Susan Hash
Susan Hash is the Editorial Director of Contact Center Pipeline magazine and the Pipeline blog. She is a veteran business journalist with 28 years of specialized experience writing about customer care and contact centers.
How to Foster Diversity & Inclusion in the Contact Center
2020 was marked by multiple pivotal moments, most of which have been embraced as long-overdue turning points for businesses and the work environment. A...
Top 5 Posts in March
March is a transitional month—warmer days and more sunlight signal the end of winter. March 2021 also brings more COVID-19 vaccinations across the country...
Planning a Safe Return to Work in the Contact Center
Even as coronavirus cases continue to surge around the world, the rollout of COVID-19 vaccines has more companies planning for the eventual transition back...
Inside View: Michael Lawder, Chief Experience Officer, ASAPP
You would be hard-pressed to find an executive who is a greater champion of contact center agents than Michael Lawder. When he talks about...
Top 5 Posts in February
This February seemed to blow past, yet we had a lot of activity on the Pipeline blog. We’re still early into the new year,...
Moving Forward: What Will 2021 Bring for Contact Centers?
Welcome, 2021! The new year always brings hope for new beginnings. Although COVID-19 is still the central focus of our everyday lives, the contact...
Leading with Empathy: Demonstrate Understanding, Care and Compassion for Customers and Employees
Everyone could use a little more empathy these days. The desire to feel heard and understood is a basic human need, and one that...
Managing Through COVID-19: A Roundup of Tips, Tools and Tech for Contact Centers
We are finally at the end of a turbulent 2020. It has been quite a journey—with many more months of market uncertainty and workplace...
Reducing Customer Service Friction
It has been months since the COVID-19 crisis suddenly shifted entire frontline teams home to work. Customer service operations in the hardest-hit industries are...
Inside View: Sweetwater Founder & CEO Chuck Surack
In 1979, when musician and entrepreneur Chuck Surack founded Sweetwater Sound, a mobile recording studio in the back of his VW bus, he never...
Inside View: PFS
Like so many companies, PFS’ customer care team had to make the quick shift from a fully on-premise operation to a work-from-home model during...
Top 5 Posts in October
As we entered Q4 of a uniquely challenging year, our most-read posts in October reflected that contact center management are well into their annual...
How to Apply Predictive Analytics to Post-COVID Recovery, Part 2
As contact center leaders plan for the post-pandemic recovery—both short- and long-term—where can they turn for reliable insights for informed decision-making? Contact centers that...
How to Apply Predictive Analytics to Post-COVID Recovery, Part 1
We are now into the final quarter of a year that will surely be remembered as one of the most chaotic in history. Many...
Customer Service Week 2020 Wrap-Up
We’re wrapping up Customer Service Week 2020 with themes, activities and comments from Fara Haron of Majorel, Mark Pereira of Briljent, and Centrical’s Gal...
More Customer Service Week 2020
In our second post on Customer Service Week 2020, Sitel Group’s Olivier Camino and Sweetwater’s Jeff Ostermann provide insights into their companies’ employee experience...
Customer Service Team Appreciation 2020
This has been a grueling year—a marathon of fear, uncertainty and constant course-corrections. Throughout it all, frontline customer service staff across industries have stepped...
Top 5 Posts in September
The round-up of most-read blog posts in September offer telling clues about what’s top-of-mind for contact center leaders these days. At the No. 1...
Preventing Contact Center Agent Burnout
Employees everywhere are struggling with severe increases in stress and anxiety brought on by the coronavirus pandemic. Fear of being exposed to the virus...
COVID-19 Impact: Recalibrating Human & AI Roles, Part 3
In this final installment of our three-part series on COVID-19’s impact on contact centers, our panel discusses how the rapid move to adopt or...
