Susan Preiss

So You Finally Chose a Contact Center Outsourcer. What Next?

by Susan Preiss in Customer Service Outsourcing, Susan Preiss

So you made it through the contact center RFP process and your selection team made their final choice. Is the headache over? Can you finally hand over the metaphorical keys and let your new contact center outsourcer take the wheel? That would be nice, wouldn’t it? But we’ll be the first to admit that unfortunately it […]

 

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Contact Centers Give Your Customer Loyalty Program The Edge It Needs

by Susan Preiss in Loyalty Program Management, Susan Preiss

These days, just about everybody has a customer loyalty program. It’s become a vital touchpoint in the customer journey and for good reason: by some estimations the 12% to 15% of your customers who are loyal fans of your brand will make up 55% to 70% of your actual sales. By that logic, increasing the […]

 

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