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Susan Hash

Susan Hash
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.
New Age Leaders in the Contact Center

Growing Leaders: The New Age of Mentoring

Mentorship is enjoying a resurgence in popularity, thanks largely to millennials and social networking. Mentoring is actually an age-old development concept with references reaching...

Inside View: TeleTech Learning and Performance

In contact centers, the first 90 days is known as the critical make-or-break period for new agents. New-hires can quickly be overwhelmed with information...
Growing Leaders: A New Approach to Learning & Development in the Contact Center

Growing Leaders: A New Approach to Learning & Development

Many of this industry’s most successful leaders started out on the phones… and yet, many call centers still suffer from a reputation for being...

Top 5 Posts in October

This month, thoughts of the graveyard were on the minds of workforce management professionals—graveyard shifts, that is. Our most popular post in October, by...
The Value of Communities

The Value of Communities

I always find it interesting to talk with leaders of customer-centric companies about the strategies and practices that contribute to their success. Lately, I’ve...
3 Easy Agent Appreciation Ideas

3 Easy Agent Appreciation Ideas

Hopefully, your Customer Service Week celebration is in full swing by now and your agents are basking in the glow of much-deserved recognition, food...

Top 5 Posts in September

Contact center professionals are already gearing up for the holiday season and beyond. One of our five most-read blog posts in September provided timely...
Millennial Contact Center Company Culture

Making the Millennial Connection: Culture

If there is one thing that Alorica’s VP of Talent Acquisition Teri Morse believes is the “secret sauce” for attracting and retaining millennial employees,...

Inside View: Valvoline

It has often been said that motor oil is the lifeblood of an automobile engine. While professional drivers and automobile enthusiasts know that using...
Leading Millennial Contact Center Agents

Making the Millennial Connection: Leading Your Agents

I think it’s safe to say that millennials are a force to be reckoned with. Often referred to as “Generation Disruption,” their influence on...

Top 5 Posts in August

Agent training, development and engagement were top of mind for Pipeline blog readers this month. One of our most popular authors, Mike Aoki, contributed...
Contact Center Trends - A Sole Source of Data

Hot Trends Impacting Contact Centers: A Sole Source of Data

In our mid-year series discussing hot topics impacting contact centers, we have presented insights from industry experts on employee engagement, IoT-enabled service strategies, artificial...