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 while talking with friends through a PlayStation headset — are tomorrow’s customers. …

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 business of implementing your program. …

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 management experts and what the manager of a pro sports team might do when the game is on the line is…

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 define their needs with every shift and change of the world around them. B2C brands had their…

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.”…

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? …

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…

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 receive a high level of service excellence. Not everyone gets to follow their passion at work…

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…