Susan Preiss

How to Ease the Pain of Scaling Your Contact Center

by Susan Preiss in Contact Center Outsourcing, Customer Service Outsourcing, Strategic Partnership, Susan Preiss Business is booming? Great! There’s nothing we love more than a good growth story. Your revenue is skyrocketing, which usually means your...

The True Cost of Losing a Customer

One negative customer experience may seem like a drop in the ocean of all your customer interactions, but it’s never that simple. Consider these statistics from a recent survey from NewVoiceMedia: After experiencing poor customer service: •  37%...

Deck the Halls 2018: Coping with Peak Season Holiday Spikes in the Contact Center

Four years ago, we reported that Americans would spend a forecasted $600 billion during the 2014 holiday season. In 2018, that number has skyrocketed to a massive $1.1 trillion, according to data from Deloitte, which is more than a quarter of annual ...

The 3 Hottest Trends Impacting Outsourced Customer Care

The only constant in the customer care world is change, and if you don’t keep up, you’ll be left behind. That’s why we’ve compiled these must-read articles to keep you updated and give you some food for thought as you think about the future of…

The State of Social Customer Support in 2018

Remember when social media was the young upstart of the customer care channels and voice was still king? Way back in the good old days of the early 2010s…  It seems like a lifetime ago that we were asking ourselves how to handle customers in…

Can You Train Contact Center Agents in Empathy?

We already know most people hate calling tech support and even in basic customer service scenarios, consumers prefer to use self-serve options over contacting a customer service agent directly.  Regular readers of our blog know we frequently explore the factors that influence these choices...

How Does Customer Experience Impact Angry Customers?

We don’t want to ruin your good mood, but humor us for a moment and think back to a time when a company made you angry. Specifically, remember that moment you contacted customer service because of some error, mishap, or malfunction, only to hang...

Customer Journey Mapping in the Contact Center

Think back, for a moment, a time when you made a purchase of a product, service, or membership that has, for any number of reasons, caused you stress. Maybe the payment didn’t go through, maybe something was broken or malfunctioning, maybe it’s just...

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