Category Archives: Issues

May 2021 Issue of Connections Magazine

The May 2021 Issue of Connections Magazine, covering call centers and the teleservice industry

Feature Content:

Paying Attention to Agent Well-Being Will Improve Your Brand by Donna Fluss
Contact centers should be employers of choice, but not all are. Make sure yours is. . . . read more >>

From the Publisher: The Benefits of Home-Based Call Center Agents, by Peter Lyle DeHaan, PhD
Consider the advantages of having agents work from home. This will help you better staff today and prepare for tomorrow. . . . read more >>

Vendor Profile on Amtelco
Discover the latest developments from Amtelco and Telescan to empower your call center and prepare for the future. . . . read more >>

5 Techniques to Optimize Agent Productivity and Reduce Attrition in a Remote Workforce by Greg Hanover and Tricia Yankovich
The post-COVID call center will look incredibly different from what it once did, but the keys to agent engagement remain the same. . . . read more >>

How to Keep Remote Agents Engaged by Jennifer Lee
A contact center agent’s job is stressful, and the shift to remote work has made it more difficult. Discover how to keep agents engaged. . . . read more >>

Components of Successful Outbound and Inbound Telemarketing Training by Claire Coffman
Agents who know they’ll be heard when they ask for help tend to stay in their position more often than agents who don’t feel supported. . . . read more >>

The Modern Contact Center by Aakash Kumar
To modernize your contact centers, consider how to combine the best people with the best technology to optimize customer service results. . . . read more >>

Ten Years Ago: The Bilingual Call Center by Sandip Sen
Interacting with agents in their preferred language creates a sense of comfort and eases their mind while making the customer experience better. . . . read more >>

Twenty Years Ago:  Personalize Your Business with a Monthly Newsletter by Doug Lindsey
A regular newsletter is a valuable tool that helps retain clients. Learn these time-honored tips to make your newsletter shine. . . . read more >>

Marketplace Directory of leading Contact Center Vendors.

Classified Ads of opportunites for you.

Industry News

Send us your call center news for consideration in the next issue of Connections Magazine.

About Connections Magazine 

Connections Magazine is the premier publication for the call center industry, providing news and information for call centers, sent at no cost to qualified readers at call centers, contact centers, teleservice agencies, phone answering services, and telemessaging companies.

For more information, email Peter DeHaan

March 2021 Issue of Connections Magazine

The March 2021 Issue of Connections Magazine, covering call centers and the teleservice industry

Feature Content:

The Future is Human: Tapping Video Technology as a Call Center Solution by Craig Radford
The future of call centers is multi-dimensional. Cloud-based computing and video calling can be a momentous change agent. . . . read more >>

From the Publisher: A Vast Repository of Call Center Industry Articles, by Peter Lyle DeHaan, PhD
Read over 1,600 call center industry articles, spanning three decades, available from Connections Magazine. . . . read more >>

Guest Column: 6 Tips to Improve Your Call Center’s Brand on Social Media by Vince Vitale
Every call center needs a social media plan, but if you don’t have one in place, don’t despair. This article will get you started. . . . read more >>

5 Reasons to Implement Call Center Scripting by Amtelco
When it’s time to choose a call center scripting program, look for software that’s easy to edit and integrates with other systems for further efficiency and accuracy. . . . read more >>

How Outsource Telemarketing Can Help Franchises Grow by Steve Korn
A well-planned outsourced telemarketing effort, for both inbound and outbound, can benefit any B2B franchise organization. . . . read more >>

Ten Years Ago: Top Ten Call Center Best Practices to Improve FCR by Mike Desmarais
Implement these top ten best practices, and you’ll soon begin improving your call center’s FCR. . . . read more >>

Twenty Years Ago:  Streamlining Your Business by Nina Fernandes
Streamline your outsource call center to make it more profitable while increasing your service level and decreasing staff turnover. . . . read more >>

Marketplace Directory of leading Contact Center Vendors.

Classified Ads of opportunites for you.

Industry News

Send us your call center news for consideration in the next issue of Connections Magazine.

About Connections Magazine 

Connections Magazine is the premier publication for the call center industry, providing news and information for call centers, sent at no cost to qualified readers at call centers, contact centers, teleservice agencies, phone answering services, and telemessaging companies.

For more information, email Peter DeHaan

January 2021 Issue of Connections Magazine

The January 2021 Issue of Connections Magazine, covering call centers and the teleservice industry

Feature Content:

January 2021

Telesales Best Practices: Three Tips to Improve Telesales Training by Angela Garfinkel
Do you want better telesales results? Put these three training tips into practice to produce better outcomes. . . . read more >>

From the Publisher: Welcome to Connections Magazine 3.0, by Peter Lyle DeHaan, PhD
The call center industry will help our world successfully embrace what lies before us. And Connections Magazine will be there every step. . . . read more >>

Improve Hiring Results with Blind Auditions by Donna West
If you desire employee longevity for your call center, seek nontraditional applicants who appreciate the opportunity to work from home. . . . read more >>

2020 Contact Center Retrospective by Donna Fluss
To move thoughtfully into the digital future, embrace these six positive megatrends that emerged during the past year. . . . read more >>

How AI-Powered Technologies Can Help Reduce Contact Center Agent Burnout by Seb Reeve
Discover how AI-powered technologies and tools can reduce agent burnout, which will contribute to a healthier bottom line. . . . read more >>

Ten Years Ago: Using Incentives in the Contact Center: Five Tips for Success by Peggy Carlaw
Here are five tips to keep in mind when you’re creating a new incentive program or overhauling an existing one. . . . read more >>

Twenty Years Ago: Due Diligence Check List: Don’t Get Nipped in the Bud, by Lisa Olson
Don’t overlook these insider tips when purchasing a company. . . . read more >>

Marketplace Directory of leading Contact Center Vendors.

Classified Ads of opportunites for you.

Industry News

Send us your call center news for consideration in the next issue of Connections Magazine.

About Connections Magazine 

Connections Magazine is the premier publication for the call center industry, providing news and information for call centers, sent at no cost to qualified readers at call centers, contact centers, teleservice agencies, phone answering services, and telemessaging companies.

For more information, email Peter DeHaan

November/December 2020 Issue of Connections Magazine

The November/December 2020 Issue of Connections Magazine, covering call centers and the teleservice industry

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November 2020

September/October 2020 Issue of Connections Magazine

The September/October 2020 Issue of Connections Magazine, covering call centers and the teleservice industry

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July/August 2020 Issue of Connections Magazine

The July/August 2020 Issue of Connections Magazine, covering call centers and the teleservice industry

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CM July Cover

May/June 2020 Issue of Connections Magazine

The May/June 2020 Issue of Connections Magazine, covering call centers and the teleservice industry

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CM May 2020 Issue

March/April 2020 Issue of Connections Magazine

The March/April 2020 Issue of Connections Magazine, covering call centers and the teleservice industry

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March 2020

January/February 2020 Issue of Connections Magazine

The January/February 2020 Issue of Connections Magazine, covering call centers and the teleservice industry

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January 2020

November/December 2019 Issue of Connections Magazine

The November/December 2019 Issue of Connections Magazine, covering call centers and the teleservice industry

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CM November 2019