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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You’ve conducted your “experience audit” and walked miles in your customers’ metaphorical shoes. You’ve labored over reworking processes and playing diplomat to keep the management team in alignment on the customer experience strategy. You’ve trained your teams to deliver on the company’s “experience” vision. You’re measuring key metrics tied to the customer experience to keep […]
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Blue Ocean Contact Centers, a global leader in Outsourced Customer Service solutions, has been named the gold winner for the International Business of the Year by the Halifax Chamber of Commerce. The Halifax Chamber of Commerce is committed to a vision of building and strengthening the business community. Their annual Business Awards event presents an […]
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I know this is going to raise a few eyebrows – especially with Super Bowl XLIX right around the corner — but I firmly believe that managing a successful contact center is a lot like running a winning NFL franchise. I am not just referring to our shared obsession with metrics and statistics. What makes […]
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In mapping the customer journey, the contact center is unquestionably a critical customer touch point, essential to carrying the brand promise and delivering a positive customer experience, placing an emphasis on effective recruiting for your contact center. The challenge, of course, is in determining which characteristics best enable an agent to make that real human connection. […]
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