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Does Your Outsourced Customer Care Partner’s Location Matter Any More?

by Amy Bennet in Amy Bennet, Contact Center Outsourcing, Customer Service Outsourcing

The current climate of customer service demands flexibility and adaptability. To put it mildly, we’re living through one of the weirdest periods in modern history. Entire industries have been unceremoniously ushered into remote working conditions they never planned for, and a palpable pandemic-fueled FOMO has led to “The Great Resignation.”  Everywhere you look these days, […]

 

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What You Need to Know About Contact Center BCP When Outsourcing

by Abby Saranchuk in Abby Saranchuk, Business Continuity Plans, Customer Experience, Customer Service Trends

In the current landscape of customer service, brands must put themselves in the shoes of their end-users to stay competitive and differentiate themselves. The customer experience reigns, and frontline agents must deliver on customer expectations with reliability and consistency. But what about when crisis hits? If the pandemic has taught us anything it’s that reliability […]

 

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5 Things to Consider Before You Go to RFP in 2022

by Amy Bennet in Amy Bennet, Contact Center RFP

  In a world where the customer experience matters more than ever, the decision to outsource your customer care has significant impact on your brand and its reputation. In 2022, the RFP process holds even greater weight. But it’s also a process that has evolved in the wake of the pandemic. Are you dreading it? […]

 

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Happy Holidays from Blue Ocean!

by Blue Ocean News in Holiday Customer Service

As the year comes to a close, we hope you find yourself working towards a very restful, well-deserved holiday season. But don’t set that “out of office” notification quite yet. Before you unplug and spend time with the people you care about, let’s look back on some of the most important contact center topics from […]

 

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The Evolution of Customer Experience in the Travel Industry

by Kim Campbell in Customer Experience, Customer Service Trends, Kim Campbell

  Few industries are quite like travel. Can you think of any other industry where anxiety is baked into the product or service? Even before the pandemic, customers found themselves faced with myriad rules, restrictions, and bottlenecks to navigate before reaching their destination, leading to many a meltdown at checkpoints and terminals around the world. […]

 

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