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Susan Hash

Susan Hash
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Susan Hash is the Editor of Contact Center Pipeline magazine and the Pipeline blog. She is a veteran business journalist with 25 years of specialized experience writing about customer care and contact centers.
Make a long story short

Change Management: Common Mistakes That Kill Initiatives Midstream

Contact center leaders with the ability to embrace change and align functions across the enterprise play a key role in driving customer-centric change. But,...
A common cause of customer service new-hire turnover in contact centers

Quick Tip: Give Agents a Voice in Customer Initiatives

Successfully transforming into a customer-centric culture requires agent buy-in. Anna Convery, CMO & EVP Strategy at OpenSpan recommends getting agents more engaged in customer...
Contact Center Training Vs Skills Development Survey

Training Vs. Skills Development

In the Contact Center Challenges & Priorities Report released last month, contact center leaders revealed that one of their top priorities for 2016 is...
Non-Financial Motivators for Contact Center Customer Service Agents

3 Nonfinancial Motivators That Influence Behaviors

Pay is a critical consideration for most contact center employees in whether they stay or leave, and how they view their role—and many managers...
Create a Branded Customer Service Experience in Your Call Center

Defining the Branded Experience

How do you begin to translate your company’s brand promise into actions that your frontline agents can carry out? One of the key strategic questions...
What is an effective call center culture built upon

What Is an Effective Culture?

In a business sense, culture is defined (by Merriam-Webster) as “the set of shared attitudes, values, goals and practices that characterizes an institution or...
A common cause of customer service new-hire turnover in contact centers

Quick Tip: Engage Supervisors with Targeted QM Goals

In centers that suffer from high absenteeism, you'll typically find disengaged supervisors. Like agents, supervisors who are performing the same coaching tasks day in...
Five tips for leading millennial customer service agents in the call center

5 Tips for Leading Millennials

The millennial generation (those born between 1980 and 2000) has been described as the most high-maintenance workforce to date, but it can also be...
Hiring top performing call center agents

Hiring Top Performers

A well-developed agent profile will allow you to understand what makes an ideal candidate before you begin the hiring process. It’s important to have a...
Define customer interactions that impact customer satisfaction in the contact center

Define the Moments of Truth That Impact Customer Satisfaction

Once you begin to form a more holistic view of the customer’s journey, you can define the interactions that truly impact the customer experience—which...
A common cause of customer service new-hire turnover in contact centers

Quick Tip: Indicators Influencing FCR Performance

Even the most effective measures will not impact the company’s ability to deliver an exceptional experience if the feedback cannot be translated into improvements...
Invite contact center agents to spend time in the call center

Invite Your Peers to Spend Time in the Center

Inviting other department leaders into the center is a great way to provide them with first-hand knowledge of what goes on in the contact...