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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.
Training Aligned

Is Your Contact Center Training Aligned with Organizational Goals?

It’s an unfortunate reality in many companies that staff development becomes an easy target anytime the budget needs to be tightened. Once training resources...
Recruiting and Retaining Talent

Recruiting and Retaining Top Talent

Is your current recruiting and hiring strategy the same one that’s been in place for the past five or 10 years? If so, you’ve...
long-term-view

Taking a Long-Term View of Culture Change

Employees at Sutter Physician Services, an affiliate of Sutter Health, say that it’s a great place to work—and high ratings from its employee experience...
End to End

3 Tips for Driving Process Excellence

Identifying the barriers that lead to a poor customer experience (and increased traffic to the call center) requires an enterprisewide review of customer touchpoints...
Customer-Centric-Change

Communicating Customer-Centric Change

Becoming a customer-centric organization typically requires a culture change that must be driven from the top. A collaborative approach that involves a close partnership...