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Susan Preiss

Susan Preiss
As Vice President, Client Services, Susan Preiss has prime responsibility for client services throughout our operations. This is both an inward-looking role as a change agent for continuous improvement of internal operations and a client-facing role as we constantly strive to add value for our clients.Susan Preiss joined Blue Ocean in 2013 as project manager with responsibility for a team of more than 130 agents and specialists providing logistics support for the world leader in networking technology.

This Call May Be Recorded: How Conversation Intelligence Is Transforming the Contact Center Industry

Customer care QA processes are moving from limited sampling to real-time, holistic analysis thanks to emerging conversation intelligence technologies that impact every corner of...

CX Day 2021: A Reflection on My Customer Experience Journey

by Susan Preiss in Customer Experience, Customer Service Trends, Susan Preiss As the Vice President of Client Services for Blue Ocean, I am fortunate to…

Comparing the Online vs In-Person Customer Experience: A Personal Story

by Susan Preiss in Customer Experience, Measuring Customer Service Performance, Susan Preiss In this article, we share a first-person experience from our Vice President, Client…

The Pivot to 100% Remote Training in the Contact Center

by Susan Preiss in Call Center Agents, Customer Service Trends, Susan Preiss When the world hit the pause button in the face of COVID-19, putting…

Unraveling the Tangled Vines of Omnichannel Customer Care

by Susan Preiss in Contact Center Outsourcing, Customer Service Outsourcing, Omnichannel Customer Service, Susan Preiss Competitive pressures, customer expectations, and emerging technologies are some of…

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…

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…

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…

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…

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…

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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