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Susan Hash

Susan Hash
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Susan Hash is the Editor of Contact Center Pipeline magazine and the Pipeline blog. She is a veteran business journalist with 25 years of specialized experience writing about customer care and contact centers.

Innovative Training for the Contact Center

Frontline agents are under pressure to perform in a role that has become increasingly challenging due to more complex products and services, constantly updating...

Inside View: Michael Rotter, Aerotek

It’s currently a job-seeker’s market with contact centers in tight labor markets facing stiff competition for top talent. Add to that the industry’s high...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in January

A cold, dark January has translated into more time spent reading industry blogs. Pipeline readers kicked off the new year by browsing forward-looking topics...
How to be a Supervisor in the Contact Center

How to Be a Supervisor in the Modern Contact Center

Company cultures and leadership styles tend to shift over the years as they adapt to the behaviors and expectations of the dominant generation in...
Inside View Gopher Sport Contact Center

Inside View: Gopher Sport

Anyone who manages, or has managed, a school or community athletic program no doubt is already aware of Gopher Sport’s products and their reputation...
Top Contact Center Blog Posts 2018

Top 10 Posts in 2018

It’s hard to believe that 2018 is already drawing to a close! At year-end, it’s always interesting to pause and take a...
Top Contact Center Workforce Management Blog Posts 2018

Top 5 Workforce Management Posts in 2018

Workforce management is a blend of art and science—and without a doubt, an effective WFM strategy is vital to the successful operation...
Top Contact Center Technology Blog Posts 2018

Top 10 Contact Center Technology Posts in 2018

Advances in technology continue to accelerate an exponential rate. If you blinked in 2018, you may have missed the latest developments in today’s digital...

Recruiting for the Modern Contact Center

The competition for top talent is heating up. Contact centers in tight labor markets already are experiencing a shortage of skilled job candidates. For...

Inside View: Nate Brown, UL EHS Sustainability

Some people know from a young age exactly what they want to do. They pursue a vocation with dedication and never waver from their...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in November

Holiday travel provides a lot of down time (aka blog reading time) at the airport, on trains, as a car passenger. Pipeline blog readers...
How AI will Change Contact Center Work

How AI Will Change the Nature of Contact Center Work

There is no doubt that artificial intelligence, robotics and automation in the contact center offer the potential to drive faster, more consistent around-the-clock service...

Inside View: TaskUs

A lot of companies claim to put their employees first, but few actively seek the contact center staff’s input and take action on it....
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in October

What’s not to like about October… fall foliage, pumpkin spice lattes, Halloween and, in the industry, Customer Service Week. Our top 5 blog posts...

Inside View: UPMC Health Plan

If the UPMC Health Plan contact center has a wall of fame for industry honors and awards, my guess is that it has long...