5 episodes

Welcome to Deep CX, the official podcast of Blue Ocean Contact Centers, made by and for people who care deeply about the customer experience (or CX). Join us for musings on navigating the customer service industry, tips on getting the most from your outsourced CX partner, untold tales of call center heroism and horror, and much more. Let’s dive in!

Deep CX: A Blue Ocean Podcast Blue Ocean Contact Centers

    • Business

Welcome to Deep CX, the official podcast of Blue Ocean Contact Centers, made by and for people who care deeply about the customer experience (or CX). Join us for musings on navigating the customer service industry, tips on getting the most from your outsourced CX partner, untold tales of call center heroism and horror, and much more. Let’s dive in!

    Ep 5 - Contact Center Technology in Your RFP | You’re Asking the Wrong Questions

    Ep 5 - Contact Center Technology in Your RFP | You’re Asking the Wrong Questions

    Today on Deep CX, we want you to take a long, hard look at the contact center technology in your RFP. The days of telephony platforms and on-prem systems offering any sort of value are long gone. But we still see plenty of outdated questions on RFPs referring to these technologies of yore! It's a great reminder that, in our brave, new cloud-based world, you have to make sure you're asking the right questions to ensure your outsourced partner has the right technology for your needs. Wondering what to ask? Take a listen and find out!

    Based on a blog post by Barry Browne

    Deep CX: A Blue Ocean Podcast is produced by echogravity

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    • 8 min
    Ep 4 - What You Need to Know About Contact Center BCP When Outsourcing

    Ep 4 - What You Need to Know About Contact Center BCP When Outsourcing

    Deep CX: A Blue Ocean Podcast is back to tell you what you need to know about contact center BCP when outsourcing! Now more than ever, brands need to deliver on customer expectations with reliability and consistency. But what about when crisis hits? If the pandemic has taught us anything, it’s that investing in a robust business continuity plan (or BCP for short) is the best way to ensure that your foundation remains solid when the unexpected happens. As you evaluate your BCP with an outsourced partner, keep these tips in mind!

    Based on a blog post by Abby Saranchuk

    Deep CX: A Blue Ocean Podcast is produced by echogravity

    Rate and review on Spotify, Apple Podcasts, and Google Podcasts!

    Follow Deep CX on Instagram!

    • 8 min
    Ep 3 - Modern Hiring, Blue Ocean Style | A Conversation with Amy Bennet Roach

    Ep 3 - Modern Hiring, Blue Ocean Style | A Conversation with Amy Bennet Roach

    It’s the first of many interviews here at Deep CX! Amy Bennet Roach, Vice President of Sales and Marketing at Blue Ocean, sits down with Jeff Jones, Content Marketer and Podcaster, to discuss the current state of hiring. From the art of crafting compelling job descriptions to the many ways an outsourced customer care partner can lift up employees, you won’t want to miss these keen insights from one of the most compelling thought leaders in the field.

    Deep CX: A Blue Ocean Podcast is produced by echogravity

    Rate and review on Spotify, Apple Podcasts, and Google Podcasts!

    Follow Deep CX on Instagram!

    • 28 min
    Ep 2 - The Art of Winning the Contact Center Workforce Management Game

    Ep 2 - The Art of Winning the Contact Center Workforce Management Game

    Deep CX: A Blue Ocean Podcast is back with the mash-up you never knew you needed: customer experience and baseball. As it turns out, whether you’re running a call center or managing the Oakland A’s, things run smoothest when people pay attention to cold, hard statistics. Curious to learn how CX stats can help your company develop workforce planning that puts exactly the right resources in place at the right time, operating at peak performance all the while? This just might be the customer experience podcast for you. Step up to the plate and find out!

    Based on a blog post by Sean Miller

    Deep CX: A Blue Ocean Podcast is produced by echogravity

    Rate and review on Spotify, Apple Podcasts, and Google Podcasts!

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    • 10 min
    Ep 1 - The Truth About Attrition in the Contact Center

    Ep 1 - The Truth About Attrition in the Contact Center

    Welcome to Deep CX: A Blue Ocean Podcast! In this debut episode of our new customer experience podcast, we examine one of the dirtiest words you’ll hear in the contact center: attrition. But is it really that profane? Take a listen and you’ll soon discover that not all attrition is created equal. In fact, if you’re in the market for outsourced customer service, your understanding of attrition can influence your choice of partners in ways you might not realize. Let’s dive in and get smart about attrition rates!

    Based on a blog post by Patty Isnor

    Deep CX: A Blue Ocean Podcast is produced by echogravity

    Rate and review on Spotify, Apple Podcasts, and Google Podcasts!

    Follow Deep CX on Instagram!

    • 9 min