […]

eBooks

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

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 […]

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

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 […]

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

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 […]

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

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 […]

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

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 […]

Infographics

The Cost of In-House vs Outsourced Contact Centers: An Infographic

Maybe you’re a math person and love nothing more than a hefty Excel document to dig into for a few hours. Or maybe math isn’t your strong suit and you’re just looking for hard numbers to tell you what you need to know. Either way, we’ve put together this handy infographic to help you compare […]

The 10 Most Important Contact Center RFP Questions [Infographic]

The RFP is the friend you love to hate. The necessary evil. The document that will make or break your decision of which new outsourcer to partner-up with. A generic vendor RFP template may promise to make things easy, but when you’re about to hand over your customer interactions to an outsourced contact center, generic […]

How to Turn Contact Center Workforce Management into Champions

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 […]

Celebrating 1 Year in Roadside Assistance Customer Service [Infographic]

We like to refer to Roadside Assistance Customer Service teams as the special forces of customer service being able to ramp up for unpredictable and extreme peaks in volume And boy-oh-boy did the past year deliver extreme swings in volume due to record weather events and various polar vortexes. When we tallied up the team’s results, we […]

9 Winning Strategies for Scheduling and Managing the Contact Center Workforce [Infographic]

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. […]