When a Contact Center Became a Sales Engine — How CX Quietly Drives Revenue
A Story to Start In 2024, a home services company approached CP Spike with a problem: Sales were declining, churn was rising, and cost-per-acquisition had doubled. Yet something interesting was happening inside their contact center. Agents kept hearing customers say things like: “I didn’t know you offered that service.” “I wish someone told me about […]
When a Support Team Predicted Churn Before It Happened — Proactive CX in Action
A Story to Start In late 2023, a subscription-based software company noticed something alarming: churn among long-term customers had climbed by 18% in one quarter. What made this strange was that these customers weren’t issuing complaints. They weren’t contacting support. They weren’t escalating issues. They were simply quietly leaving. One analyst found a common pattern: […]
When a Single Escalation Exposed Systemic Weakness — Turning One Complaint Into Strategic Insight
A Story to Start In early 2025, a healthcare technology company received an email titled: “URGENT: If this is not resolved today, we will cancel our contract.” It was a single escalation — one frustrated customer, one issue. But what the leadership team discovered was much bigger: The customer had contacted support four times with […]
When a 5-Minute Callback Saved a Contract — The Power of Speed in CX
A Story to Start In 2024, a logistics company faced a major issue: a high-value B2B client reported a service failure and immediately signaled contract termination. The internal team escalated it, but no agent took ownership for over 30 minutes. When the complaint finally reached a seasoned team leader, he did something simple: he called […]
When a Misaligned SLA Nearly Destroyed a Partnership — Why Smart Contracting Protects CX
A Story to Start In late 2024, a fast-growing e-commerce company outsourced part of its support to a BPO provider. Both sides were excited. Both expected strong performance. Both signed what they believed was a “solid SLA.” Within two months, everything went downhill: The client complained the BPO was too slow. The BPO insisted they […]
When Self-Service Backfired — Why Human-First CX Still Wins in 2026
Learn why self-service systems often fail and how CP Spike’s human-first automation approach increases digital completion rates while reducing call volume.
When Coaching Turned a Struggling Agent Into a Top Performer
In 2024, a telecom support center had an agent named Julian. Julian wasn’t meeting KPIs — his AHT was high, CSAT was low, and his QA scores hovered around 58%. Leadership considered letting him go. But his team lead insisted on trying something different: A structured 6-week coaching plan. Each week focused on one specific […]
When “Silent Failures” Broke the Customer Journey
Silent failures are the hidden CX breakdowns customers never report. Learn how CP Spike identifies and resolves them to protect retention and experience quality.
When a Support Team Predicted Churn Before It Happened — Proactive CX in Action
See how early churn signals helped save over $1M in recurring revenue. Learn CP Spike’s proactive CX framework for predicting and preventing customer loss.
When a 5-Minute Callback Saved a Contract — The Power of Speed in CX
Fast response isn’t just a support metric — it’s a strategic CX lever that boosts retention, reduces churn, and protects revenue.