Resource Center

The concept of ESG has had its place in the business world for a couple of decades, but it is only recently that it has become mainstream. One of the more complex aspects of upholding the standards a company values is ensuring its vendors are similarly committed. This holds especially true in the world of […]

Blue Ocean, a world-leader in customer care solutions, was awarded a Silver Stevie® Award in the “Contact Center Outsourcing Provider of the Year” category at the 18th annual Stevie Awards for Sales & Customer Service. This is Blue Ocean’s fourth Stevie Award. The company received a Bronze Stevie in 2017, a Silver Stevie in 2019, […]

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 […]

  Your organization is ready to find a new contact center outsourcer. What’s your next step? We’ve compiled a list of the most helpful outsourcing resources, in order from discovery to launch. We’re here to help! Read on!   Is It Time to Outsource? 5 Questions to Ask Yourself Maybe your organization is so early […]

Blue Ocean, a world leader in customer care solutions, was named a Finalist today in the “Contact Center Outsourcing Provider of the Year” category in the 18th annual Stevie® Awards for Sales & Customer Service. Blue Ocean will ultimately be awarded a Gold, Silver, or Bronze Stevie Award during a gala banquet on Friday, April […]

The RFP is the slog you need that 3rd cup of coffee to get through—especially when it’s an RFP for outsourced customer care. After all, we’re talking about a complex, customer-facing solution that needs to align seamlessly with your brand. In our experience, technology, attrition, and business continuity are the hot three areas of any […]

  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 […]

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 […]

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 […]

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 […]

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 […]

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 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 […]

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 […]

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 […]