2011 Article Index

January/February 2011 Issue   The 12 Steps to Successful Telemarketing: Understand Your Market Share From the Publisher: Looking Back to See Ahead Contact Center Industry News Are We There Yet? The Future: Preparing for the Next Generation of Agents The Customer Experience: Journey to Wow! How to Retain Institutional Knowledge Despite Cutbacks Using Incentives in the Contact Center: Five Tips for Success 2010 Article Index 2010 Whitepaper Index Mind Your Business: The Value of Representation
March 2011 Issue   Setting the Stage for Successful Telemarketing From the Publisher: Read Any Good Books Lately? Guest Column: The March to Phoenix Contact Center Industry News Top Ten Call Center Best Practices to Improve FCR Incorporate Social Media and Unified Communications in the Contact Center The Brains Behind Outbound Contact Centers USA Outsource Call Center and Teleservice Agency Directory Mind Your Business: When to Walk Away
April 2011 Issue   Social Responsibility in the Contact Center From the Publisher: The Total Cost of Ownership Guest Column: CEP: Three Letters to Wear Proudly Contact Center Industry News Setting the Stage for Successful Telemarketing – Part 2 of 3 New Servicing/CRM System Benchmark Study Reveals Urgent Need for Change Is Your Business Disaster-Proof? Call Center Fraud: The End Is Near Are Call Centers the Weak Link in PCI Compliance?
May 2011 Issue   Rafael Manzon: A Man on the Move From the Publisher: Reflections, Thoughts, and Observations from the ATA Convention Guest Column: ATA Convention & Expo Draws Record Attendance Contact Center Industry News Setting the Stage for Successful Telemarketing (Part 3 of 3) Workspace Management: Outside the Box Workforce Management for Your Call Center The Bilingual Call Center The Multilingual Call Center Directory Embracing the Moving Revenue Target Coaching Practices and Tools for Today’s Environment Mind Your Business: The Employee Non-Compete
June 2011 Issue   Vendor Profile: Amtelco More Choices = More Flexibility + More Revenue From the Publisher: Will You Be Ready? Guest Column: ATA Chapters: Local Presence, National Significance Contact Center Industry News Tackling the Top Ten Contact Center Challenges with Speech Analytics Does Your Text Analytics Tool Make Sense of “Slanguage?” What Are Your Prospect’s Three Fears? Real-Time Multilingual Chat for the Call Center: Engaging the Global Market Integrating UC Technologies with Legacy Systems Mind Your Business: What Is a UCC-1 and Why Should I File One?
July/August 2011 Issue   Voice Quality Enhancement: Resolving VoIP Audio Quality for Contact Centers From the Publisher: The Saga of a Telemarketing Failure Guest Column: Calling All Contact Centers: A Real Call to Action Contact Center Industry News The Two-Call Close Filling Your Call Center with Proactive, Self-Reliant Agents 2011 ATSI Convention Coverage UC-Based Phone System: The Potential to Make Life Easier Canadian Teleservice and Outsource Call Center Directory Consciousness and the Customer Experience ATSI 2011 Call Center Award of Distinction Winners ATSI Award of Excellence Winners 2011
September 2011 Issue   The Twelve Steps to Successful Telemarketing – Step One: Introduction From the Publisher: The Trials and Triumphs of Telephone Support Guest Column: Because We Care Contact Center Industry News Introducing ATA’s New CEO, Phil Grudzinski What to Look For in a Live Chat Software Solution The “New” Chief Customer Officer Higher Quality or Lower Costs: Seven Ways Companies Can Deliver Both Offshore Teleservice Call Center Directory
October 2011 Issue   Applying Good Judgment to Telephone Triage Calls From the Publisher: Phone Failure Fiasco Contact Center Industry News Combining Telephone Answering Service and Telephone Nurse Triage Selecting a Healthcare Call Center Outsourcer Directory of Healthcare Call Center Vendors The Twelve Steps to Successful Telemarketing – Step Two: Reference Creating and Empowering a Virtual Workforce The How and Why of Contact Center Employee Incentives Coaching as a Strategy Mind Your Business: The Importance of Confidentiality
November 2011 Issue   The Twelve Steps to Successful Telemarketing – Step Three: Respect Their Time From the Publisher: The Art of Finding a Call Center Manager Guest Column: Jobs4America: How Intrepid Leaders Are Jumpstarting Job Growth in America Contact Center Industry News How to Fire Employees Within the Call Center Context Making Telework Work Speech Analytics: Tips to Calculating ROI Annual Teleservice Call Center Directory Big Data in Telecom: The Need for Analytics Incentive Programs for Home Agents Outbound Sales Success
December 2011 Issue   The 2012 Connections Magazine Contact Center Buyers Guide Alphabetical Listing of Vendors Product/Service Matrix From the Publisher: Is Help Really Just a Phone Call Away? Guest Column: The New Multichannel Contact Center Is Changing the Course of the ATA Contact Center Industry News The Twelve Steps to Successful Telemarketing – Step Four: Purpose of Call Call Center Industry Leading the Charge to Real Business Intelligence A Compliance Officer’s Take on the ATA Washington Summit Avoiding a Million-Dollar Mistake Mind Your Business: How to Determine the Right Buyer for Your Business

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