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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 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...

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

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

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 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: 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

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

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...

Contact Center Pipeline Magazine: Inside Our November 2017 Issue

It’s November. We are celebrating Thanksgiving in the U.S., so it’s a great time to talk about gratitude. Our gratitude for our families, our...

Contact Center Pipeline Magazine: Inside Our October 2017 Issue

I hope your plans are in place and you are starting your celebrations for this week’s recognition of National Customer Service Week. The first...

Contact Center Pipeline Magazine: Inside Our September 2017 Issue

Hurricane Harvey, the first Category 4 hurricane to hit the United States in more than a decade, has devastated communities across southeast Texas. The...

Contact Center Pipeline Magazine: Inside Our August 2017 Issue

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

Contact Center Pipeline Magazine: Inside Our July 2017 Issue

Welcome to the July issue of Contact Center Pipeline. It is an honor to interview Bob Furniss in our July issue. Bob is the...

Contact Center Pipeline Magazine: Inside Our June 2017 Issue

I attended the ICMI Conference and Expo in Orlando, Fla., last week. It was a great event. I got to talk about ChatBots and...

Contact Center Pipeline Magazine: Inside Our May 2017 Issue

Know what I love best about the contact center industry? It is as relevant and as important today as ever. We are continuously challenged...

Contact Center Pipeline Magazine: Inside Our April 2017 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 Magazine: Inside Our March 2017 Issue

This all started 8 years ago… in March 2008. It was a 24-page issue. We had 3 sponsors… and not many more subscribers than...

Contact Center Pipeline Magazine: Inside Our February 2017 Issue

February holds a special holiday… Valentine’s Day. I hope it’s a wonderful day of celebration giving you the chance to share your gratitude and...

Contact Center Pipeline Magazine: Inside Our January 2017 Issue

Special highlights in our January issue include our feature article where 17 industry leaders offer their insights on 2017. You will also find the survey...

End-of-Year Message 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...
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