Deep CX: A Blue Ocean Podcast Blue Ocean Contact Centers
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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!
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Ep 18 - What's the True Cost of Your In-House Contact Center? (And How Does It Compare to Outsourcing?)
Deep CX is back to compare the costs of running an in-house contact center with the costs of outsourcing. It’s not as straightforward as you might think! Sure, there are the obvious expenses like wages, but don’t forget about the intangible factors like brand impact and employee engagement. There’s also human capital, attrition,
technical infrastructure, and a lot more to consider. Bottom line, don’t make any big decisions regarding your contact center before listening to this episode to better understand the costs!
Want to dig into some hard numbers? Request a pricing
estimate today!
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!
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Ep 17 - You're Asking the Wrong Questions Part 3: Contact Center BCP & the RFP
In this final installment of "You're Asking the Wrong Questions," we explore how world-shaking events like the pandemic have forever changed Business Continuity Plans (BCPs) in customer contact centers. There’s undoubtedly been a shift from traditional models to agile, hybrid frameworks that blend on-premises and remote work. This necessary sea change has created a critical need for tailored BCPs that focus on maintaining exceptional customer experience during crises.
But how do you ensure that your outsourced customer care partner has the ideal BCP for you? Hint: You don’t get there by asking the same BCP-related questions you did five years ago. Let’s dive in and learn more!
Download the complete e-book: You’re Asking the Wrong Questions: Better Outsourced Customer Care RFP Questions for Your Loyalty Program
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! -
Ep 16 - You're Asking the Wrong Questions Part 2: Contact Center Attrition & the RFP
Welcome back to the second installment in our three-part
series: You're Asking the Wrong Questions. In Part 2, we get into the challenges in assessing attrition rates during the RFP process for outsourced customer care providers. Not all attrition is the same, and depending on what type you’re dealing with, there are different ways to calculate actual rates. After listening to this episode, you’ll be well-equipped to ask specific, well-defined questions to get the most meaningful data to make your decision.
Download the complete e-book: You’re Asking the Wrong Questions: Better Outsourced Customer Care RFP Questions for Your Loyalty Program
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! -
Ep 15 - You're Asking the Wrong Questions Part 1: Contact Center Technology & the RFP
Deep CX is back with the first installment in our three-part series: You're Asking the Wrong Questions, based on our latest e-book of the same name. We hate to correct you like this in public, but hear us out! All too often, RFPs are based on boilerplate or outdated questions. If your RFP questions are a little stale or generic, chances are you’re not going to get the full picture. It’s possible you’ll end up signing on with a vendor that isn’t the right fit, and you’ll be back at square one with a new RFP process much sooner than you’d like.
Part 1 of You're Asking the Wrong Questions delves into contact center technology. In this episode, we unpack Blue Ocean's recommendations as an outsourcer supporting some of the world's best brands in verticals from SaaS to travel and tourism. Let's dive in!
Download the complete e-book: You’re Asking the Wrong Questions: Better Outsourced Customer Care RFP Questions for Your Loyalty Program
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! -
Ep 14 – 5 Tough Customer Care RFP Questions in Today’s Hybrid World
Ever used a generic RFP to find a customer care outsourcer? Chances are, it didn't quite hit the mark. A one-size-fits-all approach doesn't work when you're hunting for the ideal partner who will engage with your customers on a daily basis. And with the rise of remote and hybrid work, this challenge becomes even more prickly. Times have changed, and your RFP should, too. Well, lucky for you, Blue Ocean has your back once again! Today’s episode of Deep CX breaks down five tough customer care RFP questions tailored for today's hybrid world. Let’s dive in!
Download our outsourced contact center RFP template!
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! -
Ep 13 - Diversity, Equity, and Belonging with Sean Mohammed
On this special episode of Deep CX, Amy sits down with
Blue Ocean’s very own Senior Manager of HR, Sean Mohammed, to discuss diversity, equity, and belonging. And with Halifax Pride Festival happening this month, the timing couldn’t be better to shine a light on the issues facing our LGBTQ2S+ communities in Halifax, Nova Scotia, and around the world. Join Amy and Sean as they break down the evolution of diversity in the outsourcing industry, the importance of listening to your employees and customers, how to tell if you’ve successfully created a safe space, the nuances of putting process around cultural issues, and much more. Let’s dive in!
Visit the Canadian Centre for Diversity and Inclusion for more resources
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!