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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.

Contact Center Pipeline Magazine: Inside Our June 2020 Issue

These are not easy times. The struggle is real. We have so many vital decisions to make for our operations that can have profound...

Contact Center Pipeline Magazine: Inside Our May 2020 Issue

"What a difference a month makes..." Well, that's what I thought I would be saying this month as we release the May issue. That's...
Upskilling the Contact Center Workforce witih TItle

Contact Center Pipeline Magazine: Inside Our April 2020 Issue

I hope our April issue finds you safe and well. You may have seen Mr. Rogers’ quote that is so applicable for our times:...

Contact Center Pipeline Magazine: Inside Our March 2020 Issue

Welcome to the March 2020 issue of Contact Center Pipeline magazine! It is gratitude month for me at Contact Center Pipeline! Our first...
Contact Center Pipeline Magazine, February 2020 Issue. Upgrade Your Customer Surveys.

Contact Center Pipeline Magazine: Inside Our February 2020 Issue

Welcome to the February issue of Contact Center Pipeline. I've always thought of February as a fun month with the opportunity to show some...
Improving the Agent Experience, Contact Center Pipeline Magazine, January 2020

Contact Center Pipeline Magazine: Inside Our January 2020 Issue

I always look forward to the new year and the enormous promise it holds. As 2020 begins, it’s an opportunity to reflect on what...
2019 Letter from the Publisher

Looking Back at 2019: A Letter 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...
Leading a Service Culture December 2019 Feature

Contact Center Pipeline Magazine: Inside Our December 2019 Issue

TIS THE SEASON when it is time to reflect and anticipate. That’s what I do as the year comes to an end. I think...
November 2019 Feature Article, The Making of a Contact Center Superagent

Contact Center Pipeline Magazine: Inside Our November 2019 Issue

This is our 5th year conducting our Contact Center Challenges and Priorities survey. We will be reporting the results in our January issue. I’m...
Contact Center Metrics Roundup

Contact Center Pipeline Magazine: Inside Our October 2019 Issue

This month, we feature an article on key performance indicators. It is one of my favorite topics! We have the opportunity to measure so...
Contact Center Executive Outlook 2020

Contact Center Pipeline Magazine: Inside Our September 2019 Issue

As I write this month’s message, I’m looking out the window at a beautiful, sunny day in Annapolis, MD. The Weather Channel is predicting...
Contact Center Pipeline Magazine Feature Article August 2019

Contact Center Pipeline Magazine: Inside Our August 2019 Issue

It’s summertime here in Annapolis, Maryland. The pool water is warm and the sun is hot. That means it’s a great time to...