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Susan Hash

Susan Hash
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Susan Hash is the Editor of Contact Center Pipeline. She is a veteran business journalist with more than 20 years of specialized experience writing about customer care and contact centers.

Inside View: Adriana Thompson, Buildasign.com

Adriana Thompson has been drawn to customer service roles throughout her career. That is not surprising given her positive outlook, natural charisma and genuine...
Contact Center Executive Outlook on Employee Engagement

Contact Center Executive Outlook on Employee Engagement

Employee engagement continues to top the lists of management challenges—and with good reason. It’s a complex issue that directly influences the business—positively or negatively—through...
Call-Center-Inside-View-Feature

Inside View: Delta Vacations’ Customer Engagement Center

Most companies—and contact centers—have traditionally operated on the principle that the rules of the workplace always outweigh the needs of employees. Few companies have...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in June

June was a busy month for industry events, including the 2018 SWPP Annual Conference. WFM expert Tiffany LaReau of Human Numbers was onsite in...
Refining the Hiring Process

Refining the Hiring Process

What leader wouldn’t love to fill his or her contact center with highly skilled customer service professionals who will stay for a while and...
Call-Center-Inside-View-Feature

Inside View: Travelzoo

There are few things in life that inspire as much passion as travel. It has the power to change perspectives and transform lives. That’s...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in May

May has always seemed like a really packed month to me. There is so much going on—graduations, weddings, conferences, Mother’s Day, Cinco de Mayo,...
Contact Center Pipeline Magazine: Inside Our May 2018 Issue

Mobile Apps for Agents

Some things just go together like chips and salsa, Frick and Frack… millennials and smartphones. It doesn’t seem that long ago that managers were contemplating...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in April

Employee turnover is currently high across sectors and is expected to continue to rise throughout 2018. It comes as no surprise then that two...
Scheduling Flexibility: Tips to Empower & Engage

Scheduling Flexibility: Tips to Empower & Engage

By 2025, millennials will make up three-quarters of the global workforce. You have to give this generation their due for forging change in the...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in March

As we get ready to close the book on March, we wanted to make sure that you didn’t miss out on some of the...
Leveraging Digital Channels, Part 1

Leveraging Digital Channels, Part 2: Adapt to Your Customers’ Changing Preferences

Matt Wilbanks understands what it’s like to try to retain customers who never reach out when there’s a problem. As CEO and co-founder of...