Linda Harden
Contact Center Pipeline

And as new channels and customer touchpoints are introduced into the mix, those challenges extend from the center to the larger enterprise. It’s unexplored territory for most contact center professionals—and it’s the very reason that we publish Contact Center Pipeline! We’re here to help you overcome service barriers, and develop solutions and strategies to distinguish your company’s customer experience in a competitive marketplace. In each issue, we

share what we’ve learned through research and insights from industry experts and other contact center leaders.

Pipeline’s monthly columnists and contributing authors have earned the industry’s respect through writing, speaking and implementing the best practices that make a difference in our call center experiences. They bring to the publication many years of hands-on experience with managing world-class operations. They are the brightest in the industry, and they’ll be bringing their insights and advice to your desk in every issue.

Thank you for your support in making Contact Center Pipelinethe industry’s leading instructional journal! I encourage you to share your thoughts with me as we continue to evolve and improve.