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News : Blue Ocean Contact Center Agent Helps Change a Young Girl's Life
Blue Ocean’s agents collectively handle millions of contacts a year. Each successful resolution always brings about a satisfying sense of accomplishment. But every once in a while, people in our line of work get the opportunity to deliver a service experience that is truly life altering.
Blue Ocean’s Anthony Conrod didn’t know how significant an impact his work would make when he answered a Tier 2 order management call on a Tuesday afternoon in midsummer. It started as just another call in his workday supporting customers. Yet Anthony’s quick action, resourcefulness, and decisive problem solving made a world of difference in one young girl’s life.
The situation itself was desperate. Children’s Hospital Los Angeles (CHLA) had ordered several servers from Blue Ocean’s client. These servers are utilized in standing up a genomic sequencing environment for tailoring cancer treatments. A CHLA physician had a narrow window of time to run genomic sequencing to customize treatment for a particular pediatric cancer patient. When the necessary server was not completely ready to ship, the hospital reached out for support from their area manager with Blue Ocean’s client. That manager immediately contacted the team at Blue Ocean and the call was routed to Anthony. He quickly grasped the urgency and complexity of the problem: no single depot in the client’s order management network carried all the necessary server parts and time was of the essence. Undeterred, Anthony researched and accessed every available option around the world. Piece by piece, depot by depot, Anthony requisitioned every necessary component and, in what was nothing short of a small miracle, he was able to coordinate delivery for parts from points around the globe to CHLA by the next morning.
When all of the necessary pieces arrived, the team at CHLA was elated. Technicians on the ground in LA went into high gear. They completed the installation that same day and, on the day after, the doctor began running tests on the young girl. As a result of Anthony Conrod’s resolve, diligence, and empowered decision-making, that little girl is now receiving treatment.
"Anthony is a true hero to the patient, her family, CHLA and to me," said our client. And Anthony? He says he was just doing his job. "I am happy that my project management team and our client put their trust in me and that I was able to help."
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About Amy Bennet:
In her current role as Director, Communications for Blue Ocean, Amy oversees external marketing and sales communications as well as internal communications for the 600-person contact center. In that role, Amy continues to push marketing strategies and activities to new levels, creating attraction and consideration for Blue Ocean in the global contact center market. She plays an integral role in keeping the multi-generational workforce engaged and informed while contributing to the organization’s cool culture.
About Blue Ocean Contact Centers:
We thrive on delivering critical customer service solutions that go beyond transactional interactions. As such, our goal is to enhance lifetime customer value, providing support that is a reflection of your brand promise, even in high-pressure, complex customer service scenarios.
Published: Wednesday, August 19, 2015