BlueOcean

FEBRUARY 14, 2024

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. But with this new height of significance, is customer success really something you can outsource?

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Customer Success Contact Center Average Handle Time Touchpoint 177

CSM Magazine

MARCH 11, 2021

More and more businesses are turning to outsourcing, and for good reasons: it’s cost-effective and easily scalable. Contact center outsourcing has proven to be highly beneficial, but it isn’t without its faults. The main reason why businesses outsource any of their departments is to lower their overall costs.

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Contact Center Call Center Multi-Channel Culture 105

COPC

NOVEMBER 5, 2021

As a result of the changes since the onset of the COVID-19 pandemic, brand leaders are rapidly addressing their outsourcing partnerships in 2021 with enhanced work-from-home (WFH) and drastic competitive sourcing strategies. As part of the workshop, we had an in-depth discussion about three common emerging outsourcing priorities COPC Inc.

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Contact Center Workshop White Paper 2021 52

Think Customers

APRIL 28, 2022

As retailers contend with the latest slate of challenges—inflation, snarled supply chains, the return to experience spending—there’s no overstating the importance of having a high-quality contact center. What is the difference between a captive contact center and outsourcing? Hiring the right people.

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Contact Center Retail Brands Technology 52

Magellan Solutions

JUNE 9, 2021

Know What Makes IP Contact Center Outsourcing Different from Old School Call Center. The Philippine BPO call center has veered away from traditional focus on outgoing and incoming voice calls. Instead now offers IP contact center outsourcing. Traditional call centers are not entirely obsolete.

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Contact Center Call Center Omnichannel Interaction 52

BlueOcean

OCTOBER 10, 2022

The launch of your outsourced contact center implementation may be a strenuous time – there's so much at stake for your business. That said, it shouldn’t be a headache.

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Contact Center 300

Advantage Communications

FEBRUARY 10, 2023

The choice between an outsourced contact center and on-premise customer service solutions can be a difficult one for businesses. Both options have their own benefits and drawbacks, making it important for you to carefully consider your needs.

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Contact Center Customer Service Customers 52

BlueOcean

FEBRUARY 22, 2024

Here are a few green flag markers that help indicate that you’ve found the best-fit outsourced customer care partner. If you’ve taken part in an outsourced customer care procurement process, either as a bidder or as a buyer, we’d lay money on the fact that you’ve got some horror stories to tell. That’s where the magic happens.

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Customer Care Entertainment Government Contact Center 177

BlueOcean

OCTOBER 4, 2023

Data from ICMI also reveals that 76% of call center professionals believe bilingual support improves the customer experience, brand loyalty, and customer satisfaction. Your outsourced contact center partner will be responsible for QA on the agent side, and the OPI partner is responsible for performance managing interpreters.

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Contact Center Customer Care Average Handle Time Consumers 310

BlueOcean

APRIL 16, 2024

Blue Ocean, a world-leader in customer care solutions, was awarded a Silver Stevie® Award in the “Contact Center Outsourcing Provider of the Year” category at the 18th annual Stevie Awards for Sales & Customer Service. This is Blue Ocean’s fourth Stevie Award. Learn more about the Stevie Awards at www.StevieAwards.com.

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Contact Center 2024 Sports Customer Care 177

NICE inContact

NOVEMBER 26, 2018

Twenty years ago began a shift to contact center outsourcing to offshore locations, especially the Philippines and India, and away from the local market where customers on the other end of the phone were located. I’m old enough to remember all the hype and hyperbole that all contact centers would be offshore by 2010.

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Contact Center 2010 Competitive Advantage Call Recording 48

BlueOcean

JUNE 10, 2021

We took a deep look at recent data published by Ryan Strategic Advisory , surveying more than 600 contact center decision-makers. What’s the Outlook for Contact Center Budgets? For contact centers, things got tight as many saw a sustained drop in contact volume. But that data is a little deceptive.

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Customer Care Contact Center Omnichannel 2020 156

Advantage Communications

JULY 17, 2020

Are you looking to ramp up your customer service with the help of an outsourced contact center ? If so, your business is going to need to create a formal request for proposal (RFP).

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Contact Center Customer Service Customers 59

BlueOcean

JULY 16, 2019

Looking for an onshore contact center partner? 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. That means greater buying power when your outsourced customer care team is located in Canada. Added bonus?

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Contact Center Sports Culture Customer Care 174

BlueOcean

AUGUST 14, 2019

For brand-conscious organizations who have never outsourced before, there’s a common fear that putting your customer care in the hands of an outsourced partner effectively builds a wall between you and your customer. The right outsourced partner is obsessed with your customer. We beg to differ. We explore why below.

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Contact Center Customer Care Culture Brands 174

BlueOcean

JUNE 22, 2022

When it came to the contact center RFP, companies consistently required bidders to “Describe your telephony platform” and those with best-in-class products had a definite edge. So, what should you ask when you’re addressing contact center technology in your RFP? Every contact center approaches security in different ways.

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Contact Center Technology Tourism 2014 156

BlueOcean

MARCH 7, 2024

Blue Ocean, a world leader in customer care solutions, was named a Finalist today in the “Contact Center Outsourcing Provider of the Year” category in the 18 th annual Stevie ® Awards for Sales & Customer Service. This is Blue Ocean’s fourth time being recognized by the Stevie Awards.

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2024 Sales Customer Service Sports 177

BlueOcean

OCTOBER 6, 2020

We believe that every outsourcer should earn your business by delivering value day in and day out whether your relationship with them is in its first year or its 20 th year. Great companies are regularly assessing the ongoing value of their partnerships – but how do you measure the true value your contact center outsourcer is delivering?

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Customer Care Contact Center Net Promoter Score Metrics 156

BlueOcean

MAY 14, 2018

The purpose of a contact center RFP is no different: it’s an essential process to use when choosing an outsourcer. However, the contact center RFP is unique and can’t be modeled on the same old RFP template used for other services your company may procure. Sample Contact Center RFP Timeline.

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Contact Center Culture Article Definition 214

BlueOcean

AUGUST 30, 2018

In this environment, partnering with a solid outsourced contact center partner can be the best decision you can make. The best contact center partner will already be implementing automation in their customer care solutions for support scenarios where it makes sense. The Future of the Contact Center Agent Workforce.

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Customer Service Contact Center Customer Care Technology 232

BlueOcean

OCTOBER 23, 2023

(This is updated version of our most popular blogs: 52 RFP Questions (2013), 51 RFP Questions (2016), 60 RFP Questions (2020)) Every few years we update our recommended list of contact center RFP Questions. How many physical centers do you operate? Pricing Contact center pricing models vary from vendor to vendor.

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Customer Care Contact Center Culture Measurement 177

Advantage Communications

APRIL 17, 2019

If you’re looking to drive your business into the future and want to dramatically improve both your customer service and the overall customer experience of your brand, entering a new strategic partnership with an outsourced contact center is a significant decision for your business.

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Contact Center Brands Customer Service Customer Experience 45

Forrester's Customer Insights

MARCH 30, 2023

Webhelp is a well-established player in the contact center outsourcing space (especially in EMEA) and will provide Concentrix with the global coverage they’ve long lacked. […] Yesterday, Concentrix announced that they’re entering into negotiations to acquire Webhelp for $4.8B This is, of course, quite the acquisition!

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Contact Center Omnichannel Customer Engagement Engagement 26

BlueOcean

MAY 29, 2019

Picture this: You’re in the RFP process for a new contact center partner. You know exactly what you need in regards to channel support, reporting metrics, technical capabilities, agent training, and more, and the contact center RFP makes sure you’re checking all the boxes. You have a short list of participants.

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Contact Center Culture Brands Metrics 185

BlueOcean

JUNE 12, 2018

Contact center implementation is an art and a science, and over 24 years in business, we’ve learned exactly what it takes to make the smoothest transition possible. If you’re getting ready to outsource or to launch a customer service RFP process, here are critical factors for a successful launch. It’s that simple.

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Contact Center Communication Culture Customer Care 209

Advantage Communications

JUNE 1, 2021

Outsourcing your customer service program is appealing for a number of reasons. It can save your business money, dramatically improve your customer experience, build more loyal customers and help you design a better customer care strategy.

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Contact Center Customer Care Customer Service Customer Experience 96

Magellan Solutions

FEBRUARY 14, 2024

In recent years, the US healthcare industry has significantly increased its reliance on healthcare call center outsourcing companies to enhance patient care and operational efficiency. Healthcare organizations can hand off their growing call center needs and redirect resources toward core clinical care. This raises satisfaction.

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Call Center Healthcare Hospitality Insurance 98

BlueOcean

DECEMBER 18, 2023

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. The rate at which contact center technology has evolved accelerated during the pandemic years. She was blunt.

Contact Center 177

Contact Center Average Handle Time Customer Care Technology 177

Call Experts

OCTOBER 5, 2023

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations. Why are Call Centers Important?

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Contact Center Call Center 2027 Customer Satisfaction 105

Advantage Communications

MARCH 26, 2019

This is why outsourcing your customer service to a contact center can revolutionize your business. No matter the size of your business, what industry you serve, and whether you sell a product or service, your customer reputation relies heavily on delivering exceptional customer service that delights your clients.

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Contact Center Communication Exceptional Customer Service Customer Service 60

Magellan Solutions

APRIL 15, 2024

Most organizations worldwide are moving towards IT outsourcing in the digital era , viewing it as a strategic leaver towards increasing operational efficiency, optimizing costs, and gaining access to specialized skills. Cost: The Philippine IT Outsourcing market offers an outstanding value proposition at a competitive price.

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Culture Healthcare Contact Center Call Center 52

Magellan Solutions

JULY 5, 2016

One of the reasons why some companies refuse to outsource is because they believe they will lose their sense of control on the project. Contrary to what they think, outsourcing does not translate to relinquishing control of your company’s standards or giving up your business identity. Communication is key. Customizing goes a long way.

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Contact Center Call Center Communication Engagement 58

Advantage Communications

JULY 30, 2020

In fact, in a recent blog titled, ‘ How to Seamlessly Merge Employee Experience and Customer Experienc e ’, we looked at the innovative steps some contact centers are taking to infuse an incredible employee experience with world-class customer experiences.

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Contact Center Culture Customer Service Strategies Employee Experience 91

BlueOcean

SEPTEMBER 11, 2019

The document that will make or break your decision of which new outsourcer to partner-up with. A generic vendor RFP template may promise to make things easy, but when you’re about to hand over your customer interactions to an outsourced contact center, generic will only make things more difficult.

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Contact Center Document Download Article 174

Call Experts

APRIL 8, 2024

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations. Why are Call Centers Important?

Contact Center 52

Contact Center Call Center 2027 Customer Satisfaction 52

Magellan Solutions

MARCH 13, 2024

Did you know companies embrace offshoring and outsourcing to improve efficiency and cut costs? However, when it comes to the offshoring vs outsourcing debate, it’s crucial to understand the distinction between these two approaches and decide which best aligns with your business’s needs. What is Outsourcing?

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Culture E-support E Commerce Communication 105

BlueOcean

JULY 20, 2023

In our world of outsourced customer care solutions, one of the big challenges we continue to wrestle with on the sales side of things is the significant change in the contact center RFP process. On-site pitching and negotiations are critical to establishing long-term strategic partnership with your customer care outsourcer.

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Contact Center Travel 2020 Culture 294