Susan Hash

Susan Hash
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https://www.contactcenterpipeline.com/
Susan Hash served as Editorial Director of Contact Center Pipeline magazine and the Pipeline blog from 2009-2021. She is a veteran business journalist with over 30 years of specialized experience writing about customer care and contact centers.
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Call-Center-Inside-View-Feature

Inside View: NCR Silver

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VoC: Pinpoint the Calls that Matter

VoC: Pinpoint the Calls That Matter Most

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Empowerment drives continuous improvement mindset

Empowerment Drives Continuous Improvement Mindset

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Call-Center-Inside-View-Feature

A Glimpse Inside: Berlin Packaging

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Communicating-with-global-team Graphic

Tips for Communicating with a Global Team

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Mobile Self Service

Empower Customers with Mobile Self-Service

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New hire retention

A Tool to Drive New-Hire Engagement and Retention

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Home Agents

Home Agents: 4 Tips for Building a Cohesive Team Culture

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Frontline Coaches

Frontline Coaches: Ask Don’t Tell

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Co-Create-Experience

Co-Create an Experience that Customers Value

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Keeping Core Values

Keeping Core Values Top of Mind

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Training Aligned

Is Your Contact Center Training Aligned with Organizational Goals?

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Recruiting and Retaining Talent

Recruiting and Retaining Top Talent

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long-term-view

Taking a Long-Term View of Culture Change

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End to End

3 Tips for Driving Process Excellence

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Customer-Centric-Change

Communicating Customer-Centric Change

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