Susan Hash Email & Phone Number

Hoboken, New Jersey, Us

NICE (Nasdaq: NICE) is the worldwide leading provider of both cloud and on-premises enterprise software solutions that empower organizations to make smarter decisions based on advanced analytics of structured and unstructured data. NICE helps organizations of all sizes deliver better customer service, ensure compliance, combat fraud, and safeguard citizens. Over 25,000 organizations in more than 150 countries, including over 85 of the Fortune 100 companies, partner with NICE to transform - and elevate - every customer interaction.

San Francisco, Ca, Us

LiveVox is a proven cloud CCaaS platform that helps business leaders redefine customer engagement and transform their contact center’s performance. Decision-makers use LiveVox to improve customer experience, boost agent productivity, empower frontline managers, and enhance contact center system orchestration capabilities.As a senior content writer for LiveVox, I leveraged my experience in creating tailored content for the contact center industry to produce impactful educational material aimed at helping contact center and IT leaders optimize agent and operational performance, efficiency, and growth through the strategic and practical application of LiveVox’s solutions, including AI, analytics, and WEM tools. Produced diverse content across digital platforms, including blog posts, thought leadership bylines, eBooks, white papers, research reports, social media posts, product briefs, and website content.Collaborated cross-functionally with marketing, product, and sales teams to ensure that content strategy aligned with business goals, maintaining brand consistency and a unified voice across all platforms.Created content reflecting LiveVox’s commitment to facilitating efficient and meaningful connections between businesses and their customers through cloud-based communication solutions.

Annapolis, Md, Us

Founding editor of "Contact Center Pipeline," a monthly instructional digital/print magazine and blog covering customer care and contact center management strategies. Developed the publication's editorial brand, which included magazine title, focus, editorial mission, policies, format and editorial calendar. Identified and enlisted industry thought leaders as contributing authors. Oversaw all editorial content for monthly digital and print magazine, and blog site. Wrote monthly feature articles and case studies, developed and formatted topical surveys, wrote research reports and blog posts. Managed editorial calendar and end-to-end magazine production process from manuscript submission to published product. Worked since the magazine’s launch (March 2009) to grow its visibility and readership through quality content, enlisting high-profile sources and contributors, and social media promotion. Successfully expanded editorial content, formats and volume, which provided content for an extensive article archive.Founding editor of Pipeline blog, which has published 3 articles per week on average since its launch in January 2015. Oversaw all editorial, which included writing, editing, content strategy, working with contributors and promoting content via social media.

Experienced business journalist specializing in writing, editing, developing and managing B2B content online and in print. Periodical publications have included: "Contact Center Pipeline" (writer and editor, monthly magazine and triweekly blog), "Tax Credit Housing Management Insider" (writer and editor, monthly), "The Customer Communicator" (writer and editor, monthly), "SkillSharpener" frontline service and sales staff training aid (writer and editor, monthly), and "Harvard Club of New York City Bulletin" (copy editor, monthly).

Colorado Springs, Colorado, Us

The International Customer Management Institute (a subsidiary of United Business Media) provides contact center consulting, training, publications, events and membership services. Wrote articles and edited content for all print and online publications, including books, ebooks, research reports, periodicals, newsletters, conference materials and Web forums. Developed editorial policies and procedures. Editor of "Call Center Management Review," ICMI's monthly membership publication. Led the expansion of ICMI’s book division (Call Center Press/ICMI Press), research initiatives and online forums. Founding editor of "ICMI's Customer Management Insight" (monthly digital magazine).

ACG publishes business journals for customer service and support professionals at all levels within the organization. Wrote and edited three monthly instructional business newsletters covering customer service management and retention strategies, as well as a monthly service staff training aid. Editor of "Executive Report on Customer Satisfaction," "Customer Service Newsletter," "The Customer Communicator" and "TCC's SkillSharpener." Founding editor of "Customer Satisfaction Technology," a monthly instructional journal focusing on customer-centric technology strategies.

Bachelor Of Arts - Ba, English

Bachelor Of Arts - Ba, Journalism