Susan Hash
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.
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...
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 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....
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...
QA in an Omnichannel World
Customers expect choices when they need to reach out for service or support. They want to interact with brands via their preferred channel, be...
Top 10 Posts for Customer Service Week Inspiration
Happy Customer Service Week! No doubt you’ve already planned a week-long celebration for your customer care team that includes daily activities and recognition for...
Top 5 Posts in September
The Labor Day holiday kicked off the month providing business leaders with the opportunity to reflect on the contributions of their workers and the...
Enhance Contact Center Engagement and Performance with Meaningful Recognition
In the contact center, recognition for a job well done does wonders for boosting morale and motivation. Research by the Society for Human Resource...
Top 5 Posts in August
The end of August signals the end of the summer and, for many, a renewed focus on the workplace. For contact center professionals, this...
