Susan Hash

Coaching agents is arguably the most critical responsibility for frontline contact center management. Effective coaching is known to foster agent engagement, reinforce and expand...

Hoarding data has been the standard practice for most businesses for years. Whether it’s customer data, email, survey data, presentations, reports, zip files, log...

April is automation month. While that’s not an actual observance, automation-related topics definitely piqued the interest of our readers this month. Our recent chatbot...

Data protection systems and tools that are currently on the market offer robust protection against external cyber threats. For most businesses, though, the most...

Businesses are facing ever-increasing risks of fraud and cybercrime. Every day brings more reports of security breaches and compromised customer data. Cybercriminals are clever...

In this final post of our chatbot series, we’ve asked the panel members to give us glimpse into the trends and developments in chatbot...

Customers want easy access to information—and they want it quick. They also have little patience for self-service options that can’t understand their needs or...

Consumers are increasingly turning to virtual assistants to save time and effort in their personal lives. Similarly, chatbot technology offers considerable benefits internally to...

With consumers expecting anywhere, anytime access to conduct simple transactions, more businesses are deploying chatbots to handle routine and repetitive customer service tasks. Automation...

February may have been short on days, but it wasn’t lacking useful content for running your contact center operation. Popular posts in the past...

Frontline agents are under pressure to perform in a role that has become increasingly challenging due to more complex products and services, constantly updating...

It’s currently a job-seeker’s market with contact centers in tight labor markets facing stiff competition for top talent. Add to that the industry’s high...