Blog

The 5 Biggest Challenges Facing In-House Contact Centers. Is Outsourcing the Answer?

by Amy Bennet in Amy Bennet, Contact Center Outsourcing, Customer Service Outsourcing

  For many organizations, in-house customer care feels like the right choice. It keeps you close to your customers and ready to serve them with your comprehensive knowledge of your products or services. But doing it all in-house also comes with its pain points, and, if customer care is looked at internally as just a […]

 

Read More

The 3 Principles of Brand Loyalty in a Highly Disruptive World

by Kim Campbell in Customer Experience, Kim Campbell, Loyalty Program Management

Brand loyalty is a reflection of a customer’s commitment to a relationship with a given retailer or service provider. But, of course, the current era of disruption is changing everything about all our relationships. The way we interact with people and brands has changed—and consumer spending priorities have evolved just as fast.  Read on to […]

 

Read More

Diversity, Equity, and Belonging in Customer Experience: A Conversation with Sean Mohammed

by Blue Ocean News in Customer Experience

Our podcast team had the pleasure of sitting down with Sean Mohammed, Senior Manager of HR and leader of Blue Ocean’s Diversity, Equity, and Belonging Initiatives. With Pride Month in full swing around the world, this the perfect time to explore how companies in the customer experience industry are creating inclusive workplaces and fostering a […]

 

Read More

This Doesn’t Have to Keep You Up at Night: How to Seamlessly Transition Your Outsourced Customer Care Program

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

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 […]

 

Read More

A Comprehensive List of Resources for the Contact Center Sourcing Process

by Amy Bennet in Amy Bennet, Contact Center Outsourcing, Customer Service Outsourcing

  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 […]

 

Read More