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Linda Harden

Linda Harden
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.
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...
July 2019 Feature Cover Image, Contact Center Pipeline

Contact Center Pipeline Magazine: Inside Our July 2019 Issue

Welcome to summertime and our July issue! Soon we will celebrate one of America’s most cherished holidays, the Fourth of July, or Independence Day,...
NorthEast Contact Center Forum

NECCF 2019 Annual Conference & Expo

This week over 400 attendees made their way to Gillette Stadium, in Foxborough, Massachusetts, home of the National Football League’s New England Patriots, to...
Deliver a More Personalized Experience

Contact Center Pipeline Magazine: Inside Our June 2019 Issue

We are seeing record numbers of low unemployment rates—the lowest in the past 50 years. Given the fact that contact centers, by their nature,...
Contact Center Pipeline Magazine May 2019

Contact Center Pipeline Magazine: Inside Our May 2019 Issue

Contact centers are complex. Just look at the range of topics we cover in our May issue of Contact Center Pipeline. There are so...
Contact Center Voice of the Customer Survey 2019

Voice of the Customer Survey: We Need Your Insights

We need your help to better understand existing processes for gathering, processing and analyzing information about the customer experience. Give us your thoughts in...