19 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 19 - This Doesn’t Have to Keep You Up at Night: How to Seamlessly Transition Your Outsourced Customer Care Program

    Ep 19 - This Doesn’t Have to Keep You Up at Night: How to Seamlessly Transition Your Outsourced Customer Care Program

    Transitions are inevitable in business. But you don’t have
    to lose sleep over them! In this episode of Deep CX, we explore how to navigate one of the scariest transitional periods out there: switching from one outsourced customer care provider to another. We break down how to effectively transition while leveraging the benefits of using a collaborative cloud-based project management platform along the way. You’ll learn essential strategies that will help you achieve a smooth switch with no disruption to your operations or customer experience. Ready to manage legal challenges, facilitate knowledge
    transfer, and maintain operational efficiency? Let’s dive in!



    Curious how Blue Ocean has succeeded in unique program launch scenarios? Check out this case study: How a Major US-Based Sports Association Launched a New Customer Care Program in the
    Middle of a Pandemic



    Deep CX: A Blue Ocean Podcast is produced by echogravity

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    Podcasts!

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    • 9 min
    Ep 18 - What's the True Cost of Your In-House Contact Center? (And How Does It Compare to Outsourcing?)

    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!

     

    • 8 min
    Ep 17 - You're Asking the Wrong Questions Part 3: Contact Center BCP & the RFP

    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!

    • 10 min
    Ep 16 - You're Asking the Wrong Questions Part 2: Contact Center Attrition & the RFP

    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!

    • 10 min
    Ep 15 - You're Asking the Wrong Questions Part 1: Contact Center Technology & the RFP

    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!

    • 9 min
    Ep 14 – 5 Tough Customer Care RFP Questions in Today’s Hybrid World

    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!

    • 7 min

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