BlueOcean
JANUARY 30, 2024
In this model, where you pay only for the contacts handled, the responsibility to manage efficiency and productivity lies with your outsourced partner. When you operate an in-house contact center, you are responsible for 100% of an agent hour: the employee’s hourly wage, and all associated benefits and taxes, are your responsibility.
BlueOcean
JANUARY 20, 2023
Pricing Contact center pricing models vary from vendor to vendor. It’s easier to get an apples-to-apples comparison when providing specific scenarios (i.e. As much as possible, you want a true comparison so you can make an accurate, fair evaluation.
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BlueOcean
OCTOBER 17, 2019
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 suite. There is a real science to getting a true apples-to-apples comparison, even on hard numbers like pricing or metrics. Hit the Road.
Seaton CX
JANUARY 17, 2024
Contact center leaders are under a lot of pressure. While I believe that customer journey mapping is a strategic investment for contact center management, you should consider several factors before committing resources to the project. These opportunities may lie outside the contact center itself.
BlueOcean
AUGUST 7, 2018
Contracting a new contact center outsourcer may be one of the most impactful decisions you make all year (no pressure, right?) This alone may give you enough insight to build a basic list of potential partners for your contact center RFP process. Draft Your Contact Center RFP. Planning for 2019 already?
BlueOcean
JUNE 6, 2017
At first glance, attrition seems like a chink in the armor for contact centers. Across every industry, the fact that people leave their jobs and move on is a basic truth, but in the contact center, the attrition metric receives quite of a bit of negative attention. Here’s what you need to know.
BlueOcean
APRIL 28, 2020
There have been comparisons of the coronavirus pandemic to an earthquake, where the initial quake shakes us to the core, but the aftershocks continue to reshape the world for months and years to come. How Will Contact Centers Navigate the Post-COVID World? Many of these questions start at home – with work-at-home, to be exact.
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