Andrew O'Brien
Andrew O'Brien
Andrew O'Brien is a results-driven strategic thinker. In his 15 years with Blue Ocean, Andrew has been instrumental in creating strategic solutions that build loyalty and help drive revenue for clients with complex support requirements. Under Andrew's watch, the operational culture of Blue Ocean is one of constant striving - for even greater efficiency, for dynamic innovation, and for the relentless pursuit of best-in-class performance.
Future State of the Contact Center: ChatGPT in Customer Experience
by Andrew O'Brien in Andrew O'Brien, Artificial Intelligence Talk of ChatGPT is everywhere from your LinkedIn feed to the evening news to, yes, this blog.…
Redundancy: Preparing Customer Care for Crisis Situations
by Andrew O'Brien in Contact Center Outsourcing, Contact Center RFP, Customer Service Outsourcing Redundancy. Business Continuity. Those are major check boxes in every RFP we’ve…
The Wall is a Myth: Getting Closer to Your Customer Through Outsourcing
by Andrew O'Brien in Andrew O'Brien, Contact Center Outsourcing, Customer Retention, Customer Service Outsourcing For brand-conscious organizations who have never outsourced before, there’s a common…
AI and Customer Care: The Future is Here
Siri, Alexa, and OK Google… these are the virtual interactions that Sci-Fi movies have portrayed for decades past. The future is, it seems, here at…
The Evolution of Self-Serve Customer Service
Ever have one of those days when you simply don’t want to talk to anyone? That day inevitably coincides with the renewed urgency of...
A Quick Guide to Comparing In-House Vs. Outsourced Contact Center Costs
If you’re already managing an in-house call center, you know that navigating the natural peaks and valleys of call volume presents a complex...
Beyond KPIs and Metrics: 3 Critical Measurements in the Outsourced Call Center
In the outsourced call center world, we measure everything in terms of percentages: minutes and seconds, dollars and cents. Measuring deep into the trenches...
6 Guidelines to Writing the Contact Center RFP
Trusting an outsourcing partner to interact firsthand with your customers goes beyond the typical transactional nature of most client-vendor relationships. The RFP process for...
Why the ‘Cookie Cutter’ Call Center Doesn’t Deliver High Quality Customer Experiences
There's something to be said about the consistent messages that are advertised by call center outsourcers. When companies are seeking a partner to handle...