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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.
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,...
Contact Center Analytics in Action: Using VoC to Create a Better Experience

Analytics in Action: Using VoC Data to Create a Better Experience

Last month, some 1,200-plus contact center and operations leaders gathered in Las Vegas for Engage 2015—The Verint Systems Global Customer Conference, where they shared...
Call-Center-Inside-View-Feature

Inside View: Pacific Life

Agility is key to success in today’s rapidly changing business environment. No operation is more familiar with the need to quickly adapt to changes...
Omnichannel Strategy: How to Identify and Prioritize Customer Channels

Omnichannel Strategy: How to Identify and Prioritize Customer Channels

Last month, we shared insights from industry solutions providers about the top challenges that contact centers face when transitioning their strategy from multichannel to...
First Steps on the Contact Center Omnichannel Journey

First Steps on the Omnichannel Journey

In an earlier post, we shared some of the top challenges that contact centers face when transitioning from a multichannel approach to an omnichannel...
Rethinking Contact Center Metrics

Rethinking Contact Center Metrics: The Problem with Averages

While the contact center environment has evolved a great deal over the past decades, some metrics have not. Many centers focus on metrics that...
Create a Branded Customer Service Experience in Your Call Center

Create a Branded Service Experience

Companies spend millions each year on marketing and advertising to distinguish their products from their competitors. Yet after spending their time and resources to...
Call-Center-Inside-View-Feature

Inside View: VF Imagewear

Whether you’re in a restaurant, hotel, on a factory floor or dealing with local law enforcement or emergency services professionals, employees’ work uniforms influence...