Jul 7Setting the Scene for a Successful Outsourced ImplementationPicture 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. The launch of a program with any new partner is always…Outsourced Customer Care5 min read
Mar 31CX Moneyball: Running the Numbers to Cover Your BasesIf 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…Customer Service4 min read
Mar 24The State of B2C Complex Customer CareWhen 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…B 2 C5 min read
Feb 25Does Your Outsourced Customer Care Partner’s Location Matter Any More?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.”…Customer Service4 min read
Feb 17What You Need to Know About Contact Center BCP When OutsourcingIn 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? If the pandemic has taught…Customer Service5 min read
Jan 205 Things to Consider Before You Go to RFP in 2022In 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…Rfp5 min read
Oct 8, 2021CX Day 2021: A Reflection on My Customer Experience JourneyAs 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…Customer Service5 min read
Oct 7, 2021The Evolution of Customer Experience in the Travel IndustryFew 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…Customer Experience5 min read
Oct 4, 2021What the Subscription Economy Teaches Us About Kick-Ass Customer ExperienceOnce 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 (Netflix, Amazon Prime, Spotify, Stitch Fix, Costco, Blue Apron, Hulu, BarkBox, plus the usual magazines, gym memberships, and…Customer Service5 min read
Sep 27, 2021What’s Everyone Talking About in Customer Experience Today?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 for decades, but customer experience is an expansive, evolving topic, and staying current on trends and the latest thinking in customer experience is…Customer Experience3 min read