Susan Hash
Editor
Contact Center Pipeline
206-552-8831
susan@contactcenterpipeline.com
...here to help. The contents of every issue of Contact Center Pipeline will make you think and consider something new. Maybe it will be a different solution or a fresh perspective on how to overcome a long-standing challenge. Or perhaps it will be a connection you feel with others who are experiencing the same pain points and challenges. No matter which hat you’re wearing, we’ll bring you the tools you need to succeed.
The format for our content will include features, case studies, tip sheets and columns covering strategy, technology, training & performance, workforce management, leadership and more. As we move forward, expanding and improving Contact Center Pipeline in the months ahead, I invite you to share your comments, suggestions and ideas with me at susan@ContactCenterPipeline.com. I’m looking forward to hearing about your needs!
Keep an eye out for us every month — you won’t want to miss an issue!
Biography
Susan is a veteran business journalist who has written for, edited and developed a variety of magazines, newsletters and books. She has more than 16 years of specialized experience in the contact center industry.
Before joining the Contact Center Pipeline team as editor, she was the publications director for the International Customer Management Institute (ICMI), where she was responsible for the editorial content of Call Center Management Review, Customer Management Insight and ICMI Press publications, including contact center management books, research reports and special issues.
Prior to ICMI, Susan wrote about customer management issues as executive editor of The Customer Communicator, Customer Service Newsletter, Executive Report on Customer Retention and Customer Satisfaction Technology, and author of the management books, Guide to Customer Service Teams, How to Hire the Best Service Professionals and Management Essentials: The Skills You Need to Be a Successful Customer Service Manager. She has received several notable journalism awards for reporting on customer management strategies.