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.

outsourcing 62

outsourcing Customer Care Best practices Management 62

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. They will also be able to provide insights into how customers interact with your organization.

outsourcing 98

outsourcing Contact Center Real estate Business Process Outsourcing 98

BlueOcean

JUNE 10, 2021

Today we look at how this last consideration applies to the way companies are investing in customer care. We’re well into 2021, and the good news is that, so far, just over half (52%) of companies around the world are expecting and experiencing a moderate or sharp increase in their customer care budgets.

Customer Care 62

Customer Care outsourcing Contact Center contact center solutions 62

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

MARCH 19, 2024

On the Blue Ocean blog, we talk a lot about the process of sourcing a strategic partner for your outsourced customer care program. Long Story Short: Outsourcing is a business of wins and losses. Identify the required resources on both sides of the equation and ensure that you can clear calendars to meet milestones.

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outsourcing Customer Care Best practices Management 71

Outsource Consultants

MARCH 30, 2025

At Outsource Consultants, we’ve witnessed firsthand how this Southeast Asian nation has become a prime destination for multilingual customer support. Unlike other outsourcing destinations, customers from various English-speaking countries easily understand Filipino agents.

Call Center 67

Call Center outsourcing Consulting Consulting 67

Callminer

OCTOBER 11, 2018

On the contrary, if you delay in calling those leads, then perhaps the client has already closed his computer and is in a meeting or maybe driving his car (and at this point, it is too late). . Previously, he was the Director of Marketing and Customer Care for Urology San Antonio where he oversaw call center operations.

Call Center 561

Call Center Metrics Contact Center Wait times 561

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

ROI CX Solutions

MAY 1, 2025

Certain features engage directly with the customer as autopilots or bots speaking in constantly updated computer-generated language. Questions that can be answered using sentiment analysis Asking the right questions about your customer care helps you pinpoint problem areas and look for ways to improve experiences with your product.

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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.

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outsourcing Customer Care Contact Center Interactive Voice Response 12

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?

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outsourcing Customer Care Metrics Contact Center 62

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.

outsourcing 62

outsourcing Customer Care Entertainment Government 62

BlueOcean

MARCH 19, 2024

On the Blue Ocean blog, we talk a lot about the process of sourcing a strategic partner for your outsourced customer care program. Long Story Short: Outsourcing is a business of wins and losses. Identify the required resources on both sides of the equation and ensure that you can clear calendars to meet milestones.

outsourcing 62

outsourcing Customer Care Best practices Management 62

BlueOcean

FEBRUARY 7, 2019

How do we use that data to improve the customer experience? We get it; earning executive buy-in on the decision to outsource your contact center usually includes a discussion about ROI. But calculating how the costs of your customer service solution make an impact on your bottom line can be complicated. But where do we start?

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Metrics Customer Care Average Handle Time outsourcing 87

CCNG

OCTOBER 6, 2020

While working remotely, I have been in online meetings where people are missing because they failed to take time zone differences into account. I have attended 5:00 AM meetings during which leaders sheepishly admitted they forgot the time differences. Yep, I’m guilty of all these virtual leadership sins!

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CCNG outsourcing Surveys Coaching 195

Blueship Call Center

OCTOBER 9, 2023

As one of the primary factors in determining a company’s success, providing excellent customer service must be continuously improved. Top call center outsourcing companies provide exceptional customer service, it’s reasonable to anticipate sales growth of 20% or more of overall business revenue.

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outsourcing Call Center Customer Care Coaching 81

BlueOcean

MARCH 3, 2025

Not to add another thing to your plate (sorry), but theres another question to ask that can impact all those answers: Is this the year customer care outsourcing takes a more central role in your go-forward plan? It also face-to-face meetings and collaboration with the vendor team. Its a two-way street.

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outsourcing Contact Center Journey mapping industry standards 62

BlueOcean

MAY 11, 2020

Situation: You’re tasked with choosing a new outsourced partner for your organization’s customer care program. Does outsourcing still make sense? Did the pandemic expose cracks in your current customer care solution, whether that is in-house or outsourced? It’s late February, 2020. Place: Your office.

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outsourcing Customer Care Contact Center Engineering 62

Blueship Call Center

NOVEMBER 28, 2023

These days, outsourcing email assistance is a popular tactic used by e-commerce companies. Selecting an outsourcing partner that is both affordable and has highly skilled staff is essential for businesses looking to outsource to grow and enhance customer operations. Anyone who has sent one knows this.

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outsourcing Calibration Business Process Outsourcing Call Center 80

Inbenta

NOVEMBER 9, 2021

Banks are consequently preparing themselves to meet these challenges in the future and to not fall for the same mistakes. Banks have not fallen behind in providing digital services and have been catering to customer demands for self-service for some time now. The combination of digital services and self-service is a different matter.

Banking 95

Banking Chatbots Customer Care Self service 95

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. Ensuring your customer support center is up and running, no matter what, is a daunting task that organizations must prepare for.

outsourcing 71

outsourcing Contact Center Customer Care contact center workforce 71

Blueship Call Center

AUGUST 1, 2023

Good customer service is essential for company owners. Outsourcing your phone answering services is one approach to make sure that your clients and customers are happy with the level of service they are getting. How Do Outsourced Answering Services Work? The definition of an answering service will be given to you now.

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Answering services outsourcing Call Center Wait times 75

BlueOcean

MAY 11, 2020

Situation: You’re tasked with choosing a new outsourced partner for your organization’s customer care program. Does outsourcing still make sense? Did the pandemic expose cracks in your current customer care solution, whether that is in-house or outsourced? It’s late February, 2020. Place: Your office.

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outsourcing Customer Care Contact Center Engineering 62

Global Response

FEBRUARY 17, 2025

Read Time: 7 minutes Table of Contents Introduction Exceptional customer support addresses an audiences needs, expectations, and problems, establishing a business as trustworthy and reliable. Meet your clients where theyre at, better than ever before with Voice of the Customer (VoC) technology. Want to scale your business?

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Call Center outsourcing First call resolution Best practices 62

BlueOcean

MARCH 24, 2022

When it comes to complex B2C customer care, the customer is anything but a faceless number in a sea of consumers. B2C brands had their worlds turned upside down by the pandemic, but what does complex customer care look like now things are leveling out? Modified Recruitment Strategy. Are you ready for it?

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B2C Customer Care Schedule adherence outsourcing 62

Global Response

OCTOBER 15, 2024

Today, the customer journey is more complex and centralized. This article will explore the benefits of omnichannel outsourcing and how to effectively communicate with customers across various channels in an omnichannel contact center and adapt to their changing preferences. Key Takeaways Why?

Contact Center 62

Contact Center Call Center Best practices Customer Care 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.

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outsourcing Contact Center Customer Care contact center workforce 71

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. Your customer care partner is going to focus their time and resources on meeting these targets.

Contact Center 62

Contact Center Automotive outsourcing Analytics 62

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. Ensuring your customer support center is up and running, no matter what, is a daunting task that organizations must prepare for.

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outsourcing Contact Center Customer Care contact center workforce 62

Outsource Consultants

FEBRUARY 4, 2021

The middle market outsource call center is that elusive jackpot for organizations focused on business process outsourcing (BPO) services. And even though middle-market partners tackle the same challenges and employ the same tactics, many customer care leaders still think “bigger is better” and this is not always the case.

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outsourcing Call Center Marketing Business Process Outsourcing 76

Global Response

MARCH 13, 2024

It distinguishes you from competitors, fosters customer loyalty, and, ultimately, determines business success. Yet, with limited time and resources, it is challenging for businesses to achieve excellent customer care. That’s where CX outsourcing comes in.

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outsourcing Best practices Feedback Customer retention 62

Sykes

JUNE 13, 2017

In your battle to retain and grow market share amidst increasing competition, bringing on an experienced contact center partner for customer facing support brings a number of built-in benefits: Provides excellent customer service because that’s their main business focus. Frees you up to do what you do best.

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outsourcing Management Technical Support Contact Center 66

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

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outsourcing Contact Center Call Center Customer Care 62

Ansafone

AUGUST 12, 2022

By outsourcing with a Contact Center, property managers are able to take a step back and catch their breath while trained call representatives take the lead in customer care. There are several positive factors of outsourcing such services with a Contact Center. . About Ansafone Contact Centers.

Answering services 118

Answering services Management outsourcing Contact Center 118

OctopusTech

JULY 31, 2023

If you haven’t received a response from your clients about your services for a long time, then you should immediately take necessary actions like using live chat outsourcing to find out the reason by checking the quality of your products and services. With the current fragile economy, there is a growing interest in outsourcing live chat.

outsourcing 62

outsourcing Metrics Customer Service Chatbots 62

Skybridge

MAY 18, 2020

But it seems certain that the old ways of running customer care call centers are never coming back. The challenge now is how to re-imagine how you’ll deliver the best customer experience possible. As you read it, ask yourself two critical questions: Is your brand currently meeting these standards with our customers?

Customer Care 52

Customer Care outsourcing Banking Best practices 52

Skybridge

MAY 18, 2020

But it seems certain that the old ways of running customer care call centers are never coming back. The challenge now is how to re-imagine how you’ll deliver the best customer experience possible. As you read it, ask yourself two critical questions: Is your brand currently meeting these standards with our customers?

Customer Care 52

Customer Care outsourcing Banking Best practices 52