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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.
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...
Call-Center-Inside-View-Feature

Inside View: Kayla Adair, DiCentral Corporation

A crucial part of every company’s sales and service process takes place behind the scenes where a team of talented professionals helps to make...
Leveraging Digital Channels, Part 1

Leveraging Digital Channels, Part 1

There is no question that skilled agents offer the best opportunity to save unhappy customers who are at risk of leaving. But how do...
A common cause of customer service new-hire turnover in contact centers

Quick Tip: 3 Practices for Retaining Top Talent

As the job market continues to improve, holding onto skilled service staff will be a top challenge for contact centers. Competitive wages are no...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in February

Frigid temperatures contribute to increased indoor activities… like reading contact center blogs! Our top posts in February included a call center and nonprofit partnership...
Create a Contact Center Coaching Culture

Is Your Organization Ready for a Coaching Culture?

When it comes to culture, lasting change starts at the top with the leadership team. “Employees are ready to be engaged and empowered,” says...
Call-Center-Inside-View-Feature

A Call Center and Nonprofit Partnership Connects Homeless with Jobs

On a single night in 2017, 553,742 people were experiencing homelessness in the United States, according to the Department of Housing and Urban Development....
Create a Contact Center Coaching Culture

Create a Coaching Culture

Mention the word “coaching,” and most contact center professionals might think of the supervisor-to-agent feedback session that takes place as part of the QM...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in January

It's not surprising that contact center predictions for 2018 accounted for two of the most popular posts in January. What other topics piqued readers'...
Call-Center-Inside-View-Feature

Inside View: FCCI Insurance Group

These days, skilled job candidates put just as much thought and effort into scrutinizing potential employers as companies do screening applicants. The best candidates—those...
Contact Center Pipeline Magazine Inside Our January 2018 Issue

Embracing Remote Work

The ability to work from home continues to top the list of desired benefits for employees seeking better work-life balance. Over the past five...
Top 10 Posts of 2017

Top 10 Posts of 2017

The end of December is a great time to reflect on the past year. It's also a time when I like to dip into...