Blog

Page 16

5 Insights About Sourcing and Developing Strategic Partnerships

by Blue Ocean in Blog, Customer Service Outsourcing

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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Improving Customer Access to Tech Support: A Case Study

by Blue Ocean News in Case Studies

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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What’s the State of Work-at-Home in Customer Care in 2017?

by Kim Campbell in Blog, Contact Center Coaching, Contact Center Outsourcing, Kim Campbell

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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Blue Ocean Contact Centers Wins Bronze Stevie® Award in 11th Annual Stevie Awards for Sales & Customer Service

by Blue Ocean News in Blog, Blue Ocean News, Contact Center Awards

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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Can You Train Contact Center Agents in Empathy?

by Susan Preiss in Blog, Contact Center Coaching, Susan Preiss

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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Is the Customer Really Always Right?

by Kim Campbell in Blog, Contact Center Coaching, Kim Campbell

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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