Susan Hash

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

Employee engagement continues to top the lists of management challenges—and with good reason. It’s a complex issue that directly influences the business—positively or negatively—through...

Most companies—and contact centers—have traditionally operated on the principle that the rules of the workplace always outweigh the needs of employees. Few companies have...

June was a busy month for industry events, including the 2018 SWPP Annual Conference. WFM expert Tiffany LaReau of Human Numbers was onsite in...

What leader wouldn’t love to fill his or her contact center with highly skilled customer service professionals who will stay for a while and...

There are few things in life that inspire as much passion as travel. It has the power to change perspectives and transform lives. That’s...

May has always seemed like a really packed month to me. There is so much going on—graduations, weddings, conferences, Mother’s Day, Cinco de Mayo,...

Some things just go together like chips and salsa, Frick and Frack… millennials and smartphones. It doesn’t seem that long ago that managers were contemplating...

Employee turnover is currently high across sectors and is expected to continue to rise throughout 2018. It comes as no surprise then that two...

By 2025, millennials will make up three-quarters of the global workforce. You have to give this generation their due for forging change in the...

As we get ready to close the book on March, we wanted to make sure that you didn’t miss out on some of the...

Matt Wilbanks understands what it’s like to try to retain customers who never reach out when there’s a problem. As CEO and co-founder of...