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This Doesn’t Have to Keep You Up at Night: How to Seamlessly Transition Your Outsourced Customer Care Program

by Kim Campbell in Contact Center Outsourcing, Customer Service Outsourcing, Kim Campbell

Love them or hate them, in business, as in life, transitions are inevitable. On the Blue Ocean blog, we talk a lot about the process of sourcing a strategic partner for your outsourced customer care program. Usually, we focus on the buying cycle or key decision-making elements to consider, but the fact is, choosing your […]

 

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A Comprehensive List of Resources for the Contact Center Sourcing Process

by Amy Bennet in Amy Bennet, Contact Center Outsourcing, Customer Service Outsourcing

  Your organization is ready to find a new contact center outsourcer. What’s your next step? We’ve compiled a list of the most helpful outsourcing resources, in order from discovery to launch. We’re here to help! Read on!   Is It Time to Outsource? 5 Questions to Ask Yourself Maybe your organization is so early […]

 

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Why SaaS Leaders Should Outsource Their Customer Success Program

by Beth Bartlett in Beth Bartlett, Contact Center Outsourcing, Customer Service Outsourcing, SaaS

When we are talking to organizations in the sales cycle, we will often hear from SaaS companies that the customer success role is too complex, too critical, too deeply embedded in their internal operations to ever be outsourced. We are here today to say, with respect, they’re wrong. It’s kind of ironic because many (most?) […]

 

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Calculating Contact Center Outsourcing Costs: Insights You Need Right Now

by Amy Bennet in Amy Bennet, Contact Center Budgeting

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 if you’re keen on delegating that chore, skip […]

 

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

by Amy Bennet in Amy Bennet, Contact Center Outsourcing, Customer Service Outsourcing

It’s a question we get asked a lot, and it’s one of the hardest ones to answer because it’s rare and challenging to determine a true apples-to-apples comparison, especially when there are intangible impacts like damage to brand when things go sideways. That said, we know you’re trying to make a business case here, and […]

 

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This Call May Be Recorded: How Conversation Intelligence Is Transforming the Contact Center Industry

by Susan Preiss in Artificial Intelligence, Conversational Intelligence, Customer Experience, Susan Preiss

Customer care QA processes are moving from limited sampling to real-time, holistic analysis thanks to emerging conversation intelligence technologies that impact every corner of the contact center for the better.   At a recent industry conference, the session on quality assurance began with the keynote speaker taking the mic, and boldly announcing: “when it comes […]

 

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