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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Halifax, Nova Scotia, April 30, 2015 – IMP Group Limited (IMP) of Halifax, Nova Scotia, has acquired Blue Ocean Contact Centers. Blue Ocean employs more than 600 employees and is headquartered in Halifax, Nova Scotia. It provides customer service solutions for world-class companies who are leaders in technology, travel, retail, grocery, wellness, tourism and automotive […]
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The Client In the online grocery industry, inbound complaints posted in social media have been typically either ignored, or the social media marketing department directed the customer to choose a different channel to access support. Our client has built success on the brand promise “our food is fresh”. Our customers are spoiled. We wanted to […]
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There’s a perception out there that all contract center jobs suck. Thankfully, our clients and job candidates both say we’re like no contact center they’ve ever seen. At Blue Ocean, we want to move beyond the idea that contract center workers are mindless drones chained to their desks, because our employees are anything but that. […]
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Thanks to emerging customer support channels like social media and live chat, as well as evolving technologies like speech recognition, there are more ways than ever for customers to initiate (and resolve) a service inquiry. And when they have options at their fingertips, customers are showing a growing preference for self-service options using automated IVRs, […]
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In today’s highly connected world, businesses everywhere are facing the reality that more and more consumers are turning to social media to voice their questions and concerns regarding a company’s services and products. So this raises the obvious questions: What exactly is the current state of social media customer support? Who should be responsible […]
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