Whether you’re running your own in-house call center or working closely with an outsourced contact center to manage the load, chances are your workforce management team and your HR teams have had the occasional struggle to understand one another. As the senior vice president of corporate services at Blue Ocean, both our workforce team and […]
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The world’s online footprint continues to expand at astonishing rates, leaving us with big shoes to fill when it comes to online customer service. This is especially true in the B2C sector, where, as Twitter recently published, tweets aimed at B2C organizations are growing at 50% per year, with more and more people turning to […]
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We often see a question in contact center RFPs asking bidders what awards or recognition they have received. It’s a great question, but perhaps not for the reasons you might think. Let’s assess the value of asking about awards when you’re searching for a call center partner. On the surface, this question might just seem […]
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These days, just about everybody has a customer loyalty program. It’s become a vital touchpoint in the customer journey and for good reason: by some estimations the 12% to 15% of your customers who are loyal fans of your brand will make up 55% to 70% of your actual sales. By that logic, increasing the […]
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With 24/7/365 operations supporting dozens of national and international brands who are leaders in their industries, our 450+ agents collectively handle millions of contacts a year. Each successful resolution always brings about a satisfying sense of accomplishment. But every once in a while, people in our line of work get the opportunity to deliver a […]
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Remember those sandcastles you built as a kid? Constructing sandy towers and driftwood drawbridges was a blast. That is, until a powerful, unexpected wave swept the beach and water flooded that little kingdom. Only those prepared with a deep and expansive moat remained safe. For everyone else, all of that hard work would be undone. […]
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Nothing worthwhile comes cheap. If you’ve ever purchased no-name appliances or cheap, mass-produced electronics, you’ve probably learned that lesson firsthand. The same rule applies to your contact center partner. Hosting an in-house contact center compared to an outsourced contact center represents a strategic investment. There is no denying that outsourcing makes great economic sense in […]
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Ever try to predict the outcome of anything? It’s no easy feat. Sci-fi author Arthur C. Clarke said predictions about the future can be a “discouraging, hazardous occupation.” Either you sound believable, but are proved pitifully shortsighted or you sound loony, and are proven right too late. For prediction-makers, it’s often lose-lose. But we’ve been […]
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Don’t we all wish that customers came with a lifetime guarantee? They’d make their first purchase and be irrevocably smitten for life? In that perfect world, customer retention would be at 100% and customer turnover would be zero. Since that’s not the world we live in, customers need to experience prompt and dedicated attention at […]
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Too tired to read? Listen to the audio via our podcast here: If you’re already managing an in-house call center, you know that navigating the natural peaks and valleys of call volume presents a complex challenge when calculating call center costs. You know that the ratios and formulas are multifaceted, which can make a […]
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