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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.
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...
Future of Contact Centers Survey

Future of Contact Centers Survey: Tell Us What You Think

Consumer expectations are higher than ever. To build a customer experience that will meet those expectations, organizations need to “know them better,” “help them...
CCP Pizza Party Contest

Pizza Party Contest: We Have a Winner!

Thanks to all of you for participating in our 10th Anniversary Pizza Party Contest. We were blown away with the number of responses received!...
Protecting Customer Data in the Contact Center

Contact Center Pipeline Magazine: Inside Our April 2019 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...
10TH Anniversary Issue of Contact Center Pipeline

A Decade of Pipeline: Final Day to Sign Up for Savings—And Win a Staff...

Our celebration is coming to an end. It has been a fun month of reminiscing on the past decade. In appreciation for all that...
10TH Anniversary Issue of Contact Center Pipeline

A Decade of Pipeline: We Want to Hear From You

Today, we're announcing two new contact center surveys as part of our month-long 10th anniversary celebration. Industry research is valuable to everyone and we...
10TH Anniversary Issue of Contact Center Pipeline

A Decade of Contact Center Pipeline: Useful Resources on Our Website

As we continue to celebrate our 10th Anniversary, I would like to call attention to a few good resources on our website. You can...
10TH Anniversary Issue of Contact Center Pipeline

A Special Offer for Our 10th Anniversary: Celebrate with Us!

March marks our 10th Anniversary of publishing Contact Center Pipeline, and we are celebrating! Start or Renew a Subscription this month… at no charge! AND…...
10TH Anniversary Issue of Contact Center Pipeline

Publisher’s Message: A Decade of Pipeline

In November 2008, the idea of creating a magazine for the contact center industry was born. I had left my job after a number...
Contact Center Pipeline March 2019 Issue Cover

Contact Center Pipeline Magazine: Inside Our March 2019 Issue

Welcome to our 10-Year Anniversary issue! The March issue represents 10 years of publishing Contact Center Pipeline! It is with sincere gratitude to our...
Innovative Training for the Contact Center

Contact Center Pipeline Magazine: Inside Our February 2019 Issue

Please take a few moments and see what our February issue has to offer. We cover many of those topics that challenge us every...

Contact Center Pipeline Magazine: Inside Our January 2019 Issue

Happy 2019! I hope the New Year brings much happiness and peace to you. Please take advantage of our Subscription Offer (12 months for...

Contact Center Pipeline Magazine: Inside Our December 2018 Issue

Best wishes to you and your loved ones for the happiest of holidays! It’s an exciting time of year—and an exciting time to be a...
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...
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