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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.
How AI will Change Contact Center Work

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....
Contact Center Pipeline Top 5 Blog Posts

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

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...
3 Easy Agent Appreciation Ideas

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...
Contact Center Pipeline Top 5 Blog Posts

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

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...
Contact Center Pipeline Top 5 Blog Posts

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...
Leading Customer-Centric Change: Use Storytelling Techniques to Gain Top-Level Support

Leading Customer-Centric Change: Use Storytelling Techniques to Gain Top-Level Support

It’s no secret that, in some companies, the contact center doesn’t always get the respect it deserves. In today’s customer-driven business climate, you’d think...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in July

Our most-read posts in July included something for everyone—including insightful suggestions for improving employee engagement by top industry leaders; a two-step process to help...

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...