Susan Hash

In the complex world of Medicare administration, no one understands the need to deliver quick, accurate and up-to-date information to program providers better than...

Summer has officially arrived and with it a few hot topics to add to your contact center reading list. Top blog posts in June...

In today’s customer experience era, the impact of a committed, people-focused culture is undeniable. Top customer-centric brands typically attribute much of their success to...

Customers are tired of being treated like numbers. They’re aware of how much of their information and feedback is being collected, and now consumers...

May is generally an event-loaded month for the industry. It’s also a time when blog readership spikes. This month, we saw a great deal...

Improving service quality and performance is a never-ending quest for contact centers. The quality management process, once mostly carried out post-call for management and...

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...