Susan Hash

Across industries, research reports are predicting that businesses can expect more change in the next five years than in the last 50. That certainly...

Millions of students returned to the classroom in August, which is National Back to School Month in the United States. In the contact center...

It has been almost 15 years since Bain & Company delivered its jaw-dropping statistic on the customer experience delivery gap. The firm’s research showed...

Contact centers may offer a wealth of data, yet the most meaningful customer insights often lie buried within stored conversations, transaction histories and survey...

What will you remember about July 2019? Fireworks? Record-breaking heat? Amazon Prime Day? If you found yourself otherwise occupied this month and missed some...

Say what you will about the gig economy, the concept holds high appeal for contact center agents who crave more control over their schedules....

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...