Susan Hash on Muck Rack

Susan Hash

  • Senior Proposal Manager, NICE
As seen in: ICMI, Contact Center Pipeline, Contact Center Pipeline Magazine
Covers:  Customer care, customer service, customer experience, contact centers, customer management, contact channels, workflow processes/technology, self-service, employee experience, corporate culture
B2B writer/longtime #cctr journo. I write & tweet about #ContactCenter #CX #custserv #CustomerCare #WEM #digital #AI #CCaaS | Views my own.

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Susan Hash’s Journalist Portfolio

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The Evolving Contact Center Supervisor

The Evolving Contact Center Supervisor

2020 was a tough year for contact center supervisors. While the quick shift to work-from-home was a shock to …

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The Hybrid Contact Center

The Hybrid Contact Center

As COVID-19 restrictions ease, contact center leaders are planning what their future work environment will lo…

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Creating a Sustainable Work-from-Home Contact Center

Creating a Sustainable Work-from-Home Contact Center

The sudden shift from on-premise to work-from-home (WFH) last year was an eye-opening experience for contact …

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Reinforcing Your Work-From-Home Team's Cybersecurity Foundation

Reinforcing Your Work-From-Home Team's Cybersecurity Foundation

Many organizations weathered the COVID-19 crisis by focusing first on the welfare and well-being of their emp…

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Embracing Agility in the Contact Center

Embracing Agility in the Contact Center

Agile thinking became the key to business survival during the COVID-19 crisis. Companies that could adapt qui…

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How to Foster Diversity & Inclusion in the Contact Center

How to Foster Diversity & Inclusion in the Contact Center

2020 was marked by multiple pivotal moments, most of which have been embraced as long-overdue turning points …

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Articles

Unlock the Potential of Contact Center Supervisors

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By Susan Hash
| ICMI Verified
By | Published: July 25, 2022 | Comments Throughout the recent turbulence in the contact center industry, supervisors have remained the first line of defense against an operational meltdown—leading their teams through volatile circumstances while maintaining quality and service levels. The shift to remote and hybrid environments forced supervisors to suddenly reimagine how to coach, manage, and collaborate with their teams without the benefit of being in the same location.
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How Quality Management Can Empower and Engage Your Contact Center Agents

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By Susan Hash
| ICMI Verified
By Susan Hash | Published: March 23, 2022 | Comments Welcome to the age of agent empowerment. If there is one thing that The Great Resignation has made clear, it’s that frontline employees want more control over their work and the impact that their jobs have on their professional and personal lives.
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Customer-Centric Self-Service

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By Susan Hash
| Contact Center Pipeline Verified
The pandemic exposed two significant insights about the state of customer service: A poor customer experience coupled with pandemic-fueled emotions can push customers to the brink of tears; and Customers don’t have much faith in conventional self-service options.
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Interview

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What was your first job as a journalist?

Special Sections Editor for the Orlando Business Journal.

Have you ever used a typewriter?

Yes, I learned to type on a typewriter, which is why I tend to pound away on a keyboard. (I punish those keys!)

Who's your favorite fictional journalist?

Carl Kolchak (Darren McGavin, “The Night Stalker”)
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