From
the Publisher - Peter DeHaan
 Peter
DeHaan is the Publisher of Connections Magazine. His much appreciated
articles are a highlight of many issues and the first item read by many a
reader. Topics range from ideas for outsource call centers and
teleservice agencies, customer service examples, observations about life,
self-improvement, and employee management.
Contact Center Survey Summary
Call Centers in Action: The Good, the Bad, and the
Ugly
A
Failure to Communicate
Call
Center Work
The Effects of High Unemployment
What Clients of Outsourcers Seek
The
Future of the Call Center Industry – and the Magazine that Supports It
Blogging about Technology
Musings from the 2009 ATA Convention
Dealing with a Distributed Workforce
They Just Don't Get It
Effective Change Management
The
What and Why of Call Center Outsourcing
A Tale of Two Calls
Your Call Center's Marketing Future May Be Online
Perceptions of Call
Center Outsourcers
Get Ready for Change
The Opportunity to Change
Howdy Pardner
A Lament, a Resolution, and a Great Idea
Call Center Anecdotes
We
Can Do That
The
"Do-Not-Mail" Threat
Turning Green
Let's Watch a Movie
Be Careful What You Bill For
When Shall I Check Back With You?
Check Your Email
A Moment of Clarity
I Want to Buy Some Shoes
Take Your Call Center to the Next Level
The Impending "Do
Not Market" Threat
Peter's Law of Reciprocity
A Holistic Approach to
CRM
What Will They Say?
Time to Give
Be
Careful What You Measure
Standard
Operating Procedure
It
All Depends
How to Churn Employees
Under the Influence
Growing Your Call Center
Answering the Call
The Ripple Effect
Let's Get Personal
I'm
Busy
It's Your Move
Counting Chickens
Customer Service is a Strategy, Not a Slogan
Put the Customer Back into Customer Service
The Myth of Self-Service
The
Write Stuff
A Word is a Powerful Thing
The Art of Delegation
Perfection
Learning from History
I Predict...
A Different Perspective on Health Insurance
Are you In or Out?
Beam Me Up Scotty
My Response to Spam
Call Center Shrinkage
My Career in Broadcasting
Service Sold It
Al Gore and the Internet
A Matter of Perspective
A
Conscious Decision
The McDonalds' Factor
Dude, I'm Getting a Dell
Working Without a Net
What I Learned on my Summer Vacation
A $175 Oil Change
A Little Help From My Friends
How Can I Get More Sales?
Reputation,
Referrals, and Credentials
The Truth about College
Customer Since 1978
Shoot the
Puck
A Milestone
Strategic
Call Distribution
An Eye For Customer Service
It's
Nothing to Sneeze About
The Only
Constant is Change
We're
on a Mission
Going
Virtual
It's a Team Effort
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