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Susan Hash

Susan Hash
Susan Hash is the Editor of Contact Center Pipeline. She is a veteran business journalist with more than 20 years of specialized experience writing about customer care and contact centers.
Contact Center Self Service as a Customer Satisfying Experience

Culture: Work at Developing Good Habits

Creating a positive culture doesn’t happen overnight. But managers can learn how to be more positive. “Happiness is a skill,” says culture coach JoAnna...
A common cause of customer service new-hire turnover in contact centers

Quick Tip: Why Do Agents Join?

New-hire surveys can help to identify the breakdowns in trust that can occur early on when new agents decide that the job is not...

Involve Agents in the Scheduling Process

You can significantly reduce tardiness, absenteeism and employee dissatisfaction by getting frontline agents involved in developing new schedules, says Tiffany LaReau, Pipeline author and...
Key Drivers Contact Center Agent Engagement

4 Key Drivers of Agent Engagement

What is it that makes the agents in certain contact centers especially enthusiastic about their jobs and more committed to delivering a high-quality customer...

The Most Important Relationship for New-Hires

Study after study has highlighted the fact that employees don’t leave companies, they leave their bosses. The relationship that new-hires form with their managers...
The Power of Collaboration in the Contact Call Center

Technology to Empower Agents: Intelligent Desktops

An empowered work environment is one in which agents have a sense of ownership over their work and the right tools to do their...
A key consideration for your social customer service team

Giving Customers a Voice in Quality Monitoring

The voice of the customer is a valuable resource for improving agent performance and customer satisfaction. Incorporating customer feedback into the quality monitoring process...
Look Beyond Post Call Surveys to Measure Customer Experience across Multiple Touchpoints

Look Beyond Surveys to Measure Customer Experience

Contact centers typically rely on post-call surveys to gather valuable feedback from the customer's viewpoint. But how do you measure a customer experience that...
Call Center Customer Service Care Training Tip

Social Customer Care Training Tip

The open nature of social media conversations means that contact center leaders will need to think through their social customer service strategy separately from...
Survey Top Call Center Challenges and Priorities for 2016

Top Challenges & Priorities for 2016

I recently came across some notes that I took at a conference session on contact center management challenges. The attendees had been polled in...

Inside View: HomeServe USA

In recent years, some service providers have subscribed to the theory that companies should strive to provide a level of customer service that is...
4 Tactics to Drive Companywide Process Excellence

4 Tactics to Drive Companywide Process Excellence

Errors or oversights caused by staff and functions outside of the contact center can create a significant amount of call volume. Other departments can...