Susan Hash

Ashley Cruz was just 21 years old when she was incarcerated at Perryville Correctional Facility in Arizona. She was a mother with two young...

February may be short on days, but not on thoughtful content from our expert authors. Our top 5 most-read posts for the month ranged...

If her life had followed an expected path, Annette Franz would have spent the past 27 years pursuing a career in veterinary medicine. But...

The start of the new year is always filled with predictions about which technologies, practices or strategies you need to keep on your radar....

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...