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Susan Hash

Susan Hash
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Susan Hash is the Editor of Contact Center Pipeline. She is a veteran business journalist with more than 20 years of specialized experience writing about customer care and contact centers.
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...
Social Customer Service... Then and Now

Social Customer Service: Advice from the Experts on How to Move Forward

There have been significant changes in the social media world over the past eight years, for sure. New networking sites have emerged, and others...
Call-Center-Inside-View-Feature

Inside View: C3 | CustomerContactChannels

The senior population has been a fast-growing customer segment since the first wave of baby boomers turned 65 in 2011. This year, the number...
Social Customer Service... Then and Now

Social Customer Service: Lingering Issues to Overcome

Last week’s post offered a brief look back at a couple of social customer care pioneers—two companies that led the industry in 2009 by...
Social Customer Service... Then and Now

Social Customer Service… Then and Now

Social customer service has come a long way since I first wrote about it in Pipeline eight years ago (“The Impact of Word of...
Top-5-Contact-Center-Blog-Posts

Top 5 Posts in November

This month, it was all about the human element in the contact center. Our five most-read blog posts in November focused on people-centric topics...
New Age Leaders in the Contact Center

Growing Leaders: The New Age of Mentoring

Mentorship is enjoying a resurgence in popularity, thanks largely to millennials and social networking. Mentoring is actually an age-old development concept with references reaching...
Call-Center-Inside-View-Feature

Inside View: TeleTech Learning and Performance

In contact centers, the first 90 days is known as the critical make-or-break period for new agents. New-hires can quickly be overwhelmed with information...
Growing Leaders: A New Approach to Learning & Development in the Contact Center

Growing Leaders: A New Approach to Learning & Development

Many of this industry’s most successful leaders started out on the phones… and yet, many call centers still suffer from a reputation for being...
Top-5-Contact-Center-Blog-Posts

Top 5 Posts in October

This month, thoughts of the graveyard were on the minds of workforce management professionals—graveyard shifts, that is. Our most popular post in October, by...
The Value of Communities

The Value of Communities

I always find it interesting to talk with leaders of customer-centric companies about the strategies and practices that contribute to their success. Lately, I’ve...
3 Easy Agent Appreciation Ideas

3 Easy Agent Appreciation Ideas

Hopefully, your Customer Service Week celebration is in full swing by now and your agents are basking in the glow of much-deserved recognition, food...