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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.
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...
Evolving from multi- to omnichannel call centers

Top Challenges When Evolving from Multi- to Omnichannel

While many organizations are currently providing multichannel customer service, few as yet have evolved their strategy and systems to deliver a true omnichannel customer...

From Customer Experience to Customer Engagement

Greetings from Engage 2015, The Verint Systems Global Customer Conference, in Las Vegas (June 8th-11th)! The event got off to a great start Monday...
Gamification Four Best Practices to Motivate Call Center Agents

Gamification: 4 Best Practices to Motivate Agents

A growing number of companies are using gamification in the contact center to motivate agents to improve their performance and skills. “We’re finding that...
Empower Frontline Staff with QM Tools

Empower Frontline Staff with QM Tools

How are leading-edge contact centers transforming their quality management tools to empower agents? Calabrio Innovation Center Manager Brad Snedeker identified the following four key...
Provide Call Center Staff Training in Customer Privacy Practices

Provide Staff Training in Customer Privacy Practices

With customer loyalty and profitability at stake, it’s important to have sound policies in place for managing and safeguarding customer information. Make sure that...