Susan Hash

Customer-centric brands have put considerable time and resources into honing their ability to track, understand, manage and differentiate the customer’s experience. Now business leaders...

Happy New Year! Many of us welcome the new year by reflecting on the past one. What were the hot topics for contact center...

This has been quite a month! We’re closing out the year and the decade. For Pipeline readers, the topics of interest were centered around...

Businesses are entering a new age of leadership. Ivory towers are crumbling across the country. The days of executives being disconnected from their customers,...

Do you ever stop to think about why a particular individual stands out in his or her profession? Many might point to qualities like...

For many, the holidays are a time to reflect, celebrate accomplishments and consider the year ahead. If that’s true for you, too, then you’ll...

The universal agent is certainly not a new concept for contact centers. Next-available agent routing models have long relied on the use of experienced...

Contact center leaders often find themselves faced with the challenge of having to quickly staff up to accommodate business growth and expansion. Identifying a...

Happy Halloween! We have plenty of treats in store for Pipeline readers with this collection of articles offering vital intelligence on industry trends, strategic...

The contact center’s data-intensive environment with its multitude of metrics can make it all too easy to fall into a “managing by metrics” mindset....

Credit unions are known for their commitment to serving their members. At a time when a growing number of businesses seem narrowly focused on...

Happy Customer Service Week! Hopefully, your Customer Service Week celebration has kicked off and your agents are basking in the glow of much-deserved recognition,...