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Susan Hash

Susan Hash
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: Award-Winning Managers

What defines best-in-class performance? ICMI recently announced the finalists for its Global Contact Center Awards Program. The winners in each of the 12 categories...
Measuring FCR

Measuring FCR: Timing Affects Feedback Validity

Post-transaction surveys provide a customer-centric view of when first-contact resolution (FCR) has been achieved. But even with customer surveys, the most common methods often...
Training Social Care Agents

Coaching and Training Social Care Agents

If your contact center is among the many that are considering adding social media to the channel mix, one of your top considerations will...

Inside View: NCR Silver

One of the advantages of a small startup business is the flexibility to quickly adapt and respond to your customers’ needs. On the other...
VoC: Pinpoint the Calls that Matter

VoC: Pinpoint the Calls That Matter Most

One of the key advantages of a voice of the customer (VoC) platform over a traditional quality monitoring (QM) program is the ability to...
Empowerment drives continuous improvement mindset

Empowerment Drives Continuous Improvement Mindset

We operate in a fast-changing business environment. The processes that work well today can quickly become unwieldy and undercut your center’s performance tomorrow. Leading-edge...

A Glimpse Inside: Berlin Packaging

In this month’s Inside View column, Berlin Packaging’s Senior Manager of Business Development and Strategy Paul Mansour discusses how the company’s rapid growth through...
Communicating-with-global-team Graphic

Tips for Communicating with a Global Team

Globalization has become a key growth driver for many organizations—and it’s a trend that will continue to increase. Research by The Hackett Group has...
Mobile Self Service

Empower Customers with Mobile Self-Service

Many customers prefer to forgo the human interaction and opt to self-serve through a company’s website or IVR system. The rapidly growing popularity of...
New hire retention

A Tool to Drive New-Hire Engagement and Retention

Given the importance of the supervisor-employee relationship, what steps can companies take to ensure that frontline managers support new-hires through this critical period and...
Home Agents

Home Agents: 4 Tips for Building a Cohesive Team Culture

Over time, all work groups develop norms, which are the rules and expectations (either formally or informally established) that guide the team members’ behaviors....
Frontline Coaches

Frontline Coaches: Ask Don’t Tell

Despite the critical role that they play in employee satisfaction and retention, frontline supervisors often are not provided with the training on how to drive...