Susan Preiss

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 your o...

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 suc...

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...

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...

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...

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