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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.

Tips and Techniques for Coaching Success

Coaching agents is arguably the most critical responsibility for frontline contact center management. Effective coaching is known to foster agent engagement, reinforce and expand...

Protecting Customer Data, Part 3: Shining a Light on Dark Data

Hoarding data has been the standard practice for most businesses for years. Whether it’s customer data, email, survey data, presentations, reports, zip files, log...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in April

April is automation month. While that’s not an actual observance, automation-related topics definitely piqued the interest of our readers this month. Our recent chatbot...

Protecting Customer Data, Part 2: Top Internal Security Risk—Human Error

Data protection systems and tools that are currently on the market offer robust protection against external cyber threats. For most businesses, though, the most...

Protecting Customer Data, Part 1: Balancing Customer Friction & Fraud Prevention

Businesses are facing ever-increasing risks of fraud and cybercrime. Every day brings more reports of security breaches and compromised customer data. Cybercriminals are clever...
Chatbots in the Contact Center

Chatbots in the Contact Center, Part 4: Improving CX & Aligning Solutions to Business...

In this final post of our chatbot series, we’ve asked the panel members to give us glimpse into the trends and developments in chatbot...
Chatbots in the Contact Center

Chatbots in the Contact Center, Part 3: Overcoming Customer Reluctance

Customers want easy access to information—and they want it quick. They also have little patience for self-service options that can’t understand their needs or...
Chatbots in the Contact Center

Chatbots in the Contact Center, Part 2: Internal Use and Adoption

Consumers are increasingly turning to virtual assistants to save time and effort in their personal lives. Similarly, chatbot technology offers considerable benefits internally to...
Chatbots in the Contact Center

Chatbots in the Contact Center, Part 1: Common Applications and Misconceptions

With consumers expecting anywhere, anytime access to conduct simple transactions, more businesses are deploying chatbots to handle routine and repetitive customer service tasks. Automation...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in February

February may have been short on days, but it wasn’t lacking useful content for running your contact center operation. Popular posts in the past...

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...