2024-04-24 17:46
The concept of ESG has had its place in the business world for a couple of decades, but it is only recently that it has become mainstream. One of the more complex aspects of upholding the st… Read More
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Blue Ocean Contact Centers Customer Service Blog
blueocean.ca
Our blog explores everything a company might consider when outsourcing their customer service from how we select our agents to what questions you should ask in the RFP process.
2024-04-16 15:23
Blue Ocean, a world-leader in customer care solutions, was awarded a Silver Stevie® Award in the “Contact Center Outsourcing Provider of the Year” category at the 18th annual… Read More
2024-03-19 13:57
Love them or hate them, in business, as in life, transitions are inevitable. On the Blue Ocean blog, we talk a lot about the process of sourcing a strategic partner for your outsourced custo… Read More
2024-03-14 14:08
Your organization is ready to find a new contact center outsourcer. What’s your next step? We’ve compiled a list of the most helpful outsourcing resources, in order from discove… Read More
2024-03-07 17:47
Blue Ocean, a world leader in customer care solutions, was named a Finalist today in the “Contact Center Outsourcing Provider of the Year” category in the 18th annual Stevie®… Read More
2024-02-22 15:51
It’s human nature to focus on the red flags that pop up when you’re deep into the customer support RFP process. But knowing what a green flag looks like is just as critical. Her… Read More
2024-02-14 15:18
When we are talking to organizations in the sales cycle, we will often hear from SaaS companies that the customer success role is too complex, too critical, too deeply embedded in their inte… Read More
2024-01-30 09:07
So, you’ve been handed responsibility for investigating the benefits of potentially outsourcing your company’s customer service for the first time. How do you start to compare yo… Read More
This Call May Be Recorded: How Conversation Intelligence Is Transforming The Contact Center Industry
2023-12-18 14:32
Customer care QA processes are moving from limited sampling to real-time, holistic analysis thanks to emerging conversation intelligence technologies that impact every corner of the contact… Read More
2023-11-29 14:42
The fact that silos are the enemy of business success is nothing new. That they happen anyway is one of the biggest business challenges a leader must navigate.
At Blue Ocean, we have long he… Read More
2023-11-13 20:07
Keep your finger on the pulse of the industry. From AI and VoC to EX and TX, here are some resources to inspire for the new year.
As customer care teams start planning for 2024, we’v… Read More
2023-10-23 14:06
(This is updated version of our most popular blogs: 52 RFP Questions (2013), 51 RFP Questions (2016), 60 RFP Questions (2020))
Every few years we update our recommended list of contact cente… Read More
2023-10-17 15:45
The first mainstream mention of ESG as a concept came from the United Nations in 2004 in their report titled “Who Cares Wins.” The report urged stakeholders to consider environme… Read More
2023-10-04 18:02
When one in five of your customers speak something other than English as their first language, providing bilingual customer support is critical. Without it, you risk taking a hit to your CSa… Read More
![You’re Asking The Wrong Questions: A Better Way To RFP For Outsourced Customer Care [eBook]](https://cdn.blogarama.com/images/posts_thumbs_site_id/5289/528889-1840561469.w320.jpg "You’re Asking The Wrong Questions: A Better Way To RFP For Outsourced Customer Care [eBook]")
2023-09-18 14:21
The RFP is the slog you need that 3rd cup of coffee to get through—especially when it’s an RFP for outsourced customer care. After all, we’re talking about a complex, custo… Read More
2023-07-20 17:55
It seems so long ago now that Lockdown Life has faded into some barely-remembered bad dream, but the global changes it triggered are still top of mind, especially the ongoing dialogue/debate… Read More
![Championing The Championship: Outsourced Customer Care For A National Sports Association [A Case Study]](https://cdn.blogarama.com/images/posts_thumbs_site_id/5289/528889-705958468.w320.jpg "Championing The Championship: Outsourced Customer Care For A National Sports Association [A Case Study]")
2023-07-13 16:48
Every year, this national sports association holds their annual pro championships. However, along with everything else in the world, the pandemic forced them to cancel the 2020 event. In 20… Read More
2023-05-05 13:18
We’ve said it before and we’re not afraid to repeat it until the cows come home: using a boilerplate RFP in the process to find a new customer care outsourcer is a quick road to… Read More
2023-04-20 14:14
We had another member of the wonderful ONQ family on the podcast: Sean Hammerle, who is the company’s Chief Operating Officer and an award-winning motivational leader and speaker. I fi… Read More
2023-04-14 15:21
What if you could learn about a new technology just by directly asking it questions? That’s not always an option, but in the case of ChatGPT, the AI chatbot taking the world by storm… Read More
2023-03-13 18:21
Talk of ChatGPT is everywhere from your LinkedIn feed to the evening news to, yes, this blog. For many, the buzz about ChatGPT is evoking the same exploratory wonder they once experienced wh… Read More
2023-01-31 17:51
Attrition seems like it should be an easy enough term to define, and determining which bidders’ attrition results best match your own requirements should be easy enough in a contact ce… Read More
2023-01-20 23:01
2020 marked the workplace like no other year in recent history. For more than two years, everyone worked to settle into new patterns of working and communicating, and we’re finally see… Read More
2022-12-15 20:17
We often hear from our readers how helpful our published content is when they are in the decision-making process for partnering with a new contact center outsourcer.
We were excited to see t… Read More
2022-12-15 16:19
We have another great episode of Deep CX: A Blue Ocean Podcast for you this month! We were lucky to sit down with Tony Won, a leading specialist in player support and our very first guest i… Read More
2022-12-13 16:54
Check your wallet (digital and/or physical) – do you have loyalty cards for your favorite retail outlets? Gas, grocery, fashion, technology… and probably more. Salesforce resea… Read More
2022-11-28 15:09
I’m so excited for you to listen to our latest episode of Deep CX: A Blue Ocean Podcast. I got to sit down with Lucas Fuentes, Vice President of Training & Development at ONQ, a g… Read More
2022-10-04 15:45
Are you ready for the customer of the future?
Today’s 6th graders—who are playing video games on a TV while their laptop shows someone else playing video games on YouTube all wh… Read More
2022-08-30 15:59
“I love building RFPs!” Said no one ever.
We get it. When you’re evaluating new outsourcers for your contact center, you know that a boilerplate RFP isn’t going to c… Read More
2022-07-27 16:11
Have you ever stopped and thought to yourself: “How will contact centers navigate the post-COVID world?” It’s a question we contemplate often here at Blue Ocean, and we&rs&helli…Read More
2022-07-07 18:25
Picture yourself on the other side of the arduous RFP process (woohoo!) with your chosen contact center outsourcer on your side. Now, you can take a deep breath and get down to the serious b… Read More
2022-06-22 11:32
Just a few short years ago (say, 2014 or 2015) when it came to technology, outsourcers were happily touting the cost benefits of their telephony platforms and on-prem systems, showing prospe… Read More
2022-06-21 14:26
If you know me or any of my stellar Blue Ocean colleagues personally, you know we can talk for days about customer experience. And why wouldn’t we be excited to chat? We hold the keys… Read More
2022-05-18 17:38
Blue Ocean, an award-winning provider of customer care solutions, is delighted to announce the promotion of Amy Bennet Roach to Vice President, Sales and Marketing. As Blue Ocean continues… Read More
2022-03-31 19:32
If you’ve been a reader of Blue Ocean’s blog for any length of time, you probably know we love sports and particularly baseball. The common thread between what workforce manageme… Read More
2022-03-24 15:07
When it comes to complex B2C customer care, the customer is anything but a faceless number in a sea of consumers. These are real people with real lives that inform their expectations and def… Read More
2022-02-25 14:19
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 ha… Read More
2022-02-17 14:45
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… Read More
2022-01-20 18:53
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 proce… Read More
2021-12-21 18:57
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… Read More
2021-10-08 17:40
As the Vice President of Client Services for Blue Ocean, I am fortunate to work with a wide variety of companies. Clients of all types turn to our company to make sure their customers recei… Read More
2021-10-07 14:19
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… Read More
2021-10-04 15:51
Once upon a time, we could count the number of subscriptions we had on one hand (the newspaper, a magazine or two, and that trusty gym membership). These days, we’ve lost count (Netfl… Read More
2021-09-27 16:18
Customer experience is pretty much the hottest topic in the contact center and customer care space these days. We’ve been focused on designing and delivering best-in-class experiences… Read More
2021-09-23 17:15
Call volume forecasts are inarguably an essential tool in the successful delivery of customer care excellence. Your program’s forecast is the map that tells you where to go based on w… Read More
2021-08-26 13:29
Decision making got a whole lot more difficult in the wake of the pandemic, didn’t it? From the most basic choices, like where to shop for groceries or who to visit in-person; to the… Read More
2021-08-09 15:00
For all the grief, losses, and setbacks the pandemic unleashed, there is a general consensus that it also sparked a revolution on the technical front. The adoption rate of new and evolving… Read More
2021-06-17 17:15
For many organizations, in-house customer care feels like the right choice. It keeps you close to your customers and ready to serve them with your exhaustive knowledge of your products or s… Read More
2021-06-10 19:30
As we slowly emerge into recovery, the post-pandemic world looks very different and we’re seeing it with new eyes. Our social lives have shifted, our work environments have changed, an… Read More
2021-05-13 18:52
Brand loyalty is a reflection of a customer’s commitment to a relationship with a given retailer or service provider. But, of course, the pandemic changed everything about all our rel… Read More
2021-04-30 13:20
A couple of years ago, we explored the state of omnichannel customer care, recognizing the fact that consumers have more channel options available to them than ever before. We also, as an in… Read More
2021-03-31 13:31
What do mattress sales, wildlife populations, and peak customer service times all have in common?
These seemingly random data points have all been impacted by COVID-19. Mattress sales have… Read More
2021-03-18 12:51
In this article, we share a first-person experience from our Vice President, Client Services, Susan Preiss. She explores the tale of two customer experience scenarios, comparing online versu… Read More
2021-02-10 17:50
After a year flirting with the ever-present “pause” button, we’re seeing many more businesses hit the gas on their customer care program—in particular, seeking out th… Read More
2020-12-21 15:57
Have you ever been more ready to end a calendar year?
In our world of customer care, empathy has always been the cornerstone, the key to happy customers and happy clients. When 2020 came al… Read More
2020-12-17 15:42
A Case Study in Strategic Partnership
We’ve partnered closely with this multinational network technology corporation for many years, providing end-to-end order management support and… Read More
2020-12-08 20:07
This national sports association leads the US in governing and promoting one of the nation’s well-loved sports, including its annual pro championships, community involvement and coach… Read More
2020-11-20 16:47
As we find ourselves entering the strangest holiday season we’ve ever experienced, we want to be sure that while we can’t celebrate together this year, that we still give thanks… Read More
![Customer Care Outsourcing Amidst Uncertainty: A Pandemic Resource [eBook]](https://cdn.blogarama.com/images/posts_thumbs_site_id/5289/528889-2175665430.w320.jpg "Customer Care Outsourcing Amidst Uncertainty: A Pandemic Resource [eBook]")
2020-11-11 13:48
When the world turned upside down in February and March of 2020, no one could have guessed what was ahead. Many of us hit the pause button with the assumption things would return to normal s… Read More
2020-10-22 13:32
When the world hit the pause button in the face of COVID-19, putting our client’s customer care programs on hold wasn’t an option. Days before lockdown became mandatory in the re… Read More
2020-10-06 17:13
We believe that every outsourcer should earn your business by delivering value day in and day out whether your relationship with them is in its first year or its 20th year. After all, conti… Read More
2020-09-17 18:07
That RFP process is a grind, eh? The peak experience is when you finally get to call your new strategic partner and let them know they are the successful bidder. After that, it would be nic… Read More
2020-08-27 19:39
The pandemic has put a thousand things on hold. From your kid’s first day of school to your epic summer travel plans to your favorite team’s season tickets. And, of course, your… Read More
2020-08-20 19:29
Over the years, we’ve written many articles singing the praises of on-site visits with potential customer care outsourcers. We firmly believe that shaking hands with leadership and fr… Read More
2020-08-06 15:42
2020 has marked the workplace like no other year in recent history. For months, we’ve been settling into new patterns of working and communicating, and we’re finally beginning to… Read More
2020-07-08 17:56
Time kind of lost all meaning in the first half of 2020 so it’s especially hard to believe we’re in the middle of summer already. In the world of customer service, every industry… Read More
2020-05-20 16:43
Redundancy. Business Continuity. Those are major check boxes in every RFP we’ve ever responded to. Boxes to be checked on both sides of the equation – the buyer asked: “Wha… Read More
Hitting The Brakes Or Pedal To The Metal? Selecting An Outsourced Customer Care Partner Mid-Pandemic
2020-05-11 19:50
It’s late February, 2020. Place: Your office. Situation: You’re tasked with choosing a new outsourced partner for your organization’s customer care program. You have nine m… Read More
2020-05-11 19:50
It’s late February, 2020. Place: Your office. Situation: You’re tasked with choosing a new outsourced partner for your organization’s customer care program. You have nine m… Read More
2020-04-28 15:32
If one thing’s for certain in these most uncertain times, it’s that humans are resilient. There have been comparisons of the coronavirus pandemic to an earthquake, where the init… Read More
2020-04-16 17:47
As we navigate these uncharted and rough waters, we find ourselves continually grateful for our employees and their commitment to our clients and each other. When we made the decision a mont… Read More
2020-03-31 19:50
Stating the obvious, the past few weeks have been a turbulent time for everyone the world over. In response to this crisis, the world of work has been rapidly evolving. For our clients… Read More
2020-03-13 18:58
Choosing an outsourced customer care partner might just be one of the most complex procurement scenarios out there. After all, this is a partner who will hold your brand and reputation in th… Read More
2020-03-04 06:00
Blue Ocean, a world-leader in customer care solutions, was awarded a Silver Stevie® Award in the “Customer Service Team of the Year” category at the 14th annual Stevie Awards… Read More
2020-02-11 17:51
You know we’ve always got your back, dear Reader. We’re continually exploring, expanding, reading, learning, asking questions, and sharing our insights. Trends are gonna trend an… Read More
2020-01-27 16:31
We talk a lot about the need to align your corporate culture with your outsourcer’s, but we know it’s a lot easier to say than it is to do – after all, it’s not a par… Read More
2020-01-22 06:06
Blue Ocean, a world leader in customer care solutions, was named a Finalist today in the “Customer Service Success – Technology Industries” category in the 14th annual Stev… Read More
2020-01-06 16:36
Competitive pressures, customer expectations, and emerging technologies are some of the key factors pushing leaders to elevate and evolve their customer service approach. We often talk about… Read More
2019-12-17 06:04
Heading out of the office this holiday to grab some eggnog and enjoy the lights? While so many of us are off celebrating the festive season for days at a time, there are scores of people on… Read More
2019-12-10 16:00
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 bran… Read More
2019-12-04 15:32
There’s no doubt that today’s businesses – from SMB to global mega-brands – take data security and data protection very, very seriously. With the ever-increasing rigo… Read More
2019-11-25 17:18
As the holiday season unfolds, we wanted to share the amazing words of gratitude that flow every day from our clients’ customers to our agents. Below you’ll find the best c… Read More
2019-11-13 17:14
What Does Content and Ad Review Have in Common with Customer Service?
Content review is a topical subject these days. We have witnessed Mark Z. in the hot seat being held accountable for co… Read More
2019-11-06 16:22
It’s a question we get asked a lot, and it’s one of the hardest ones to answer because it’s rare and challenging to determine a true apples-to-apples comparison, especially… Read More
2019-10-30 05:44
Maybe you’re a math person and love nothing more than a hefty Excel document to dig into for a few hours. Or maybe math isn’t your strong suit and you’re just looking for h… Read More
2019-10-24 05:15
Cost Factors in Major Urban Centers
In the past 18 months, we have seen more and more interest from companies looking for alternatives to operating customer care centers in or close t… Read More
2019-10-17 14:34
Running an effective and efficient procurement process for a contact center partner is easier said than done – even for seasoned indirect sourcing professionals and folks in the C suit… Read More
2019-09-30 17:54
Business is booming? Great! There’s nothing we love more than a good growth story. Your revenue is skyrocketing, which usually means your customers are buying more and you’re gai… Read More
2019-09-11 16:34
The RFP is the friend you love to hate. The necessary evil. The document that will make or break your decision of which new outsourcer to partner-up with.
Listen to the audio or read the… Read More
2019-09-04 14:48
Considering outsourced customer service for the first time? It’s likely you already outsource many other areas of your business, but we get it: outsourcing those critical frontline int… Read More
2019-08-26 14:39
Blue Ocean, a North American provider of customer care solutions, is excited to announce the new face of Blue Ocean at blueocean.ca.
When Blue Ocean embarked on the website redesign journey… Read More
2019-08-21 17:16
Choosing a strategic partner to deliver an outsourced customer care solution is a significant business decision – maybe one of the most significant decisions you’ll make in you… Read More
2019-08-14 15:16
For brand-conscious organizations who have never outsourced before, there’s a common fear that putting your customer care in the hands of an outsourced partner effectively builds a wal… Read More
2019-07-16 18:00
Looking for an onshore contact center partner? One that can wow your customers while simultaneously delivering an unparalleled ROI? Your answer may just lie to the friendly north. Yes, we&rs&hell…Read More
2019-07-03 15:53
A low unemployment rate is cause for celebration. It means people are working, paying taxes, and bringing home the bacon. That’s why most people see the current 3.6% US unemployment ra… Read More
2019-06-24 19:38
A quick trip down memory lane reminds us that the 1990s saw
a massive rise in the practice of offshoring call centers. With the convergence
of economic factors and technological advancement… Read More
2019-06-13 14:38
We talk a lot in this blog forum about partnership and who you should choose as an outsourced contact center partner, but where you choose to outsource to is almost as important an element i… Read More
2019-05-29 22:56
Picture this: You’re in the RFP process for a new contact center partner. You have a short list of participants. You give them a couple of weeks to return their answers, and then you s… Read More
2019-04-15 15:51
Admit it, you love it when you’re handed that Starbucks beverage with your name spelled neatly and correctly on the side. Maybe that’s where it all started: that innocent coffee… Read More
2019-03-26 17:02
Quick, is Gen Z old enough to work yet? No checking Wikipedia…
Answer: Yes. While there is a bit of a gray area between where exactly Millennials stop and Gen Z starts, demographers p… Read More
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