Blog

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The Wall is a Myth: Getting Closer to Your Customer Through Outsourcing

by Andrew O'Brien in Andrew O'Brien, Blog, Contact Center Outsourcing, Customer Retention, Customer Service Outsourcing

For brand-conscious organizations who have never outsourced before, there’s a common fear that putting your customer care in the hands of an outsourced partner effectively builds a wall between you and your customer. We get the reasoning – after all, your customers are your most important asset and anything that adds a layer between you […]

 

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What Happens to Customer Service When Unemployment Hits Historic Lows?

by Blue Ocean in Blog, Contact Center Outsourcing, Customer Service Outsourcing

A low unemployment rate is cause for celebration. It means people are working, paying taxes, and bringing home the bacon. That’s why most people see the current 3.6% US unemployment rate as fantastic news – it’s an astronomical improvement over the 10% unemployment rate after the 2008-09 Great Recession. But there’s a hitch for folks […]

 

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Before You Go to RFP, Get Friendly: A Guide to On-Site Contact Center Visits

by Blue Ocean in Blog, Contact Center Outsourcing, Contact Center RFP, Customer Service Outsourcing

Picture this: You’re in the RFP process for a new contact center partner. You have a short list of participants. You give them a couple of weeks to return their answers, and then you spend a few more weeks poring through those answers with your team to eliminate the deal-breakers and discern the winner. Finally, […]

 

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Up Where Expectations Soar: Customer Care in the Age of Entitlement

by Kim Campbell in Blog, Call Center Agents, Customer Experience, Customer Service Outsourcing, Kim Campbell

Admit it, you love it when you’re handed that Starbucks beverage with your name spelled neatly and correctly on the side. Maybe that’s where it all started: that innocent coffee cup with the green mermaid staring back at you. The trend of personalized customer experience has since transformed almost every industry as we know it. […]

 

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Blue Ocean Wins 2019 Silver Stevie® Award

by Blue Ocean News in Blog, Blue Ocean News, News

Blue Ocean, a world-leader in customer care solutions, was awarded a Silver Stevie Award® in the “Customer Service Team of the Year – Recovery Situation” category in the 13th annual Stevie Awards for Customer Service. This is Blue Ocean’s second Stevie Award. The company won a Bronze Stevie in the same category in 2017. The […]

 

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Empowering Your Team to Deliver Kick-Ass Customer Experience

by Kim Campbell in Agent Insights, Blog, Call Center Agents, Customer Service Outsourcing, Kim Campbell, Roadside Assistance

Quick, how many services or memberships do you subscribe to? One? Two? Twenty? You know your wallet is stuffed with membership cards (roadside assistance, your local gym, and Costco) and your front porch welcomes monthly subscription boxes (Blue Apron, Trunk Club, and Honest Essentials), while your go-to entertainment is no longer cable TV but subscription-based […]

 

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Which 2019 Consumer Trends Will Impact Your Customer Experience Strategy?

by Kim Campbell in Blog, Customer Service Outsourcing, Customer Service Trends, Kim Campbell

Let’s get real: once-transformative technologies that allowed businesses to respond to consumer needs with speed and agility no longer elicit the oohs and aahs they once did. While new technology continues to emerge, the digital transformation of recent years has conditioned consumers to expect ultra-responsive, technologically-powered customer service, but they want more than that. Below, […]

 

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