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Susan Hash

Susan Hash
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Susan Hash is the Editor of Contact Center Pipeline. She is a veteran business journalist with more than 20 years of specialized experience writing about customer care and contact centers.
Underutilized Metrics

Managing Seasonal Call Volume

It’s every contact center’s mission: Making sure that the right resources are in the right place at the right time. Things get a little...
Call-Center-Inside-View-Feature

Inside View: UPMC Health Plan

Guests of high-end hotels have come to expect over-the-top service from concierge staff. These well-trained individuals tap into their extensive knowledge of local services...
increase call center new hire retention with realistic job preview

Boost New-hire Retention with a Realistic Job Preview

In their eagerness to attract the best talent, companies often oversell the job during the recruiting process, which only increases early defections. Providing a...
Omnichannel: Tracking the Customer Experience

Staffing an Omnichannel Operation

Our omnichannel series continues with a look at the impact on the contact center agent’s job and skill sets. So far, this series has offered...
A key consideration for your social customer service team

Social Customer Service: When to Respond, When to Escalate

A key consideration for your social customer service team is determining whether they will respond only to certain types of posts or comments—or everything....
Call-Center-Inside-View-Feature

Inside View: Thomson Reuters

There is no doubt that speech analytics delivers great value to contact centers looking to improve processes, performance and customer experience. Getting the most...
First Steps on the Contact Center Omnichannel Journey

Omnichannel: Reevaluating the QA Process

Our omnichannel series has offered key insights from industry experts on the top challenges that contact centers face when transitioning their strategy from multichannel...
Author Q and A

Author Q&A: First, Engage Yourself

We all know that creating positive customer experiences requires highly engaged employees. The link between employee engagement and overall organizational success has been proven...
Using Customer Journey Mapping to Collect Customer Service Feedback

Customer Experience: Collecting Meaningful Feedback

As many of the discussions at Engage 2015, Verint's Global Customer Conference, highlighted, analytics provides valuable insights into customers’ needs and expectations. To really...
Key Metrics to Include in Your Call Center Omnichannel Strategy

Key Metrics to Include in Your Omnichannel Strategy

Our omnichannel series has offered key insights from industry experts on the top challenges that contact centers face when transitioning their strategy from multichannel...
lost art asking questions

Add Customer Feedback to the Quality Program

How do your customers really feel about the experience they had with an agent? Incorporating customer feedback into a quality program can help to...
Omnichannel: Tracking the Customer Experience

Omnichannel: Tracking the Customer Experience

So far, in our omnichannel series, we looked at the top challenges that contact centers face when transitioning their strategy from multichannel to omnichannel,...