Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
BECOME
A MEMBER
TODAY TO:
CLICK HERE
TELL A
FRIEND
[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

Keep Your Contact Center in North America Without Breaking the Bank - Blue Ocean Contact Centers - ContactCenterWorld.com Blog

Keep Your Contact Center in North America Without Breaking the Bank

 

A quick trip down memory lane reminds us that the 1990s saw a massive rise in the practice of offshoring call centers. With the convergence of economic factors and technological advancement, it was seen as the cheap alternative for companies who required basic customer support solutions.

But times change – and so do customers. Today’s consumers expect personalized experiences – especially in complex care scenarios that transcend basic, transactional interactions. And that can only really happen with close cultural alignment as well as an environment that empowers agents to make better decisions.

Simply put, offshore doesn’t cut it. You know it – and your customers know it too.

....NOTE - content continues below this message

INVITATION

We invite you and your colleagues to join us online as we take the highest rated industry conference online - join us and the elite in the industry at the NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!

>>>>> FIND OUT MORE: HERE


....CONTENT CONTINUED BELOW

More and more companies are choosing contact center locations closer to home with rich talent pools where agents are not only fluent in their customers’ language but can also pick up on cultural nuances that are difficult to teach non-native speakers. Business leaders are realizing that linguistic and cultural barriers are detrimental to complex support scenarios.

That said, keeping your contact center onshore is, well, costly – mostly thanks to stronger economies and higher costs of living. Of course, if a differentiated customer experience and brand is important, it’s worth it.

Still, North American contact centers vary wildly in their costs and in their quality – how do you find what works best for you?

TL;DR – A differentiated customer experience is critical, but keeping it onshore can be expensive. Outsourcing your contact center to Canada can help you stretch your dollar while still gaining access to highly-educated, culturally-aligned talent.

Look North of the Border

We believe we have the answer to keeping your contact center in North America without breaking the bank – and without sacrificing quality: Look North of the border.

Most people think onshore means their search for an outsourcer is confined to the 50 US states (or even just 48 continental states). But despite being separated by politics, economies, and lines on a map, Canada – particularly metropolitan Canada – is an excellent alternative.

We explore a number of reasons for this below, but the short version is that Canada offers competitive cost factors, close cultural alignment, readily-available top talent, and attractive proximity. Read on!

Stretching Your Dollar in Canada

The US Dollar is strong right now, giving American businesses a lot of buying power outside their borders (one US Dollar currently equates to 1.33 Canadian Dollars). That’s not to mention the fact that the US and Canadian economies are closely linked, and the exchange rate hasn’t varied much for most of the last couple of decades. Economic outlooks project that this will be sustained for the foreseeable future.

Ultimately, you’re getting more bang for your buck by outsourcing to a Canadian contact center partner. Although your decision is more complex than price alone, there’s no denying that it is an important component. When all other factors are comparable, the projected ROI is what may ultimately lead you to choose one outsourcer over another. In Canada, that ROI may look significantly more attractive.

(Curious what pricing we can offer you? Just fill out our pricing request form here.)

Of course, we know you’re not just looking for a “cheaper” way to outsource your contact center. You want a more affordable option that doesn’t come at the sacrifice of amazing quality. Let’s explore some other ways Canada may be the answer for you.

Tapping into a Deeper Talent Pool

The US unemployment rate is at a record low, generally touted as a good thing. That said, it does make hiring significantly more difficult. With fewer people actively looking for jobs, companies are forced to get more creative in their recruitment strategies, poaching talent from competitors and overhauling their benefits programs to attract more people.

Though Canada’s unemployment rate is at near-historic lows also, it’s about two percent higher than the US – a difference that’s just significant enough to create a deeper talent pool. And those people are well-educated – more than 70% of adults in Halifax have completed a post-secondary program. That means we have extensive access to people who have the skills and competence to handle complex service scenarios in support of our clients and their customers.

Cultural Alignment Between the US and Canada

Canadians can chit-chat about the latest Superbowl/World Series/Stanley Cup playoffs just as easily as Americans – and you may be surprised by how often that conversation comes up on a customer call. Your friendly neighbors to the North are also equally adept at interpreting passing comments, slang, or tone of voice that indicate a customer’s attitude – information that can help these agents deliver a better customer experience.

Ensuring cultural alignment in your contact center program is likely why you’re choosing to onshore in the first place. These types of interactions are hard to measure and may seem inconsequential, but they are at the heart of next-level customer service. Being able to pick up on tiny details or chat about everyday topics are what makes a customer feel heard and valued. Those are the customers who stay loyal to your brand and often end up evangelizing their family, friends, and networks. 

Canada: Closer to Home Than You Think

Before you worry that the money you save in heading North will be eaten up by hours spent flying and driving to some remote Canadian town, bear in mind that provinces like Nova Scotia – home to our very own Blue Ocean offices – are a stone’s throw from New York. Not so remote after all.

Proximity matters because we do recommend that you get face-to-face with your outsourced contact center on a regular basis – and even before you make a decision to partner up (read why here). Most metropolitan Canadian cities, including our very own Halifax, offer nonstop flights to most major US cities. That’s a big deal.

Keeping Your Contact Center in North America Without Breaking the Bank

Choosing to keep your contact center onshore doesn’t necessarily mean you’ll be paying through the nose. If you want a more affordable option while maintaining high quality “wow” customer experiences, consider looking North of the border to Canada (we love it here!).

Source: https://blueocean.ca/keep-your-contact-center-in-north-america/

Publish Date: June 24, 2019 5:00 AM


2021 Buyers Guide Knowledge Management

 
1.) 
3Fiftynine

Branches
Combines knowledge management with call support as continue improvement.

2.) 
eGain Corporation

eGain Knowledge + AI
eGain's knowledge management software, powered with Case-Based Reasoning, an Artificial Intelligence technology, lets you provide intranet or extranet access to the common knowledge base, enabling contact center agents to provide distinctive, productive, and brand-aligned experiences in every interaction, across all channels and touchpoints.

3.) 
eGain Corporation

eGain Knowledge + AI
eGain Knowledge+AI™, the top-rated, analyst-awarded knowledge management software, guarantees quality customer service by infusing your customer service agents with knowledge, making all agents as productive as your best ones. By providing agents and other users a range of ways to get to information from the common knowledge base, it ensures fast, consistent, and accurate answers.

4.) 
FuzeDigital

FuzeDigital offers an affordable yet comprehensive knowledge base to answer your consumers' and staff questions. When assistance is needed, our email management system ensures your timely and accurate delivery of responses. Used by companies large and small that seek to deflect common questions while providing exceptional support.

5.) 
Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!

6.) 
Knowmax

Knowmax is a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.

7.) 
livepro

Knowledge Management software
livepro are experts in Customer Experience Knowledge Management and are passionate about improving customer experience. livepro is feature-rich yet easy to use, delivering answers to agents – not long complex documents to dig through. This makes customer service quicker, easier and more efficient. Staff require next to no training on complex procedures thanks to livepro’s intuitive design, which brings confidence up and training costs down.

8.) 
ProcedureFlow

ProcedureFlow is a step by step visual guide that supports agents as they navigate company processes. With a knowledge management solution that simplifies complex information, employees can spend less time searching and focus on what they do best. ProcedureFlow’s simple and intuitive platform enables contact centers to quickly and easily create, maintain, and update company processes in real time. With ProcedureFlow, teams can work more efficiently, better serve customers, and drive results that matter most to their business.

9.) 
Synthetix

Knowledge is your company's most valuable asset. An intelligent Knowledge Base can harness that asset, supporting your customers and empowering your agents.

Purpose-built with your users in mind, the knowledge base stores all information your customers need and search for, from policies to product details. Integral to CX, an intelligent knowledge base allows customers the freedom to self-serve whilst delivering them great results at their convenience.

Internally, the centralised knowledge base equips your employees with all the knowledge they require to assist customers, enhancing not only the way agents work, but the impact on CSAT.

Knowledge can be seamlessly integrated with your customer service tools to ensure complete coherence of information, even when it's updated.
 



View more from Blue Ocean Contact Centers

Recent Blog Posts:
What Happens to Customer Service When Unemployment Hits Historic Lows?July 3, 2019 5:00 AM
Keep Your Contact Center in North America Without Breaking the BankJune 24, 2019 5:00 AM
Oh, the Places You’ll Go: The 4 Contact Center Location ConsiderationsJune 13, 2019 5:00 AM
Before You Go to RFP, Get Friendly: A Guide to On-Site Contact Center VisitsMay 29, 2019 5:00 AM
Up Where Expectations Soar: Customer Care in the Age of EntitlementApril 15, 2019 5:00 AM
How to Engage Gen Z in the Contact CenterMarch 26, 2019 5:00 AM
Blue Ocean Wins 2019 Silver Stevie® Award in 13th Annual Stevie Awards for Customer ServiceFebruary 26, 2019 5:00 AM
Empowering Your Team to Deliver Kick-Ass Customer ExperienceFebruary 25, 2019 5:00 AM
Are You Using 1999 Metrics to Measure 2019 Customer Care?February 7, 2019 5:00 AM
Which 2019 Consumer Trends Will Impact Your Customer Experience Strategy?January 22, 2019 5:00 AM

CCWorld-TV

PROGRAMMING COMING SOON!

About us - in 60 seconds!

Submit Event

Upcoming Events

The place where the world's best meet and share their best practices!

A place for professionals to learn the latest and greatest strategies and ideas and to connect with the elite in the industry. 

This is the highest rated industry event with ... Read More...
 1127 

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =