Susan Hash

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

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...

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...

Company cultures and leadership styles tend to shift over the years as they adapt to the behaviors and expectations of the dominant generation in...

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...

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...

Workforce management is a blend of art and science—and without a doubt, an effective WFM strategy is vital to the successful operation...

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...

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

Some people know from a young age exactly what they want to do. They pursue a vocation with dedication and never waver from their...

Holiday travel provides a lot of down time (aka blog reading time) at the airport, on trains, as a car passenger. Pipeline blog readers...

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...

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....

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...

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