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The Ultimate Headache-Free Contact Center RFP Template

  “I love building RFPs!” Said no one ever. We get it. When you’re evaluating new outsourcers for your contact center, you know that a boilerplate RFP isn’t going to cut it. But writing a new RFP is a headache. That’s why, at Blue Ocean, we’ve never been shy about sharing what we believe are […]

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

  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 […]

Setting the Scene for a Successful Outsourced Implementation

Picture yourself on the other side of the arduous RFP process (woohoo!) with your chosen contact center outsourcer on your side. Now, you can take a deep breath and get down to the serious business of implementing your program. The launch of a program with any new partner is always a tenuous and strenuous time […]

Contact Center Technology in Your RFP: You’re Asking the Wrong Question

Just a few short years ago (say, 2014 or 2015) when it came to technology, outsourcers were happily touting the cost benefits of their telephony platforms and on-prem systems, showing prospective clients how, instead of having to invest in and maintain their own IT infrastructure, it was a real value add to the client to […]

Blue Ocean Is Diving into the Deep Waters of Podcasting!

If you know me or any of my stellar Blue Ocean colleagues personally, you know we can talk for days about customer experience. And why wouldn’t we be excited to chat? We hold the keys to CX, one of the biggest differentiators brands have at their disposal today. As champions of the call center, it’s […]

eBooks

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

  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 […]

Customer Care Outsourcing Amidst Uncertainty: A Pandemic Resource [eBook]

When the world turned upside down in February and March of 2020, no one could have guessed what was ahead. Many of us hit the pause button with the assumption things would return to normal soon. Soon never happened, and so we are left with the question of when and how to get back to […]

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 […]

Infographics

It’s 2021. Are You Going to RFP for Your Contact Center This Year?

After a year flirting with the ever-present “pause” button, we’re seeing many more businesses hit the gas on their customer care program—in particular, seeking out the right outsourced partner. Sound like a familiar scenario? If so, the RFP is about to become the friend you love to hate. It’s a necessity—but it doesn’t have to […]

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 […]