Are You a Call Center or a Contact Center?
Consider the implications of the call center versus contact center debate By Peter Lyle DeHaan, PhD In Connections Magazine we use the terms call center … Read more
Consider the implications of the call center versus contact center debate By Peter Lyle DeHaan, PhD In Connections Magazine we use the terms call center … Read more
By Jim Graham In 1989 the first known ransomware attack occurred when twenty thousand floppy disks containing malware were distributed to researchers across more than … Read more
By Kathy Sisk I often write about agent training; however, once the initial training is completed, the next step is to ensure that the floor … Read more
Ron Violante announced that he will rep exclusively for Pulsar360. Last year, Violante began representing Szeto Technologies in addition to Pulsar360. Though this was not … Read more
Amtelco announces the addition of the Dial String Import Wizard to the Intelligent Series (IS) Transformer Client/Agent feature. The IS Transformer is a set of … Read more
Amtelco introduces version 5.3 of its Intelligent Series (IS) suite of call center applications. Many of the features were developed in collaboration with Amtelco customers. … Read more
The September/October 2018 Issue of Connections Magazine, covering call centers and the teleservice industry Read these articles online: [Connections Magazine is proudly published by Peter … Read more
By Tom Cunningham If you took a random survey of companies across the globe and asked them if they had a great customer service department, … Read more
Automated and AI-Driven Programs for Business By Elena Langdon Automation and artificial intelligence (AI) are all the rage these days—for good reason. The technology behind … Read more
By Nathan Teahon Outsourced call centers come in many shapes and sizes. In fact, a call center is similar to a person, with each one … Read more