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Linda Harden

Linda Harden
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Linda Harden is President and Publisher of the monthly contact center management journal, Contact Center Pipeline. Our passion is to promote discussion, resources, events and services that impact the lives of our employees and customers. Each month, well-respected industry leaders, practitioners and consultants present their insights, strategies, best practices and lessons learned to help run an effective and efficient operation.
Planning for a Disaster in the Contact Center

Contact Center Pipeline Magazine: Inside Our April 2017 Issue

Spring has sprung here in Annapolis, MD. The little peepers are singing at the top of their lungs in the evening letting us all...
Contact Center Pipeline Magazine March 2017

Contact Center Pipeline Magazine: Inside Our March 2017 Issue

This all started 8 years ago… in March 2008. It was a 24-page issue. We had 3 sponsors… and not many more subscribers than...
Contact Center Pipeline Magazine Inside Our February 2017 Issue

Contact Center Pipeline Magazine: Inside Our February 2017 Issue

February holds a special holiday… Valentine’s Day. I hope it’s a wonderful day of celebration giving you the chance to share your gratitude and...
Contact Center Pipeline Magazine Inside Our January 2017 Issue

Contact Center Pipeline Magazine: Inside Our January 2017 Issue

Special highlights in our January issue include our feature article where 17 industry leaders offer their insights on 2017. You will also find the survey...
End-of-Year Publisher Letter 2016

End-of-Year Message from the Publisher

As the year draws to a close, I extend wishes to you and your loved ones for the happiest of holidays, and wish you...
On the Road to Customer-Centricity in the Contact Center

Contact Center Pipeline Magazine: Inside Our December 2016 Issue

December is always a wonderful time of reflection to examine our goals, accomplishments and challenges and to look forward to another opportunity in the...
Supporting Digital Natives

Contact Center Pipeline Magazine: Inside Our November 2016 Issue

This past January, we reported the results of a survey we conducted to shed light on our expected challenges and priorities for 2016. ...
Executive Talk Interview with Chris Shortallvideo

Executive Talk: Chris Shortall, Destination XL Group

Chris Shortall is Vice President, Store Communications and Contact Center Operations at Destination XL Group. Chris does a wonderful job of explaining how their...
Executive Talk Interview with James J Whitevideo

Executive Talk: Jim White, Santander Bank

Jim White is Senior Vice President and Director of Card Services at Santander Bank. Jim talks about the agent skill requirements they have in...
The Digital Workplace

Contact Center Pipeline Magazine: Inside Our October 2016 Issue

Here's what you'll find inside our October issue: FEATURE ARTICLES The Digital Workplace By Susan Hash Employees today have higher standards for digital technology in the workplace—and they’re...
Executive Talk Interview with Kathleen Petersonvideo

Executive Talk: Kathleen Peterson, PowerHouse Consulting

Kathleen Peterson is Chief Vision Officer for PowerHouse Consulting. Kathleen shares her insights on contact center strategies that help promote and elevate our “power”...
Call Center Agent Performance Survey

Contact Center Pipeline Magazine: Inside Our September 2016 Issue

Vacations are dwindling down. Schools are ramping up. We’re planning our agent celebrations for Customer Service Week next month. It is a busy time...