Support Services Group

We're excited to share that SSG is attending the CCW Executive Exchange in Scottsdale this November 05 - 07!     This year’s focus: moving beyond theory to align AI, infrastructure, and culture —empowering people and modernizing operations for lasting transformation. We’ll be there to share how SSG does exactly that.     If you're a CX or Customer Contact leader who's interested in networking, strategic event sessions, and sourcing solutions in the most effective way possible, you can request an invite here: https://lnkd.in/gF4ERhwF    Schedule a meeting with Timothy Blank onsite to learn about SSG, a global, high-touch Omnichannel BPO solutions company.     We provide a full suite of BPO services, including voice, email, chat, social media, and SMS support, as well as the ability to support back-office needs. We offer a tailored, integrated support system for our clients' diverse support needs. With our "ON IT" culture, we act with urgency and operate as a cohesive team no matter the scale or location of your operations.   @CustomerContactWeek     See you in Scottsdale! 

Holiday shoppers don’t think in channels but rather in experiences. Whether online, in-store, or in-app, they expect every interaction to feel connected and effortless. Brands that unify their service across channels resolve issues faster and build trust that lasts beyond the season. Schedule a consultation with SSG to create a seamless omnichannel experience this holiday season. #OmnichannelCX #CustomerExperience #RetailSupport #HolidayShopping

Holiday shoppers don’t think in channels but rather in experiences. Whether online, in-store, or in-app, they expect every interaction to feel connected and effortless. Brands that unify their service across channels resolve issues faster and build trust that lasts beyond the season. Schedule a consultation with SSG to create a seamless omnichannel experience this holiday season. #OmnichannelCX #CustomerExperience #RetailSupport #HolidayShopping https://lnkd.in/gTnU6u8h

What makes someone exceptional at luxury service? It’s not just product knowledge or professionalism; it’s storytelling, empathy, and balance. Jenn Dunfee and Mike Duplessis of Support Services Group explore the luxury service skills that truly matter — from emotional intelligence to the ability to stay composed under pressure. Discover how BPO agents who master these human qualities can turn everyday interactions into brand-defining moments. ▶️ Watch the full video to learn more. #LuxuryService #CustomerService #CX #EmotionalIntelligence #Storytelling

Peak shopping season brings incredible opportunities to build lasting customer relationships. While most retailers obsess over sales metrics, the smartest ones focus on customer experience KPIs that determine whether holiday shoppers become loyal customers after the prime shopping season ends. These five critical CX metrics drive more than holiday success — they enable retention and long-term satisfaction: 1️⃣ First Contact Resolution (measuring whether customers get solutions immediately) 2️⃣ Customer Effort Score (tracking how hard customers work to get help) 3️⃣ Average Response Time (because holiday shoppers are short on patience) 4️⃣ Customer Satisfaction scores (the ultimate relationship barometer) 5️⃣ Net Promoter Score (your best predictor of post-holiday loyalty). This holiday season, 73% of customers expect personalized experiences. They're not only comparing you to competitors but to every exceptional service experience they've had all year. The retailers who thrive don't just handle increased volume; they maintain service quality that turns first-time holiday shoppers into year-round advocates. That means your November customer service performance determines January retention rates. Are you giving customers an experience that brings them back? Learn how SSG leverages peak season metrics into long-term growth at https://lnkd.in/dRTHuA3y #HolidayCX #RetailMetrics #CustomerExperience #BPO #HolidayRetail

CX champions aren't born — they're developed through strategic investment in people, technology, and culture. Organizations that master agent enablement create competitive advantages through exceptional customer experiences that drive loyalty and growth. The key lies in understanding which elements truly transform good agents into great ones. Ready to develop your own CX champions? Schedule a consultation to discover how SSG's proven approach transforms agent performance and customer outcomes. #CXChampions #AgentTraining #EmployeeEngagement #CX #BPO

BPOs are using data to move beyond reactive problem-solving. By leveraging real-time monitoring, predictive analytics, and just-in-time staffing, contact centers are able to anticipate challenges before they impact performance. The result? Reduced costs, improved efficiency, and exceptional customer experiences. Ready to transform your contact center operations with predictive planning? Schedule a consultation to discover how SSG's data-driven approach delivers measurable results. #PredictiveAnalytics #BPO #Data #WorkforceManagement

What separates Small Purchases from BIG Purchases? 𝗜𝘁’𝘀 𝗺𝗼𝗿𝗲 𝘁𝗵𝗮𝗻 𝗰𝗼𝘀𝘁 — 𝗶𝘁’𝘀 𝗽𝘀𝘆𝗰𝗵𝗼𝗹𝗼𝗴𝘆. Find out 👉 Click the link to watch the video to discover how SSG develops agents who truly understand premium customer psychology. 👉https://lnkd.in/g_ibS5S5. Mainstream customers want speed, efficiency, and value. 𝗟𝘂𝘅𝘂𝗿𝘆 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿𝘀? They're seeking identity, affirmation, and an experience that matches their discerning standards. When someone contacts a luxury brand, they're not just asking for help; they're testing whether you truly understand their world. At SSG, we've discovered that training agents for luxury service isn't about teaching scripts. It's about understanding customer psychology and creating authentic connections that feel genuine, not performed. Our VP of Global Talent Development, Jennifer Dunfee and VP of People and Talent Acquisition, Michael Duplessis, reveal the secrets behind preparing agents to "speak luxury." #LuxuryRetail #BPO #CX #LuxuryCX #SSG

Most contact centers throw new agents into formal training programs and hope they survive the transition to live calls. Peer mentorship programs flip this approach, pairing new hires with experienced agents who've already mastered the art of turning difficult conversations into successful outcomes. The difference isn't just faster learning — it's agents who actually want to stay. Want to transform your new hire experience through structured peer mentorship? Schedule a consultation to discover how SSG builds learning programs that accelerate performance while improving retention. #Mentorship #AgentTraining #BPO

CSAT scores are down, but who’s to blame? Training blames talent acquisition for sending unprepared candidates. Talent acquisition blames training for failing to develop the people they hired. But what if these departments could work together seamlessly? At SSG, Jenn Dunfee, vice president of global talent development, and Mike Duplessis, vice president of people and talent acquisition, have cracked the code on true department partnership. "We’re two in a canoe," says Mike, "and if we’re rowing together, it's a lot easier than fighting each other." Discover how honest communication and shared responsibility transform traditional department friction into the kind of seamless teamwork that delivers exceptional results for clients and candidates alike. Learn how SSG's partnership-driven approach creates seamless customer experiences at https://lnkd.in/gnaaUK-5 #Collaboration #Synergy #BPO #Leadership #CX