Deep CX: A Blue Ocean Podcast

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!

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!

Welcome back to Deep CX! We’ve got another member of the wonderful ONQ family with us today: Sean Hammerle, who is the company’s Chief Operating Officer and an award-winning motivational leader and speaker. We had the pleasure of being on hand back in June of 2022 when Sean was awarded the title of Best Contact Center Executive at The Contact Center World Awards in Orlando, Florida. The win came as no surprise—Sean is one of the most authentic, engaging, and hilarious people we’ve ever met. And he brings a very specific, genuine, and personal element to his leadership, which is incredible when you consider he leads 600 employees across three countries! We discuss Sean’s journey as an openly gay executive navigating new cultures, the importance of building a culture of family at your business, mentoring employees even when you know they’re going to leave, and so much more. It’s a wide-ranging conversation you won’t want to miss. Let’s dive in!

It’s time to talk about the RFP process! The launch of a program with any new partner is always a tricky time. After all, you’re just learning how to work together and there is so much at stake for your business, your customers, and the long-term success of your partnership. Blue Ocean has successfully launched dozens of programs over the years, including two new client programs just as the world went into lockdown. And we’re not ashamed to say that we’ve had some occasional rough starts, which taught us some important lessons. Today’s episode breaks down some straightforward considerations—learned from good launches and bad—that should help your process go just a little smoother. Let’s dive in!

On today’s episode of Deep CX, we welcome our first guest from the gaming industry: Tony Won. He is an expert at all things related to player support and has handled that task for industry giants like Riot Games and Epic Games over the course of his career—he even worked on the smash hit cross-platform game Fortnite! He has been a successful player support consultant for years thanks to his deep expertise in customer experience, video game development, live operations supporting functions, and much more. Video games are incredibly personal experiences for the people who play them, and it’s experts like Tony who make sure gamers feel taken care of. It’s a great chat, so let’s dive in!

Deep CX is BACK! Today we’re talking to Lucas Fuentes, Vice President of Training & Development with ONQ, a global leader in outsourced revenue cycle management. Lucas is an international award-winning training executive with a law degree from Universidad de Panama. He is also one of the most engaging presenters we’ve ever seen with a unique and hilarious approach to work and life. His enthusiasm is infectious, so we can’t wait for you to dive in!

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!

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!

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

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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!

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!