Susan Hash is the Publications Director for the International Customer Management Institute (ICMI). She is responsible for ICMI Press publications, including books, research reports, special issues, Call Center Knowledge Online content and Call Center Management Review. In this role, she strives to ensure that ICMI publications provide contact center professionals with the strategies, solutions and information necessary to successfully manage their operations. Before joining ICMI, Susan was a business journalist specializing in customer service issues and management 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 and How to Hire the Best Service Professionals. She has received several notable journalism awards for reporting on customer service and management strategies. |