Tag Archives: 2007

Issues

The December 2007 Issue of Connections Magazine

December 1, 2007 Peter Lyle DeHaan

The December 2007 Issue of Connections Magazine, covering call centers and the teleservice industry

Read these articles online:

• Connections Magazine Buyers Guide (updated annually)
• From the Publisher: Check Your Email
• Mind Your Business: The First Time Buyer
• Customer Service in the Web 2.0 World
• Are Workforce Management Simulators Enough?
• Are You Turning Raving Fans into Roving Fans?
• Beware the Fallout of Bad Customer Service

[Connections Magazine is proudly published by Peter DeHaan Publishing Inc, Peter Lyle DeHaan, PhD editor.]

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Issues

The November 2007 Issue of Connections Magazine

November 1, 2007 Peter Lyle DeHaan

The November 2007 Issue of Connections Magazine, covering call centers and the teleservice industry

Read these articles online:

• VoIP: What’s In It for Me?
• VoIP Case Study: The JCF Story
• VoIP in Action
• From the Publisher: A Moment of Clarity
• Mind Your Business: The Value of EBITDA
• Cashing Out Your Hidden Business Assets
• ATA Convention ICE Cools the Arizona Desert
• What Is Telemanagement?
• The CAM-X 2007 Call Centre Award of Distinction
• The CAM-X 2007 Award of Excellence
• Attention-Catching Customer Service Depends on People
• The Road to an All IP Telephony Network Is Paved with SS7

[Connections Magazine is proudly published by Peter DeHaan Publishing Inc, Peter Lyle DeHaan, PhD editor.]

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Issues

The October 2007 Issue of Connections Magazine

October 1, 2007 Peter Lyle DeHaan

The October 2007 Issue of Connections Magazine, covering call centers and the teleservice industry

Read these articles online:

• Homebodies: The New Contact Center Agents
• From the Publisher: I Want to Buy Some Shoes
• Mind Your Business: Adjusting the Sales Price
• Strategies for Hiring in a Virtual Call Center
• Benefits of Virtualization for Call Centers
• Call Center Best-Practices Make the Difference
• What Does an Agent Really Cost, and Could You Use an Extra One or Two?
• Teleservice Agency Listing
• Creating a Virtual Contact Center
• Service Recovery: The Art of Damage Control

[Connections Magazine is proudly published by Peter DeHaan Publishing Inc, Peter Lyle DeHaan, PhD editor.]

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Issues

The September 2007 Issue of Connections Magazine

September 1, 2007 Peter Lyle DeHaan

The September 2007 Issue of Connections Magazine, covering call centers and the teleservice industry

Read these articles online:

• Agent Automation: Optimizing a Call Center’s Most Important Resource
• Call Scripting Software: The Key to Agent Automation
• From the Publisher: Take Your Call Center to the Next Level
• Mind Your Business: Selling A Commingled Business
• Should Inbound Contact Centers Be Worried?
• Best Practices in Verification
• The Metric That Matters: Understanding Cost per Sale vs. Cost per Hour in the Teleservices Industry
• The Evolution of the Call Center
• Soft Selling Yields Hard Profits in Contact Centers
• Win Business without Cutting Prices
• Hosting Offers a Fast Track to Superior Customer Service

[Connections Magazine is proudly published by Peter DeHaan Publishing Inc, Peter Lyle DeHaan, PhD editor.]

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Issues

The Jul/Aug 2007 Issue of Connections Magazine

July 1, 2007 Peter Lyle DeHaan

The July/August 2007 Issue of Connections Magazine, covering call centers and the teleservice industry

Read these articles online:

• A Real Change Will Do You Good
• From the Publisher: The Impending “Do Not Market” Threat
• Industry Standards Initiative
• Mind Your Business: Performing Due Diligence
• “One Number” Technology: An Alternative DID
• Message Taking Systems and Software
• Call Center Spotlight on InfoCision: Twenty-Five Years of Excellence
• ATSI Exhibitor Profiles
• ATSI Call Center Award of Distinction
• ATSI Award of Excellence
• Offshore Outsourcing Call Center Listing

[Connections Magazine is proudly published by Peter DeHaan Publishing Inc, Peter Lyle DeHaan, PhD editor.]

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Issues

The June 2007 Issue of Connections Magazine

June 1, 2007 Peter Lyle DeHaan

The June 2007 Issue of Connections Magazine, covering call centers and the teleservice industry

Read these articles online:

• What’s the Big Deal about Hosting?
• From the Publisher: Peter’s Law of Reciprocity
• Financial Benchmarking for Your Business
• Mind Your Business: Ensuring a Smooth Sales Process
• Is Your Call Center Ready for a Disaster?
• Planning for Disaster
• What Are Hosted Services?
• Redundancy Solutions Maximize Call Centers Uptime
• How to Find a Premier Search Firm

[Connections Magazine is proudly published by Peter DeHaan Publishing Inc, Peter Lyle DeHaan, PhD editor.]

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Issues

The May 2007 Issue of Connections Magazine

May 1, 2007 Peter Lyle DeHaan

The May 2007 Issue of Connections Magazine, covering call centers and the teleservice industry

Read these articles online:

• A Call for Speech Recognition
• Speech Recognition and Natural Dialogue with Virtual Agents
• Speech Recognition Vendors
• Voice Processing System Providers
• From the Publisher: A Holistic Approach to CRM
• Putting the ATSI Marketing Toolkit to Work
• Mind Your Business: The Percent of Revenues Method
• Searching for the “Perfect” CRM
• Agent Cross Training May Not Be the Answer
• Turning Business Challenges into Opportunities
• Case Study: Star Contact Implements VoIP
• What Makes a Good Call Center Agent?

[Connections Magazine is proudly published by Peter DeHaan Publishing Inc, Peter Lyle DeHaan, PhD editor.]

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Issues

The April 2007 Issue of Connections Magazine

April 1, 2007 Peter Lyle DeHaan

The April 2007 Issue of Connections Magazine, covering call centers and the teleservice industry

Read these articles online:

• Redefining the Role of Voice Logging
• Call Logging and Quality Management: Driving a Path to Customer Satisfaction
• Voice Logging in the Call Center
• From the Publisher: What Will They Say?
• Mind Your Business: Valuation Methods
• Federal Universal Service Fund
• Call Center Case Study: Scheduling to Meet Goals and Satisfy Agents
• Happiness Starts with a Fulfilling Career
• Multi-Corporate-Culturalism: Map to Innovation
• Contact Center Automation: A Well-Oiled, Intelligent Machine for Customer Service
• Supervisors: The Critical Link
• Identity Theft: Who’s Protecting Your Callers?

[Connections Magazine is proudly published by Peter DeHaan Publishing Inc, Peter Lyle DeHaan, PhD editor.]

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Issues

The March 2007 Issue of Connections Magazine

March 1, 2007 Peter Lyle DeHaan

The March 2007 Issue of Connections Magazine, covering call centers and the teleservice industry

Read these articles online:

• Workforce Management for Skills-Based Routing
• From the Publisher: Time to Give
• Mind Your Business: Selling for Cash
• Workforce Management Solutions: A Smart Contact Center Investment
• Teleservice Agency Listing – USA
• Agent Adherence 101: Three Simple Strategies to Improved Service Levels
• Outsourcing Customer Satisfaction
• Call Center Voice Biometrics Is Coming
• Get Your Call Center Motivated
• ATSI Owner’s Forum
• The Survey Says…

[Connections Magazine is proudly published by Peter DeHaan Publishing Inc, Peter Lyle DeHaan, PhD editor.]

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Issues

The Jan/Feb 2007 Issue of Connections Magazine

January 1, 2007 Peter Lyle DeHaan

The January/February 2007 Issue of Connections Magazine, covering call centers and the teleservice industry

Read these articles online:

• The Future of the Call Center
• From the Publisher: Be Careful What You Measure
• Profiting from Disaster: How to Ethically Make Money During a Crisis
• 2012 – A Future Scenario for the Telemessaging Industry
• At-Home Agents: The Promises and Pitfalls
• What If Your Competitors Tapped Into Your Call Center
• How to Optimize Skills-Based Routing Using a Virtual Queue
• Weak Wimpy Words

[Connections Magazine is proudly published by Peter DeHaan Publishing Inc, Peter Lyle DeHaan, PhD editor.]

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