We’re inching closer to not only the beginning of a new year, but also a new decade! Can you believe it? It’s undeniably a time of reflection. In 2019, Blue Ocean launched a brand-new website to better serve our web visitors with a more engaging, intuitive experience (we hope you’re enjoying it!) We also published loads of content to share our insights and experiences in the world of customer care. Below you’ll find our top 10 most popular blog posts of 2019 – grab a cup of coffee and get reading!
Did you know it can cost five times as much to acquire new customers versus retaining existing ones? That’s why calculating lifetime customer value is key to understanding the impact of customer service.
Building a customer experience strategy cannot happen in a vacuum – you have to be tuned in to the expectations, habits, and ongoing trends within your customer base. We checked out the top consumer trends of 2019 to get you ahead of the curve.
Speaking of evolving consumer trends, it’s also important to recognize that metrics should be evolving accordingly. The metrics that measure customer care in a customer-centric world look vastly different than those used 20 years ago.
Over the years, we’ve discovered that the only way to truly delight customers, members, and subscribers is to empower your agents to deliver kick-ass customer experience. In this blog, we checked in with Carol, a Project Coordinator at Blue Ocean, to learn more.
The age of personalization has given customers the expectation that they are entitled to special treatment – if they don’t get it, they can be pretty unhappy. We explore how to deliver amazing service even when the customer is challenging.
Members of Generation Z are beginning to pour into the workforce en masse. Their values and habits will make a big impact on how you manage them, especially in the contact center. In this blog, we go beyond stereotypes and look at tangible ways to engage Gen Z in your contact center workforce. (And we’re super excited that this post won an MVP Award for Customer Contact Central in their Culture category!)
A generic RFP template might be tempting, but a contact center that truly delivers business value is a strategic partner, and the RFP to help you identify them needs to be customized accordingly. We put together this handy infographic to guide you.
As Nova Scotians, we may be slightly biased about the benefits of doing business in Canada – but that said, we also believe there is real, provable value to outsourcing your contact center up North. We list 10 quick and convincing reasons to choose a Canadian location for your outsourced contact center.
The RFP can tell you a lot, but we’re firm believers that site visits can help you narrow down your vendor list before you invite them all into the RFP process. This blog explores the various factors that must be considered in every contact center site visit.
When you’re searching for a new contact center partner, your focus is likely on who you choose – but where you choose to outsource is just as important. We look at the four key considerations in where to locate your outsourced contact center.
We’re sending you best wishes for a wonderful holiday season and we can’t wait to share more insight with you in 2020. Make sure you check in on our blog often (just click here and bookmark the blog!) – and if you’d like to chat more in person, we’d be delighted to hear from you – simply schedule a time to chat here.