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.
Contact Center Pipeline Magazine: Inside Our September 2016 Issue
Vacations are dwindling down. Schools are ramping up. We’re planning our agent celebrations for Customer Service Week next month. It is a busy time...
Contact Center Pipeline Magazine: Inside Our August 2016 Issue
I love our August issue.We cover so many topics this month that make a difference in the culture of our center with our employees...
Congratulations to Andrew White: Pipeline Drawing Winner
Congratulations to Andrew White, Assistant Branch Manager, Farmington Bank—winner of Contact Center Pipeline’s drawing at the Northeast Contact Center Forum’s 15th Annual Conference &...
Contact Center Pipeline Magazine: Inside Our July 2016 Issue
I have always enjoyed reading articles about high-performing contact centers, and over the years at Pipeline, we've published quite a few as well. One...
Contact Center Pipeline Magazine: Inside Our June 2016 Issue
Summer is almost upon us at Contact Center Pipeline. We would love for you to tuck us in your beach bag or enjoy us...
Contact Center Pipeline Magazine: A Look Inside Our May 2016 Issue
Have you seen the new Discover Card commercial? Their message says you can reach a real person in the U.S., day or night. They...
Contact Center Pipeline Magazine: A Look Inside Our April 2016 Issue
The April 2016 issue of Contact Center Pipeline is available online. Here is what you’ll find inside: FEATURE ARTICLES
Employee Advocacy
By Susan Hash
An empowered and impassioned...
Executive Talk: Michael Pace, Pace of Service
Michael Pace is the Owner and Principal of The Pace of Service, a consultancy that assists organizations to realize the full benefit of customer...
Executive Talk: JoAnn Morency, NECCF and Commerce Bank
JoAnn Morency is a founding board member for the NECCF (NorthEast Contact Center Forum), and Senior Vice President and Director of Retail Banking at...
Executive Talk: Kristi Holcombe, Travelers
In this Executive Talk interview, I had an opportunity to chat with Kristi Holcombe, Director of Workforce Management at Travelers. Kristi has over 20...
Executive Talk: Mark Kantor, Lego
In this Executive Talk video, I had an opportunity to talk with Mark Kantor, Lego Operations Support Team Lead. Mark has 20-plus years of...
Executive Talk: Stacey Swim, Unum Insurance
Unum Contact Center Manager Stacey Swim has 29 years of customer service experience, spanning the Insurance and Financial Services Industries. She has spent most...
