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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.
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Top 5 Posts in February

February may be short on days, but that doesn’t mean that we’re short on content! Our five most-read blog posts of the month touched...
Creating a Successful Contact Center Culture is a Journey

Creating a Successful Culture Is a Journey

There are a variety of models for creating or transforming a workplace culture, but experts agree that culture must be approached as a long-term...
Call-Center-Inside-View-Feature

Inside View: Eileen Campbell, Horizon Utilities

Highly effective leaders can create the type of customer-centric environment in which frontline staff feel strongly committed to delivering exceptional service to their customers....
Top-5-Contact-Center-Blog-Posts

Top 5 Posts in January

January was a month of looking ahead, so it’s no surprise that four of the Top 5 most-read posts in recent weeks were about...
Contact Center Experts share their thoughts on the year ahead

A Look Ahead: 17 on ’17 (Part 4)

What are the trends that contact center leaders should know about in 2017? We asked 17 industry experts to share their thoughts across a...
Contact Center Experts share their thoughts on the year ahead

A Look Ahead: 17 on ’17 (Part 3)

Welcome to 2017! What are the trends that contact center leaders keep an eye on over the next 12 months? Part 3 of our...
Contact Center Experts share their thoughts on the year ahead

A Look Ahead: 17 on ’17 (Part 2)

It's the start of a brand-new year with new budgets, plans, outlooks and predictions. What’s in store for contact centers in 2017? We asked...
Contact Center Experts share their thoughts on the year ahead

A Look Ahead: 17 on ’17 (Part 1)

The last few years have brought constant change and evolution in customer expectations, technology, digital channels and how contact center leaders and solutions providers...
Top-5-Contact-Center-Blog-Posts

Top 5 Posts in December

Despite the flurry of holiday-related activities that take place in December, and the crunch time for centers in some sectors, Pipeline readers took the...
Top 5 Contact Center Case Studies for 2016

Top 5 Inside View Posts for 2016

Since the very first issue of Pipeline (March 2009), we have published a regular feature called Inside View. The column is devoted to recognizing...
Top 5 Contact Center Interviews for 2016

Top 5 Executive Talk Videos for 2016

In 2015, Pipeline Publisher Linda Harden hosted the first session of Executive Talk interviews at the Northeast Contact Center Forum’s (NECCF) annual conference at...
TOP 5 Contact Center Tips for 2016

Top 5 Quick Tips for 2016

Our Quick Tips posts are just that—brief posts providing advice or actionable items from industry experts. These are tried-and-true practices that have proven successful...