Contact Center Customer Care Employee engagement outsourcing 
BlueOcean
JANUARY 23, 2024
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 $16/hour for a customer service rep. Yes, you can.
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. With this in mind, it can be helpful to assess how organized, prepared, and engaged a vendor is in a virtual setting.
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BlueOcean
JANUARY 20, 2023
If you’re faced with the decision to find a new customer care outsourcer in the post-pandemic era, now’s the time to dive in. And second, there’s no doubt that the pandemic and the social justice movement have evolved what you need from a customer service provider – and your RFP should reflect that. Hourly staff?
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. Describe your employee engagement strategies and measurement processes. Hourly staff?
BlueOcean
MAY 5, 2023
We’ve said it before and we’re not afraid to repeat it until the cows come home: using a boilerplate RFP in the process to find a new customer care outsourcer is a quick road to failure. You’re looking for a strategic partner who will interface with your customers day in and day out. That requires a custom RFP.
BlueOcean
AUGUST 6, 2020
You may have pushed pause on your decision to find a new customer care outsourcer, but now’s the time to dive back in. And second, there’s no doubt that the pandemic and the social justice movement has evolved what you need from a customer service provider – and your RFP should reflect that. Hourly staff? Agent Profile.
BlueOcean
NOVEMBER 29, 2023
At Blue Ocean, we have long held the position that the customer experience and the employee experience are inextricably linked. We’ve said it so often it’s become cliché, but we stand by the concept that happy employees make for happy customers, and in outsourcing, happy customers make happy clients.
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