Susan Hash

2020 was a tough year for contact center supervisors. While the quick shift to work-from-home was a shock to …

As COVID-19 restrictions ease, contact center leaders are planning what their future work environment will lo…

The sudden shift from on-premise to work-from-home (WFH) last year was an eye-opening experience for contact …

Many organizations weathered the COVID-19 crisis by focusing first on the welfare and well-being of their emp…

Agile thinking became the key to business survival during the COVID-19 crisis. Companies that could adapt qui…

2020 was marked by multiple pivotal moments, most of which have been embraced as long-overdue turning points …

Even as coronavirus cases continue to surge around the world, the rollout of COVID-19 vaccines has more compa…

Welcome, 2021! The new year always brings hope for new beginnings. Although COVID-19 is still the central foc…

You would be hard-pressed to find an executive who is a greater champion of contact center agents than Michae…

We are finally at the end of a turbulent 2020. It has been quite a journey-with many more months of market un…

Everyone could use a little more empathy these days. The desire to feel heard and understood is a basic human…

Like so many companies, PFS' customer care team had to make the quick shift from a fully on-premise operation…

This has been a grueling year-a marathon of fear, uncertainty and constant course-corrections. Throughout it …

It has been months since the COVID-19 crisis suddenly shifted entire frontline teams home to work. Customer s…

We are now midway through the third quarter of a year that will surely be remembered as one of the most chaot…

In 1979, when musician and entrepreneur Chuck Surack founded Sweetwater Sound, a mobile recording studio in t…

Work-related stress has been steadily climbing over the years due to an always-on workplace culture, 24/7 con…

The Customer Experience Professionals Association (CXPA) defines an outstanding CX practitioner as someone wh…

As the global economy gradually reopens under evolving guidance and safety protocols for companies, employees…

The impact of the coronavirus pandemic has been multilayered, creating widespread fear and stress over health…

It takes a skilled service professional to deliver a quick, competent response to a customer complaint. When …

The impact of the coronavirus pandemic continues to unfold, shifting last quarter’s priorities to the back-bu…

Human emotions are a tricky business. Researchers have been trying to understand and interpret emotions since…

Digital technology has enabled a feedback ecosystem of direct and indirect touchpoints through which companie…