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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.
Inside View Aryka Berry, Origami Owl

Inside View: Aryka Berry, Origami Owl

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...
Leverage Customer Data to Deliver a Personalized Customer Experience

Leverage Customer Data to Deliver a Personalized Customer Experience

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...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in May

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...
Inside View: Randal Hiester, Health First

Inside View: An Interview with Randal Hiester, Health First

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...
Tips and Techniques for Coaching Success

Tips and Techniques for Coaching Success

Coaching agents is arguably the most critical responsibility for frontline contact center management. Effective coaching is known to foster agent engagement, reinforce and expand...
Protecting Customer Data in the Contact Center

Protecting Customer Data, Part 3: Shining a Light on Dark Data

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...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in April

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...
Protecting Customer Data in the Contact Center

Protecting Customer Data, Part 2: Top Internal Security Risk—Human Error

Data protection systems and tools that are currently on the market offer robust protection against external cyber threats. For most businesses, though, the most...
Protecting Customer Data in the Contact Center

Protecting Customer Data, Part 1: Balancing Customer Friction & Fraud Prevention

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...
Chatbots in the Contact Center

Chatbots in the Contact Center, Part 4: Improving CX & Aligning Solutions to Business...

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...
Chatbots in the Contact Center

Chatbots in the Contact Center, Part 3: Overcoming Customer Reluctance

Customers want easy access to information—and they want it quick. They also have little patience for self-service options that can’t understand their needs or...
Chatbots in the Contact Center

Chatbots in the Contact Center, Part 2: Internal Use and Adoption

Consumers are increasingly turning to virtual assistants to save time and effort in their personal lives. Similarly, chatbot technology offers considerable benefits internally to...