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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.
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...
August 2016 issue of Contact Center Pipeline Magazine Agent Appreciation

Contact Center Pipeline Magazine: Inside Our August 2016 Issue

I love our August issue.We cover so many topics this month that make a difference in the culture of our center with our employees...
Congratulations Pipeline Drawing Winner

Congratulations to Andrew White: Pipeline Drawing Winner

Congratulations to Andrew White, Assistant Branch Manager, Farmington Bank—winner of Contact Center Pipeline’s drawing at the Northeast Contact Center Forum’s 15th Annual Conference &...
How to Build a Great Culture

Contact Center Pipeline Magazine: Inside Our July 2016 Issue

I have always enjoyed reading articles about high-performing contact centers, and over the years at Pipeline, we've published quite a few as well. One...
Upgrade the Contact Center Self-Service Experience

Contact Center Pipeline Magazine: Inside Our June 2016 Issue

Summer is almost upon us at Contact Center Pipeline. We would love for you to tuck us in your beach bag or enjoy us...
Contact Center Pipeline Magazine May Issue

Contact Center Pipeline Magazine: A Look Inside Our May 2016 Issue

Have you seen the new Discover Card commercial? Their message says you can reach a real person in the U.S., day or night. They...