Susan Preiss

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 evolve their customer service approach. We often talk about omnichannel as the ultimate goal for any and every customer service solution. But there’s a lot to unpack when it comes to creating and sustaining an effective, elegant […]

 

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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 customers are buying more and you’re gaining more customers. Of course, growth spurts often go hand-in-hand with growing pains. Have you also noticed more customers calling or messaging with questions and concerns? Higher […]

 

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The True Cost of Losing a Customer

by Susan Preiss in Contact Center Outsourcing, Customer Retention, Customer Service Outsourcing, Susan Preiss

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% of customers would change their supplier •  28% would post a negative online review •  26% would […]

 

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