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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.
Call-Center-Inside-View-Feature

Inside View: Tufts Medical Center

In any contact center, an agent’s ability to communicate in an efficient, friendly manner has a considerable impact on the outcome of the call....
The Digital Contact Center Workplace

Useful Tools for Your Digital Toolbox

How can you identify the digital opportunities that exist for your team? Think about how your staff communicates and collaborates (focus on the need,...
The Digital Contact Center Workplace

The Digital Workplace

No one can deny the remarkable impact that mobile technology has had on consumer behavior. Texting has displaced phone calls and email as the...
Call-Center-Inside-View-Feature

Inside View: Garden City Group

The modern call center may be evolving, but the industry is still struggling to overcome a negative reputation. Let’s face it: In many centers,...
A common cause of customer service new-hire turnover in contact centers

Quick Tip: How to Get Support from Other Functions

Departmental silos will stop a customer service initiative dead in its tracks. Silos also throw wrenches into daily service delivery goals when the contact...
Call-Center-Inside-View-Feature

Inside View: CARiD

When you think of brands that deliver service that “wows” customers, an automotive aftermarket parts and accessories business may not be the first thing...
A common cause of customer service new-hire turnover in contact centers

Quick Tip: How to Prevent Hiring Failures

I often ask leaders of award-winning contact centers what they think is the key strength of their operation. They almost always point to their...
Evaluate Frontline Contact Center Agents for Coaching

Evaluate Frontline Job Candidates for Coachability

Rapidly evolving technology and expanding product lines have contributed to an environment in which many frontline agents are finding it increasingly difficult to keep...
15 ideas for contact center management to show employees appreciation

15 Ideas for Showing Agents Appreciation: Ideas 11-15

Welcome to the final post in our agent appreciation series! The following are five more ideas for recognizing your agents as unique individuals who...
15 ideas for contact center management showing their agents appreciation

15 Ideas for Showing Agents Appreciation: Ideas 6-10

It’s the little things that you can do on a daily, weekly and monthly basis that make a huge difference in agents’ job satisfaction...
15 ideas for showing call center agent appreciation

15 Ideas for Showing Agents Appreciation: Ideas 1-5

August is a good time of the year to think about ways to recognize your frontline staff for the important role that they play...
A common cause of customer service new-hire turnover in contact centers

Quick Tip: End Team Huddles on a Positive Note

Taking the time to show frontline agents how much they’re valued is a critical role for the center management team—or should be. Jill Houghland,...