Susan Hash

There is no doubt that artificial intelligence, robotics and automation in the contact center offer the potential to drive faster, more consistent around-the-clock service...

A lot of companies claim to put their employees first, but few actively seek the contact center staff’s input and take action on it....

What’s not to like about October… fall foliage, pumpkin spice lattes, Halloween and, in the industry, Customer Service Week. Our top 5 blog posts...

If the UPMC Health Plan contact center has a wall of fame for industry honors and awards, my guess is that it has long...

Customers expect choices when they need to reach out for service or support. They want to interact with brands via their preferred channel, be...

Happy Customer Service Week! No doubt you’ve already planned a week-long celebration for your customer care team that includes daily activities and recognition for...

The Labor Day holiday kicked off the month providing business leaders with the opportunity to reflect on the contributions of their workers and the...

In the contact center, recognition for a job well done does wonders for boosting morale and motivation. Research by the Society for Human Resource...

The end of August signals the end of the summer and, for many, a renewed focus on the workplace. For contact center professionals, this...

It’s no secret that, in some companies, the contact center doesn’t always get the respect it deserves. In today’s customer-driven business climate, you’d think...

Our most-read posts in July included something for everyone—including insightful suggestions for improving employee engagement by top industry leaders; a two-step process to help...

Adriana Thompson has been drawn to customer service roles throughout her career. That is not surprising given her positive outlook, natural charisma and genuine...