Member Since: 9th Aug 2016
Blogger
Blue Ocean Contact Centers
15th Apr 2019
Admit it, you love it when you’re handed that Starbucks beverage with your name spelled neatly and correctly on the side. Maybe that’s...
Blog
26th Mar 2019
Quick, is Gen Z old enough to work yet? No checking Wikipedia… Answer: Yes. While there is a bit of a gray area between where exactly...
Blog
25th Feb 2019
Quick, how many services or memberships do you subscribe to? One? Two? Twenty? You know your wallet is stuffed with membership cards (...
Blog
19th Feb 2019
It’s 2019, which means contact center metrics from 1999 are almost old enough for their first legal beer in the US (and already knocking...
Blog
25th Jan 2019
Let’s get real: once-transformative technologies that allowed businesses to respond to consumer needs with speed and agility no longer...
Blog
19th Jan 2019
One negative customer experience may seem like a drop in the ocean of all your customer interactions, but it’s never that simple. Consider...
Blog
17th Dec 2018
Four years ago, we reported that Americans would spend a forecasted $600 billion during the 2014 holiday season. In 2018, that number has...
Blog
3rd Oct 2018
What is a contact center statement of work (SOW) and how can it help to manage the relationship with the provider of your outsourced...
Blog
31st Aug 2018
Did you know that 32% of customers worldwide will quit doing business with a brand – even if they love it – because of just one bad...
Blog
9th Aug 2018
Planning for 2019 already? You’re in good company. Contracting a new contact center outsourcer may be one of the most impactful decisions...
Blog