How to Shortlist Potential Contact Center Partners

BlueOcean

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. Shortlisting Potential Contact Center Partners.

How to Determine Cultural Alignment in Your Outsourced Contact Center

BlueOcean

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. Protecting your relationship against this before you even sign on will take some careful observation and questioning.

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Hark the Herald Agents Sing: It’s Holiday Season in the Contact Center!

BlueOcean

While so many of us are off celebrating the festive season for days at a time, there are scores of people on the frontlines working to keep everything running smoothly in industries ranging from health care, to transportation, to broadcasting to, yes, customer care.

How to Ease the Pain of Scaling Your Contact Center

BlueOcean

Your revenue is skyrocketing, which usually means your customers are buying more and you’re gaining more customers. Have you also noticed more customers calling or messaging with questions and concerns? Scaling Your Contact Center: In-House vs Outsourced.

RFP Questions to Ask About AI in the Contact Center

BlueOcean

You’re prepared for the future of customer service. And you’re ready for your outsourced customer service RFP to hit the road and bring you some stellar options for a new contact center partner. Looking for more contact center RFP questions?

10 Reasons to Locate Your Contact Center in the Friendly North

BlueOcean

Looking for an onshore contact center partner? One that can wow your customers while simultaneously delivering an unparalleled ROI? Yes, we’re probably a little biased, but the proof is right here – check out our top 10 reasons to outsource your contact center to Canada.

The Fundamental Guide to the Contact Center RFP

BlueOcean

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. Planning for 2019 already?

IMP Customer Care Becomes Blue Ocean Contact Centers

BlueOcean

IMP Customer Care, a bilingual outsourced contact center with roots in Bathurst, is transitioning to the Blue Ocean Contact Centers brand. About Blue Ocean Contact Centers. IMP Customer Care devient Blue Ocean Contact Centers.

DentalPlans.com Performance Soars with Workforce Management in its Contact Center

NICE inContact

With more than 340,000 members nationwide, DentalPlans.com has created a fast-growing niche in dental care by marketing dental savings plans to consumers as an affordable alternative to dental insurance. The company’s 110-agent contact center is a driving force in the company’s success, accounting for $17-$18 million of the company’s annual revenue. Outbound callers generate membership sales and renewals, while customer care agents handle provider and member care.

Unraveling the Tangled Vines of Omnichannel Customer Care

BlueOcean

Competitive pressures, customer expectations, and emerging technologies are some of the key factors pushing leaders to elevate and evolve their customer service approach. We often talk about omnichannel as the ultimate goal for any and every customer service solution.

Beyond Issue Resolution: Why It Makes Sense to Outsource Content Review to Your Contact Center Partner

BlueOcean

What Does Content and Ad Review Have in Common with Customer Service? In our world, content review shares the same goals of any customer care program: delivering a high-quality experience to the end user. Outsourcing Content and Ad Review to Your Contact Center.

Top 10 Things to Assess on Your Contact Center Vendor Site Visit

BlueOcean

Choosing a strategic partner to deliver an outsourced customer care solution is a significant business decision – maybe one of the most significant decisions you’ll make in your career. The pace of change in the contact center industry is mind-blowing.

Artificial Intelligence is Transforming Customer Care

NICE inContact

Will Artificial Intelligence (AI) completely transform the consumer experience and bring contact center software out of the dark ages? It’s not surprising that many contact center leaders feel a little unsure of when, where or why to implement AI in their call center operations.

Are You Using 1999 Metrics to Measure 2019 Customer Care?

BlueOcean

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.

Contact Center AI – What’s out there?

Comm100

Unsurprisingly, the enthusiasm of AI has spilled over to customer experience (CX) in the hope of improving call center efficiency. It’s therefore essential to analyze ‘what’s out there’ in customer service AI and adjust our expectations accordingly. Capturing Customer Data.

What’s the True Cost of Your In-House Contact Center? (And How Does It Compare to Outsourcing?)

BlueOcean

So, we’ll take a comprehensive look at the cost of ownership of your in-house contact center – both intangible and tangible expenses – and how it compares to the cost of outsourcing. And that beginning is this – PayScale cites an average $13/hour for a customer service rep.

The Contact Center of the Future in the Distributed Workforce Era

TechSee

As customer service leaders envision the contact center of the future, a key question is whether agents will need to come in to work at all. In fact, the global Contact Center as a Service (CCaaS) market is projected to expand to USD 24.11

The 3 Hottest Trends Impacting Outsourced Customer Care

BlueOcean

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.

SUPER AGENT – Saving the contact center with AI

TechSee

Take a peek into the latest issue of Super-Agent and see how he is using Artificial Intelligence to save the contact center: There is pandemonium at the Contact Center. Customer care costs are increasing, agent turnover is growing and customer churn is at its peak.

AI and Customer Care: The Future is Here

BlueOcean

Long gone are the days when customers almost expected to experience IVR hell and would pretty much tolerate jaw-dropping wait times. IBM reports that by 2020 – that’s just two years away – 85% of all customer service interactions will occur without a human agent.

Enterprise Connect 2017: Contact Center Round-up

NICE inContact

2017 was arguably the biggest and best year ever at Enterprise Connect 2017 for those who care about contact centers. For ten years, I have attended virtually every contact center session held at the show, the past few years as the Contact Center Track Chair.

11 Contact Center Technologies to Boost Customer Satisfaction

TechSee

According to Walker , a customer intelligence consulting firm, by 2020, customer experience will overtake price and product as the key brand differentiator for B2B. Customers appreciate: Being provided with a smooth experience across multiple channels.

Idaho Central Credit Union: A “2019 Best in Class Contact Center” Runner Up

Calabrio

Anyone working in the contact center industry knows Customer Contact Week (CCW) to be the end-all, be-all event for customer experience, contact center and customer care professionals. That’s why we were thrilled to see Calabrio customer Idaho Central Credit Union (ICCU) named runner-up in the “Best in Class Contact Center, 100-199 seats” category in the 2019 CCW Excellence Awards, recently announced at the event in Las Vegas.

SUPER AGENT – Saving the contact center with AI

TechSee

Take a peek into the latest issue of Super-Agent and see how he is using Artificial Intelligence to save the contact center: There is pandemonium at the Contact Center. Customer care costs are increasing, agent turnover is growing and customer churn is at its peak.

2018: New Ways Cloud Will Enhance Customer Care

NICE inContact

So many companies are enjoying the benefits of having moved their contact centers to the cloud over the past few years. Cloud contact center deployments that began in customer care may have been extended to other business areas.

Chasing Unicorns: Is It Possible to Have a Strategic Partnership with Your Contact Center?

BlueOcean

True or false: your outsourced contact center provider is just another vendor. Attempting to establish a strategic partnership with your contact center is like chasing a unicorn. Cost reduction cannot be a primary driver behind the way your contact center does business.

Key 2020 Trends: Cloud Contact Centers

Call Experts

Three primary trends are driving the customer care industry: diversified cloud-based solutions. By actively harnessing a set of cloud-based AI-powered technologies, contact centers are infusing intelligence across the entire customer contact landscape.

What’s the State of Work-at-Home in Customer Care in 2017?

BlueOcean

They had been outsourcing their customer service to a call center with a predominantly “work-at-home” (WAH) model and one of the first questions they asked us was about work-at-home agents. Managing Work-at-Home Call Center Agents. Our contact center is built on that.

Decoding RPA and Intelligent Automation in the Contact Center

Think Customers

Today’s customers are fast. That’s why your contact center associates need to be faster and better prepared to handle increasing demands while delivering superior service. The post Decoding RPA and Intelligent Automation in the Contact Center appeared first on 1to1 Media.

Are Your Customer Care Metrics Customer-Centric?

ClearAction

Are Your Customer Care Metrics Customer-Centric? Customer care metrics are a barometer of performance across a variety of customer interactions such as chat, text messages, email, social media and communities. Customer wait time during chat.

Deck the Halls 2018: Coping with Peak Season Holiday Spikes in the Contact Center

BlueOcean

Of course, greater retail sales inevitably lead to higher call volume in the contact center. Here are some key tactics for coping with holiday spikes in the contact center. The 3 Hottest Trends Impacting Outsourced Customer Care.

How Top Performing Contact Centers Will Own 2017

Storyminers

Customer experience expert Mike Wittenstein sheds light on enhanced customer expectations, AI innovation, and more. 2017 will be a year defined by how well companies continue to adapt to customer expectations—like the ability to get good service at any time of the day, via any device.

How will Visual Engagement Impact Your Contact Center? The KPI Deep Dive

TechSee

Visual engagement and support are maturing as a technology, and are swiftly becoming key differentiators in many customer service organizations. They have found that visual engagement and support have a dramatic effect on KPIs measured in every call center: NPS, FCR and Truck Rolls.

5 Ways to Wow – The Power of Proactive & Predictive Customer Care

Upstream Works

Earning a customer’s loyalty is the name of the game with customer experience management today. It’s a highly competitive marketplace – with a fickle customer landscape. And it’s a positively herculean undertaking to make an impression that keeps customers coming back. .

Why Artificial Intelligence Now—and Why in Customer Care?

Avaya

Sheila McGee-Smith is a leading communications industry analyst and strategic consultant with a proven track record in new product development, competitive assessment, market research, and sales strategies for customer care solutions and services. CX and Contact Center

The Cost of In-House vs Outsourced Contact Centers: An Infographic

BlueOcean

Either way, we’ve put together this handy infographic to help you compare the cost of in-house vs outsourced contact centers. And hey, we’re also standing by to help you out with a cost analysis and custom quote for your outsourced contact center.

Up Where Expectations Soar: Customer Care in the Age of Entitlement

BlueOcean

The trend of personalized customer experience has since transformed almost every industry as we know it. The dark side is that for many customers, the expectation of personalization can be a direct path to a sense of entitlement. The Tools to Tackle Customer Entitlement.

Nine Myths to Debunk for a Data-Powered Contact Center

Calabrio

As customers become more empowered through technology, so must the organizations that serve them. Analytics in the data-powered contact center are proven to drive KPIs across key metrics, including first contact resolution, cross promotions and overall customer satisfaction.

Blue Ocean Contact Centers Wins Bronze Stevie® Award in 11th Annual Stevie Awards for Sales & Customer Service

BlueOcean

Canadian Contact Center Recognized Alongside Top International Sales and Customer Service Organizations at Las Vegas Award Ceremony. Blue Ocean Contact Centers, an outsourced Canadian contact center providing high quality solutions for complex customer care requirements, won the Bronze Stevie® Award in the Customer Service Team of the Year – Recovery Situation category at the 11 th annual Stevie Awards for Sales & Customer Service.

From In-House to Outsourced: Best Practices for Contact Center Knowledge Transfer

BlueOcean

In procuring an outsourced contact center partner, you’ve gone through the RFP process, you’ve made the site visit, you’ve narrowed down your decision, and, finally, you’ve signed the contract to make your choice official. Knowledge Transfer in the Contact Center.