Home Authors Posts by Susan Hash

Susan Hash

Susan Hash
159 POSTS 0 COMMENTS
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.
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...