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
Claim This Podcastby Blue Ocean Contact Centers
3.0(2 reviews)
19 episodes
Updated Daily
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Podcast Overview
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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Publishing Since
6/15/2022
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Recent Episodes
June 11, 2024
Ep 19 - This Doesn’t Have to Keep You Up at Night: How to Seamlessly Transition Your Outsourced Customer Care Program
<p>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!</p> <p><br></p> <p>Curious how Blue Ocean has succeeded in unique program launch scenarios? Check out this case study: <a href="https://blueocean.ca/customer-service-case-studies/case-study-new-customer-care-program-in-the-middle-of-a-pandemic/">How a Major US-Based Sports Association Launched a New Customer Care Program in the Middle of a Pandemic</a></p> <p><br></p> <p>Deep CX: A Blue Ocean Podcast is produced by <a href="https://echogravity.com/">echogravity</a></p> <p>Rate and review on Spotify, Apple Podcasts, and Google Podcasts!</p> <p>Follow Deep CX on <a href="https://www.instagram.com/deepcx_podcast/" target="_blank">Instagram</a>!</p> <p> </p>
March 27, 2024
Ep 18 - What's the True Cost of Your In-House Contact Center? (And How Does It Compare to Outsourcing?)
<p>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!</p> <p>Want to dig into some hard numbers? <a href="https://blueocean.ca/contact-us/pricing-request/">Request a pricing estimate today!</a></p> <p>Deep CX: A Blue Ocean Podcast is produced by <a href="https://echogravity.com/">echogravity</a></p> <p>Rate and review on Spotify, Apple Podcasts, and Google Podcasts!</p> <p>Follow Deep CX on <a href="https://www.instagram.com/deepcx_podcast/" target="_blank">Instagram</a>!</p> <p> </p> <p> </p>
January 24, 2024
Ep 17 - You're Asking the Wrong Questions Part 3: Contact Center BCP & the RFP
<p>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. </p> <p>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!</p> <p>Download the complete e-book: <a href="https://blueocean.ca/outsourced-customer-care-rfp-questions/">You’re Asking the Wrong Questions: Better Outsourced Customer Care RFP Questions for Your Loyalty Program</a></p> <p>Deep CX: A Blue Ocean Podcast is produced by <a href="https://echogravity.com/">echogravity</a></p> <p>Rate and review on Spotify, Apple Podcasts, and Google Podcasts!</p> <p>Follow Deep CX on <a href="https://www.instagram.com/deepcx_podcast/" target="_blank">Instagram</a>!</p> <p><br></p>
19 total episodes available
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Frequently asked questions
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- What is Deep CX: A Blue Ocean Podcast?
- How often does this podcast release new episodes?
This podcast updates daily.
- Where can I listen to this podcast?
This podcast is available on 4 platforms including Apple Podcasts, Spotify, and more. You can also use the RSS feed directly.
- Does this podcast accept guests?
Yes, this podcast regularly features guests.
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