Experts in the contact center space often discuss the topic of empowering call center agents, but rarely is it looked at through the lens of the agents themselves. So, we decided to do just that. In this post, we highlight three keys to empowering agents that set the stage to delight customers and keep agents […]
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It’s no secret that more and more customers are choosing to bypass the telephone channel to begin a customer service interaction with a brand. It’s a fact of “customer service life” that companies can’t ignore anymore. This blog post takes a look at integrating emerging channels into your existing contact center technology mix. (Warning: We’re […]
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When organizations look at social media as a communication channel with outbound elements (engagement related to brand building, marketing, and PR) and inbound elements (customer-generated support requests, information requests, and service issues), it is clear that your customer care team has a role to play in managing the channel. Can you leverage your outsourced call […]
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In the ground transportation reservations business, accuracy is critical. Any small error could result in a customer being stranded in transit or missing flights. For our executive ground transportation client, we have an SLA requirement to meet certain measures on incident rates attributed to Blue Ocean as a percentage of cases. While we were operating […]
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Blue Ocean was presented with two gold awards at ContactCenterWorld’s Top Ranking Performers of the Americas 2013 in Orlando, Florida. ContactCenterWorld is the global association for contact center best practices. The organization provides world-class research, conferences, awards, and information on best practices in the contact center world. Blue Ocean was recognized for Best Use of Social […]
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There are an estimated 4000 to 5000 outsourced contact centers in North America. Whittling down the list to a few potential partners that are the right outsourced contact center fit for your brand can be perplexing and frustrating if you’re unsure what you’re looking for. Of course, at a minimum you need to find a […]
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Outsourcing your call center is a long-term decision and solution driven by changing business needs. As the business evolves, the call center aches from playing catch up to the growth – handling more customers, more products, and more processes. Often that changing dynamic creates pressure which can be relieved by partnering with a call center […]
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When the success of your business is on the line, the stress can become overbearing. In fact, one of our clients spent many sleepless nights toiling over a big decision before he came to us: should he outsource his contact center to another organization or handle it all alone. Here’s the story of how that […]
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This team books rides in 450 cities worldwide for a client’s customer base that includes 80% of Fortune 100 companies.
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With contact centers spread around the globe, it’s inevitable that there will be unexpected external forces, from hurricanes to city strikes, which will impact call center operations. Yet, commerce must go on – deliveries are en route, orders hang in the midst, and customers affected by natural disasters require unique support. While there is nothing […]
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