2016 Agent Performance Survey Final Report Susan Hash / Aug 2016 / Research Subscribers Download Article [PDF] Susan Hash 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. Twitter: @susanhash Next Article First Step: Showing Up Related Articles Work from Home Survey Results Surveys Highlight Contact Center Opportunities The Future of the Contact Center: Optimism with a Dose of Caution Related Articles Work from Home Survey Results Surveys Highlight Contact Center Opportunities The Future of the Contact Center: Optimism with a Dose of Caution