September 2021 Issue of Connections Magazine

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

Feature Content:

CM September 2021

A.I. Will Not Replace Customer Service Agents by Jennifer Lee
AI isn’t a job killer; it’s a customer service enhancer. Contact centers should embrace AI’s ability to make the agents’ work more engaging and the customers’ experience more satisfying. . . . read more >>

From the Publisher: Call Center Innovation Provides Fresh Opportunities, by Peter Lyle DeHaan, PhD
Call center innovation need not happen in huge, revolutionary jumps. We can better apply innovation as manageable tweaks on a consistent basis over time. . . . read more >>

Vendor Profile on TAS Marketing 
TAS Marketing, a TAS broker, has the goal to bring buyers and sellers together in a very fruitful way and make every transaction a win-win experience. . . .  read more >>

Guest Column: The Truths of System Hardening, by Shawn Griswold, Startel
While we cannot guarantee a failsafe security system, we can make it harder for the hackers to hack. Don’t allow your call center to be an easy target. . . . read more >>

Happy Customer Service Reps Equals Happy Customers, by Daniel Fallmann
Discover how to support your workforce sustainably in their day-to-day work. High quality and superior performance, backed by targeted big-picture data will drive success. . . . read more >>

Why Appointment Setting for Insurance Agents Makes Perfect Sense, by Steve Korn
Appointment setters for insurance agents can have a quick conversation with a client or prospect to help keep the agency pipeline full. . . . read more >>

Ten Years Ago: Higher Quality or Lower Costs: 7 Ways Companies Can Deliver Both, by P.J. Weyforth
A virtual workforce can help call centers save money and solve customer management challenges. . . . read more >>

Twenty Years Ago: Not Measuring Your Customer Service? Then You Are Not Even Close to Managing It, by David Saxby
If you can’t measure customer service at your business, then you can’t manage it. . . . read more >>

Industry News

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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