Susan Preiss

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 work with a wide variety of companies. Clients of all types turn to our company to make sure the...

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 Services, Susan Preiss. She explores the tale of two customer experience ...

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 our client’s customer care programs on hold wasn’t an option. Days before lockdown became mandatory in t...

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 the key factors pushing leaders to elevate and...

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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