Susan Hash
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.
Inside View: Elaine Avery, Atlantic Union Bank
Contact center leaders often find themselves faced with the challenge of having to quickly staff up to accommodate business growth and expansion. Identifying a...
Top 5 Posts in October
Happy Halloween! We have plenty of treats in store for Pipeline readers with this collection of articles offering vital intelligence on industry trends, strategic...
Contact Center Metrics Roundup
The contact center’s data-intensive environment with its multitude of metrics can make it all too easy to fall into a “managing by metrics” mindset....
Inside View: Suzette Robinette, Hiway Federal Credit Union
Credit unions are known for their commitment to serving their members. At a time when a growing number of businesses seem narrowly focused on...
3 Easy Ways to Appreciate Your Agents During Customer Service Week
Happy Customer Service Week! Hopefully, your Customer Service Week celebration has kicked off and your agents are basking in the glow of much-deserved recognition,...
Top 5 Posts in September
What was top of mind this month for Pipeline blog readers? Not surprisingly, many were interested in looking ahead to learn which near- and...
Inside View: Costa Del Mar
Anyone who spends time outdoors, especially on or near the water, is likely familiar with the Costa Del Mar brand. Costa sunglasses, known for...
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...
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...
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
Contact centers may offer a wealth of data, yet the most meaningful customer insights often lie buried within stored conversations, transaction histories and survey...
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...
