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 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...
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...
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...
