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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.
How AI will Change Contact Center Work

Contact Center Pipeline Magazine: Inside Our November 2018 Issue

November! It’s that time of year! Halloween has passed, the pumpkins are gone, and now we look forward to spending time with our friends...
QA in an Omnichannel World

Contact Center Pipeline Magazine: Inside Our October 2018 Issue

All the surveys tell us how important quality service is across contact channels. I haven’t seen a survey yet where customers say that service...
Contact Center Pipeline Magazine - Inside Our September 2018 Issue

Contact Center Pipeline Magazine: Inside Our September 2018 Issue

What is it about September? It always makes me feel like we are “getting back to work.” Maybe it’s the end of summer and...
Leading Customer-Centric Change: Use Storytelling Techniques to Gain Top-Level Support

Contact Center Pipeline Magazine: Inside Our August 2018 Issue

It’s that time of year… the lazy, hazy days of summer. Life moves at a little slower pace. Time slows down… except at Contact...
Contact Center Executive Outlook on Employee Engagement

Contact Center Pipeline Magazine: Inside Our July 2018 Issue

Publishers Note July 2018 We've seen the statistics and studies - or seen it first-hand, employee engagement is at an all-time low and continues to...
How to identify the best-fit candidates for your contact center.

Contact Center Pipeline Magazine: Inside Our June 2018 Issue

What a busy time of year! The month of June always brings many activities, like graduations, weddings, dance and band recitals… great celebratory events....
Contact Center Pipeline Magazine: Inside Our May 2018 Issue

Contact Center Pipeline Magazine: Inside Our May 2018 Issue

Do you know what I love best about the contact center industry? It's as relevant and as important today as ever. We are continuously...
Contact Center Pipeline Magazine: Inside Our April 2018 Issue

Contact Center Pipeline Magazine: Inside Our April 2018 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 March 2018 Issue

Contact Center Pipeline Magazine: Inside Our March 2018 Issue

Welcome to our March issue! It is gratitude month for me at Contact Center Pipeline! Gratitude to Steve, Susan, Frank and Mark for all...
Contact Center Pipeline Magazine February 2018 Issue

Contact Center Pipeline Magazine: Inside Our February 2018 Issue

On Super Bowl Sunday, we watch to see if our favored team will be the winner… or the loser. There are coaches, trainers, sports...
Contact Center Pipeline Magazine Inside Our January 2018 Issue

Contact Center Pipeline Magazine: Inside Our January 2018 Issue

Welcome to the January issue! I wish you the very best of health and contentment in 2018! May you and your loved ones be...
Social Customer Service... Then and Now

Contact Center Pipeline Magazine: Inside Our December 2017 Issue

As the year draws to a close, I extend wishes to you and your loved ones for the happiest of holidays and a very...