Deep CX: A Blue Ocean Podcast

Hosted by Blue Ocean Contact Centers

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Latest episode

Jun 2024

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EN-CA

About the show

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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19 recent

June 11, 20249 min

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 Rate and review on Spotify, Apple Podcasts, and Google Podcasts! Follow Deep CX on Instagram!

March 27, 20248 min

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!

January 24, 202410 min

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!

December 11, 202310 min

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!

October 27, 20239 min

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!

September 28, 20237 min

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!

July 24, 202337 min

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!

June 27, 20237 min

Ep 12 - The True Cost of Losing a Customer

Losing a customer is never as simple as losing a single sale. The impact is far-reaching, and companies must have a thorough understanding of the extent of this cost in order to understand the true importance of excellent customer service and experience. From a ruined reputation to a never-ending cycle of replacing old customers, the cost is considerable. Are you ready to protect yourself against this expense? Dive into the latest episode of Deep CX to learn more about the true cost of losing a customer and the negative ripple effects that poor customer service can cause. Based on a blog post by Susan Preiss Download our ebook: “Is a Strategic Contact Center Partnership Even Possible?” 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!

May 19, 20238 min

Ep 11 - Weighing the Pros and Cons of Cross-Trained Contact Center Agents

Deep CX is BACK to ask a fundamental contact center question: Is a dedicated team of contact center agents always the best solution? Not always! Let's say you've been charged with putting together an RFP for contact center services. Your company experiences both unpredictable spikes in volume and predictable and/or seasonal spikes. In addition, you are concerned about an outsourcer being able to fully represent your brand. There's so much to consider! When does having a dedicated team of agents to protect your brand take priority over the need to effectively conquer those spikes in volume? Does the need to handle the spikes capably take precedence over cost-effectiveness? Or, can a contact center outsourcer put together a program that takes care of all three priorities effectively? At Blue Ocean, we believe an out-of-the-box deployment of cross-trained agents can, in some instances, be a client’s best solution. Join us as we take a deep dive into the pros and cons! Based on a blog article by Kim Campbell Deep CX: A Blue Ocean Podcast is produced by echogravity Subscribe and leave a review on Spotify, Apple Podcasts, and Google Podcasts! Follow Deep CX on Instagram!

March 31, 202325 min

Ep 10 - A Very Special "Interview" with ChatGPT

Artificial intelligence has captured our collective imaginations—and in some cases, stoked our greatest fears. Are you wondering what kind of impact advanced AI tools like ChatGPT will have on the customer service industry and beyond? So are we! That's why we invited this exciting new technology to sit down with us for an "interview" on Deep CX. Amy Bennet, our intrepid host, wrote ChatGPT some probing questions about the customer experience, which generated some intriguing answers. After feeding those responses into a leading-edge text-to-speech module, we were able to simulate a real-time conversation with the world's most famous chatbot. The end result is an eerie-but-charming discussion about what the future holds for AI in the CX space. This is one interview you won't want to miss! 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!