Category: Industry Insights

Understanding and meeting customer expectations is crucial for sustained success, and customer feedback loops play a pivotal role in this process. Effectively collecting, analyzing, and acting on customer feedback ensures an organization has a vital source of insights for driving...

Emotional intelligence — or emotional quotient (EQ) — lies at the heart of every outstanding customer interaction. It involves understanding and managing one’s own emotions while effectively recognizing and responding to the emotions of others. It’s a critical skillset that...

Brian Wint — President of Operations and Finance at SSG — discusses his passion for customer experience (CX). Discover how SSG’s ON IT culture translates to top-tier performance, relentless pursuit of solutions, and uninterrupted peace of mind for our clients....

Lori Merritt — SVP of Client Services at Support Services Group — discusses personalized customer support for luxury brands. Find out how SSG ensures agents feel personally connected to our clients’ products and services, and see how this turns sales...

In luxury retail, the stakes are uniquely high when it comes to customer experience (CX). As Senior Vice President of Client Services at Support Services Group (SSG), I’ve seen firsthand how emotional investments and brand loyalty intertwine, creating a distinct...

Timothy Blank — Chief Revenue Officer at Support Services Group (SSG) — met with our thought leadership team to discuss the intricacies of business process outsourcing (BPO). With years of expertise in the industry, Tim shares valuable insights into why...