Susan Hash
Contact Center Pipeline

It's a big job, no matter how you view it, but we're 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 includes features, case studies, tip sheets and columns covering strategy, technology, training & performance, workforce management, leadership and more. We are continually expanding and improving Contact Center Pipelineto meet our readers' information needs, and I invite you to share your comments and ideas with me at

Keep an eye out for us every month—you won't want to miss an issue!


Susan is a veteran business journalist with nearly 20 years of specialized experience in the contact center industry. Before joining the Contact Center Pipelineteam as editor, she served as the Publications Director for the International Customer Management Institute (ICMI), where she oversaw the editorial development and content of ICMI publications, including monthly newsletters and journals, call center management books, research, special reports and online content.

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.