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Get Real with On-Demand, Virtual Contact Center Solutions By Kim Houlne Forget real time. Business today runs on get-real time. Enabled by in-the-moment experiences. Catering … Read more
Get Real with On-Demand, Virtual Contact Center Solutions By Kim Houlne Forget real time. Business today runs on get-real time. Enabled by in-the-moment experiences. Catering … Read more
By Richard McElroy The contact center has come a long way since the 1960s when automatic call distribution (ACD) technology was first introduced, leading to … Read more
In September 2017 Startel and Professional Teledata (PTD) merged with Alston Tascom (Tascom) to further expand product offerings, broaden markets, and enhance technical resources and … Read more
By Donna Fluss The knowledge management (KM) market is experiencing a resurgence, driven by the artificial intelligence (AI) revolution. The funny thing about this is … Read more
The Promises, the Challenges, and the Pitfalls By Ray Naeini Adoption of intelligent virtual agent (IVA) or chatbots is a popular topic in today’s industry, … Read more
Companies Focus on New Customer Acquisition and Then Encourage Customers to Leave in Two Years By Peter Lyle DeHaan, PhD My family just completed our … Read more
By Kathy Sisk This is the final segment of “Why Telemarketing Programs Fail.” Our wrap-up looks at script branching, the agent learning curve, supportive communication, … Read more
The summer is fast winding down, and Amtelco has started saying “thank you” and “good bye” to the fifteen students who completed internships this summer.” … Read more
AnswerNet acquired Synergy Solutions in an asset transaction. Synergy Solutions specializes in high-touch consultative customer service and sales support programs for many of the nation’s … Read more
The July/August 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