BlueOcean

MARCH 24, 2025

When outsourcing customer support whether for the first time or the fifth time your company’s relationship with the contact center is understandably complex. The contact center SOW is the framework for your relationship. And nothing takes a toll on relationships quite as quickly as stress.

Contact Center 62

Contact Center Automotive outsourcing Analytics 62

BlueOcean

NOVEMBER 11, 2020

For companies who outsource (or are thinking about outsourcing) their customer care, there is simultaneously a large degree of uncertainty and urgency. Change at an already tumultuous time is risky, but the need to serve your customers well is critical. Get your copy now. Just fill out the form.

outsourcing 106

outsourcing Customer Care Contact Center Customer Service 106

Vcaretec

AUGUST 8, 2023

Outsourcing customer service is something that the majority of new business owners are wary of, and for good reason. The main channel via which you communicate with your clients is through customer service, thus it can't be good for your brand, to put it mildly. Size Size is the first and maybe most evident element.

Customer Care 98

Customer Care outsourcing Call Center Complaint resolution 98

Real Blue Sky

MARCH 6, 2023

There are many reasons to consider whether to outsource your contact center. Before the internet, customer service was typically limited to a brick-and-mortar storefront, letter-writing, or a phone call to customer service. Thankfully, this perspective on the contact center has shifted significantly.

outsourcing 98

outsourcing Contact Center Real estate Business Process Outsourcing 98

BlueOcean

JULY 20, 2023

In our world of outsourced customer care solutions, one of the big challenges we continue to wrestle with on the sales side of things is the significant change in the contact center RFP process. Still Debating Virtual vs In-Person? Simply put, it’s convenient and cost-effective.

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outsourcing Contact Center Personalization contact center solutions 117

BlueOcean

JULY 13, 2023

Learn how we delivered game-changing customer care—grab your copy of the case study today. The post Championing the Championship: Outsourced Customer Care for a National Sports Association [A Case Study] appeared first on Blue Ocean. Just fill out the form below.

Customer Care 110

Customer Care outsourcing Customer Service Contact Center 110

Blueship Call Center

DECEMBER 24, 2024

Businesses can elevate their customer service strategies concerning providing excellent experiences for every stakeholder while remaining focused on their core competencies whenever paired with outsource call center services. They epitomize an organized approach toward customer inquiries, complaints, and service requests.

Call Center 75

Call Center Customer Service outsourcing call center professionals 75

BlueOcean

JULY 12, 2018

The only constant in the customer care world is change, and if you don’t keep up, you’ll be left behind. That’s why we’ve compiled these must-read articles to keep you updated and give you some food for thought as you think about the future of your outsourced customer care. The Role of Chatbots in Customer Care. “

Customer Care 74

Customer Care outsourcing Chatbots Contact Center 74

Callminer

OCTOBER 11, 2018

Kaye Chapman is the Learning & Development Manager at Comm100 , a global provider of AI-powered digital customer conversation software. She has a wealth of experience working alongside contact centers, improving processes and delivering engaging, effective and fun learning and development solutions. Employee engagement.

Call Center 561

Call Center Metrics Contact Center Wait times 561

Outsource Consultants

JANUARY 24, 2022

Little did we know that the issues the outsourcing powerhouse was currently facing were about to be dwarfed by considerably larger obstacles. Let’s take a look at how the potential threats we covered in 2019 have played out, and how the Philippine call center industry has faced the additional difficulties initiated by the pandemic.

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outsourcing Real estate Government Call Center 128

Blueship Call Center

AUGUST 22, 2023

Outsourcing customer service is a desirable concept. Outsourcing your customer service to an outside agent may drastically reduce overhead, saving you money, resources, and frequently a great deal of stress. We’ll go into great depth about outsourcing customer support in this post.

Customer Care 73

Customer Care outsourcing Average Handle Time Call Center 73

BlueOcean

JULY 15, 2024

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 comprehensive knowledge of your products or services. We explore the five biggest challenges of in-house contact centers below.

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outsourcing Contact Center Customer Care contact center workforce 71

Advantage Communications

JUNE 1, 2021

Outsourcing your customer service program is appealing for a number of reasons. It can save your business money, dramatically improve your customer experience, build more loyal customers and help you design a better customer care strategy.

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outsourcing Contact Center Customer Care Customer Service 96

CX Global Media

JULY 11, 2019

The fourth step ( Step 1 , Step 2 , Step 3 ) in the contact center agent journey is about leadership that engages agents. Employee engagement has always been a problem in contact centers. A several Expert Sessions are dedicated to the topic of on-boarding contact center agents. Playbook and Planner.

Contact Center 120

Contact Center CCNG Morale Coaching 120

CX Global Media

JULY 9, 2019

The second step ( the first step ) in the contact center agent journey comes with the on-boarding process. In my experience seeing many contact center operations, I see this area of the agent journey being full of improvement opportunities. Linda Harden President and Publisher, Contact Center Pipeline.

Contact Center 120

Contact Center Chief Customer Officer Employee engagement Call Center 120

BlueOcean

JUNE 10, 2021

Today we look at how this last consideration applies to the way companies are investing in customer care. We took a deep look at recent data published by Ryan Strategic Advisory , surveying more than 600 contact center decision-makers. What’s the Outlook for Contact Center Budgets?

Customer Care 62

Customer Care outsourcing Contact Center contact center solutions 62

24-7 InTouch

FEBRUARY 13, 2024

Winnipeg, MB – February 13, 2024 – IntouchCX has announced today the acquisition of Beliveo, a leading nearshore contact center and business processing outsourcer (BPO) in Mexico.

Contact Center 119

Contact Center Business Process Outsourcing outsourcing Call Center 119

BlueOcean

SEPTEMBER 18, 2023

The RFP is the slog you need that 3 rd cup of coffee to get through—especially when it’s an RFP for outsourced customer care. After all, we’re talking about a complex, customer-facing solution that needs to align seamlessly with your brand. But we’ve got you—just grab a copy of our latest eBook.

Customer Care 71

Customer Care outsourcing Contact Center Technology 71

BlueOcean

MARCH 13, 2020

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 their hands, interfacing with your loyal (and often concerned) customers day in and day out. 51 New Contact Center RFP Questions.

Customer Care 62

Customer Care outsourcing Contact Center Metrics 62

BlueOcean

JUNE 17, 2021

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 services. Customer care is often a 24/7/365 job, and the slightest disruption has the potential to impact your reputation and brand loyalty.

outsourcing 71

outsourcing Contact Center Customer Care contact center workforce 71

Ansafone

MAY 26, 2022

Teaming up with a professional Contact Center can help in making this happen. Improving Customer Service efforts enables a business to join the ranking elites in any given industry. When superior Customer Experiences are established at every point of contact, a brand becomes known as a premier resource.

Customer Care 62

Customer Care Contact Center Interactive Voice Response Multichannel 62

Vcaretec

JUNE 6, 2022

When it comes to customer care across major industries, like Retail & E-Commerce, Wireless & Telecommunications, and Healthcare, there are plenty of smart minds out there. As a leader in outsourced customer service solutions, the customer care specialists at Vcare voted on fifty of the top thought leaders in our space.

Customer Care 98

Customer Care Chief Customer Officer CRM Wireless 98

BlueOcean

JULY 15, 2024

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 comprehensive knowledge of your products or services. We explore the five biggest challenges of in-house contact centers below.

outsourcing 62

outsourcing Contact Center Customer Care contact center workforce 62

Taylor Reach Group

NOVEMBER 30, 2018

There are a lot of smart — very smart — individuals managing and directing Call and Contact Centers today. This is my top ten list of really dumb things that smart call and contact center executives do. Contact Center staff is one of the most expensive and important assets within the Contact Center.

Contact Center 111

Contact Center Average Handle Time At home agents First call resolution 111

BlueOcean

FEBRUARY 22, 2024

Here are a few green flag markers that help indicate that you’ve found the best-fit outsourced customer care partner. If you’ve taken part in an outsourced customer care procurement process, either as a bidder or as a buyer, we’d lay money on the fact that you’ve got some horror stories to tell.

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outsourcing Customer Care Entertainment Government 71

BlueOcean

JULY 2, 2024

Let’s start with our obvious bias: we are a small player in the global outsourcing industry. Our position is: one size does not fit all when it comes to customer care. So, while you’re thinking that this is just going to be a promo piece saying boutique is better than the big guy, hear us out.

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outsourcing Contact Center Customer Care contact center solutions 62

Call Center Weekly

MAY 2, 2018

Since 2005 I have led Callzilla , an outsourced contact center providing customer care and customer acquisition to top brands. Clients tap us to improve the customer experience, add channels such as live chat, gain market share among English and Spanish speakers, and more.

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outsourcing Contact Center Customer Care Service level 198

BlueOcean

FEBRUARY 19, 2025

When quality slips, costs climb, or business priorities misalign, moving forward with a new customer care provider may be key to your success. On the Blue Ocean blog, we talk a lot about sourcing the right strategic partner for your outsourced customer care program. Follow these steps to check all the boxes: 1.

outsourcing 62

outsourcing Customer Care Best practices Management 62

Callminer

JANUARY 18, 2021

While the majority of consumers choose to reach out to companies via multiple mediums , many have reported wanting to avoid going through structured IVR systems – so it’s no surprise that communication quality within a contact centre has become more important than ever before. Minimise language barriers with better hires.

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Best practices Call Center Contact Center Scripts 226

BlueOcean

JUNE 12, 2018

Contact center implementation is an art and a science, and over 24 years in business, we’ve learned exactly what it takes to make the smoothest transition possible. Every milestone and every moving part is integral to a controlled acceleration towards a seamless transition that results in a positive customer experience.

Contact Center 83

Contact Center outsourcing Abandon rate Construction 83

BlueOcean

FEBRUARY 7, 2019

It’s 2019, which means contact center metrics from 1999 are almost old enough for their first legal beer (and already knocking them back in Canada.) Those metrics were born in an era when customer service was a race, where whoever got to the finish line first (i.e. How do we use that data to improve the customer experience?

Metrics 87

Metrics Customer Care Average Handle Time outsourcing 87

BlueOcean

DECEMBER 4, 2019

As a result, for most companies, any relationship with an outsourced customer care partner is going to have to come with stringent PCI DSS standards well-established, as well as robust data security systems solidly in place. Let’s dig into the state of PCI as it relates to customer care today.

outsourcing 12

outsourcing Customer Care Contact Center Interactive Voice Response 12

BlueOcean

JANUARY 27, 2020

In the same way that there are specific personality types – and recommended “matches” between those types (New biz idea … Tinder for Outsourcing. You can ask all the right questions in the contact center RFP and still struggle to understand how their culture might or might not align with your own. Got 15 minutes?

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outsourcing Contact Center Calibration Personalization 71

BlueOcean

JANUARY 30, 2024

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 your in-house apples to those outsourced oranges? What math should go into the business case around call center outsourcing costs? (Or

outsourcing 62

outsourcing Contact Center Call Center Customer Care 62

BlueOcean

OCTOBER 6, 2020

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 20 th year. Great companies are regularly assessing the ongoing value of their partnerships – but how do you measure the true value your contact center outsourcer is delivering?

outsourcing 62

outsourcing Customer Care Metrics Contact Center 62

Real Blue Sky

SEPTEMBER 12, 2023

Navigating the Complexities of Customer Service Outsourcing to Boost Efficiency, Customer Satisfaction, and Profitability Introduction Navigating the intricate maze of customer service is no small feat. That’s why it can pay to use a customer service vendor management expert. But not just any outsourcing.

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outsourcing Management Customer Service Contact Center 105

24-7 InTouch

MAY 11, 2021

The contact center industry has a diverse, global footprint, and brands choosing to outsource their customer service face the challenge of determining which geography is the right fit for their needs. . This provides benefits to your global customers, who can reach you whenever is convenient for them. .

Customer Care 52

Customer Care outsourcing Technical Support Contact Center 52