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Susan Hash

Susan Hash
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Susan Hash is the Editor of Contact Center Pipeline. She is a veteran business journalist with more than 20 years of specialized experience writing about customer care and contact centers.
Contact Center Trends - Artificial Intelligence, AI

Hot Trends Impacting Contact Centers: Artificial Intelligence

We can’t publish a series on trends without including artificial intelligence (AI). In our five-part series on hot topics that are impacting contact centers,...
Contact Center Trends - LoT enabled service strategies

Hot Trends Impacting Contact Centers: IoT-enabled Service Strategies

In our mid-year look at five“hot” topics that have been garnering much attention recently, our last post offered insights into why employee engagement is...
Call-Center-Inside-View-Feature

Inside View: Kristine Hartkopf, Freeman

Kristine Hartkopf’s customer service career trajectory is inspirational. It’s a perfect example of the potential for professional development that the contact center environment can...
Contact Center Trends - Employee Engagement

Hot Trends Impacting Contact Centers: Employee Engagement

You would expect to see a feature article about trends at the beginning of the year. We did that. But things shift quickly in...
Top-5-Contact-Center-Blog-Posts

Top 5 Posts in July

The Pipeline blog has been heating up all month! Our most-read topics in July included blog posts on aligning agent metrics with key customer...
Call-Center-Inside-View-Feature

Inside View: DAT Solutions

In the B2B world, where businesses tend to compete on price, DAT Solutions stands out as a shining example of a service-oriented company that...
Creating Career Paths for Contact Center Agents

Creating Career Paths for Agents

There is no doubt that technology has accelerated the pace of change in contact centers. Yet when it comes to the human element, some...
Question and Answer with Bob Furniss Contact Center Industry Veteran

A Q&A with Bob Furniss, ICMI’s Lifetime Achievement Award Recipient

In May 2017, the International Customer Management Institute (ICMI) recognized Bob Furniss, VP, Global Service Cloud Practice, Bluewolf, an IBM Company, with its Lifetime...
Top-5-Contact-Center-Blog-Posts

Top 5 Posts in June

If you’re compiling your summer reading list, think about adding a few industry-related instructional posts to your lineup. Hot topics on the Pipeline blog...
Improve Call Center Content Consistency with AI Infused Knowledge

Improve Content Consistency Across Channels with AI-Infused Knowledge

eGain’s SVP Worldwide Marketing Anand Subramaniam believes that delivering a consistent content experience is key to driving value for both customers and agents. According...
June Issue Blending Artificial Intelligence with Human Support in the Contact Center

Blending AI with Human Support

The future of work and the impact that artificial intelligence will have on the workforce has been a hot topic lately. The publicity has...
Top-5-Contact-Center-Blog-Posts

Top 5 Posts in May

Despite a lot of industry conference activity in May (or possibly because of), Pipeline readers found the time to read about contact center cost...