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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.
Upgrade the Contact Center Self-Service Experience

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 May Issue

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 April Issue - Featuring Employee Advocacy

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...
Video Interview Contact Center Pipeline's Linda Harden sits down with Michael Pace, Principal, Pace of Service at the 2015 NECCF Vendor Forum.video

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...
Video Interview with Kristi Holcombe, Director of Workforce Management, Travelersvideo

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...
Video Interview with Mark Kantor, Operations Support Team Lead at Legovideo

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...
Video interview with Stacey Swim, Contact Center Manager for Unum Insurancevideo

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...
Contact Center Executive Interviews

14th Annual NECCF Vendor Expo: Executive Talk Interviews

I had the privilege to attend the 14th Annual NECCF (NorthEast Contact Center Forum) Vendor Expo at Gillette Stadium—Home of the World Champion New...
6th Anniversary

Six-Year Anniversary: Join Our Celebration

March 2009… that was our first issue of Contact Center Pipeline. It’s been six years since we launched our publication. I looked back to...

Frontline Appreciation

Today is National Employee Appreciation Day. It's a day to show your staff how much you appreciate the value that they contribute to your...