Verint
Home Authors Posts by Susan Hash

Susan Hash

Susan Hash
248 POSTS 0 COMMENTS
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.
Contact Center Executive Outlook 2020 Feature

Contact Center Executive Outlook on 2020 and Beyond

Across industries, research reports are predicting that businesses can expect more change in the next five years than in the last 50. That certainly...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in August

Millions of students returned to the classroom in August, which is National Back to School Month in the United States. In the contact center...
Bridging the Gap Between Expectations and Experience

Customer Centricity: Bridging the Gap Between Expectations and Experience

It has been almost 15 years since Bain & Company delivered its jaw-dropping statistic on the customer experience delivery gap. The firm’s research showed...
Inside View: Fannie Mae

Inside View: Fannie Mae

Contact centers may offer a wealth of data, yet the most meaningful customer insights often lie buried within stored conversations, transaction histories and survey...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in July

What will you remember about July 2019? Fireworks? Record-breaking heat? Amazon Prime Day? If you found yourself otherwise occupied this month and missed some...
July 2019 Feature Cover Image, Contact Center Pipeline

On-Demand Is in Demand: Online Talent Platforms Are Shaping the Future of Work

Say what you will about the gig economy, the concept holds high appeal for contact center agents who crave more control over their schedules....
Inside View Jerri Pigg-Shoemake

Inside View: Jerri Pigg-Shoemake, WPS Government Health Administrators

In the complex world of Medicare administration, no one understands the need to deliver quick, accurate and up-to-date information to program providers better than...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in June

Summer has officially arrived and with it a few hot topics to add to your contact center reading list. Top blog posts in June...
Inside View Aryka Berry, Origami Owl

Inside View: Aryka Berry, Origami Owl

In today’s customer experience era, the impact of a committed, people-focused culture is undeniable. Top customer-centric brands typically attribute much of their success to...
Leverage Customer Data to Deliver a Personalized Customer Experience

Leverage Customer Data to Deliver a Personalized Customer Experience

Customers are tired of being treated like numbers. They’re aware of how much of their information and feedback is being collected, and now consumers...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in May

May is generally an event-loaded month for the industry. It’s also a time when blog readership spikes. This month, we saw a great deal...
Inside View: Randal Hiester, Health First

Inside View: An Interview with Randal Hiester, Health First

Improving service quality and performance is a never-ending quest for contact centers. The quality management process, once mostly carried out post-call for management and...