Running a successful strategic sourcing process for high value services like outsourced customer service is a complex undertaking. The process extends from building and running an RFP competition, through delicate negotiations, and right down to crafting the service level agreement. The senior strategic sourcing professional must be an expert in not only his or her […]
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The Client A young, dynamic company founded seven years ago and headquartered in Canada’s “Silicon Valley,” our client is a tech company established with the goal of disrupting the mobility sector. Their business model was founded on the cell phone industry equivalent of a unicorn: a customer-centric offering that puts affordability and flexibility at the […]
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Some of our most popular blog posts are the ones that help potential clients navigate their way through the procurement process for contact center services – especially content that looks at what questions to ask potential vendors. The first quarter of the calendar year is typically a busy time in the world of contact center […]
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About five years ago, we entered a discussion with a prospective client. They had been outsourcing their customer service to a call center with a predominantly “work-at-home” (WAH) model and one of the first questions they asked us was about work-at-home agents. They’d had a bad experience with that model and were keen to move […]
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Canadian Contact Center Recognized Alongside Top International Sales and Customer Service Organizations at Las Vegas Award Ceremony Blue Ocean Contact Centers, an outsourced Canadian contact center providing high quality solutions for complex customer care requirements, won the Bronze Stevie® Award in the Customer Service Team of the Year – Recovery Situation category at the 11th […]
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Too tired to read? Listen to the audio via our podcast here: One of the fundamental questions that gets asked in the call center services procurement process is: will we have a dedicated team of agents or will they be shared? It’s a great question and seems pretty straightforward, right? A dedicated team is always […]
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What makes a great contact center agent isn’t as easy to define as you might expect. Yes, they need to be great communicators and they need to have the chops to be able to navigate call center systems and software with unconscious competence, but the best skills and personality traits differ from agent to agent, […]
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We already know most people hate calling tech support and even in basic customer service scenarios, consumers prefer to use self-serve options over contacting a customer service agent directly. Regular readers of our blog know we frequently explore the factors that influence these choices and the overall customer experience and there’s no question agent empathy […]
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Contact center agents are often the unsung heroes of customer satisfaction which makes it especially satisfying when the work of our contact center agents is recognized for excellence. On January 20, 2017 Blue Ocean Contact Centers was announced by the Stevie Awards for Sales & Customer Service as one of the five finalists for their […]
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It may seem outrageous to those in the customer service business, but the answer is most definitely “no.” Nowhere in the call center industry is this more evident than in insurance claims support scenarios. The need for insurance of some description is one of those morbidly certain things in life like death and taxes. Unfortunately, […]
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