Tag Archives: 2011

Issues

The December 2011 Issue of Connections Magazine

December 1, 2011 Peter Lyle DeHaan Leave a comment

The December 2011 Issue of Connections Magazine, covering call centers and the teleservice industry

Read these articles online:

• Contact Center Buyers Guide
• From the Publisher: Is Help Really Just a Phone Call Away?
• The Twelve Steps to Successful Telemarketing – Step Four: Purpose of Call
• Call Center Industry Leading the Charge to Real Business Intelligence
• A Compliance Officer’s Take on the ATA Washington Summit
• Avoiding a Million-Dollar Mistake
• Mind Your Business: How to Determine the Right Buyer for Your Business

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

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Issues

The November 2011 Issue of Connections Magazine

November 1, 2011 Peter Lyle DeHaan Leave a comment

The November 2011 Issue of Connections Magazine, covering call centers and the teleservice industry

Read these articles online:

• The Twelve Steps to Successful Telemarketing – Step Three: Respect Their Time
• From the Publisher: The Art of Finding a Call Center Manager
• Guest Column: Jobs4America: How Intrepid Leaders Are Jumpstarting Job Growth in America
• How to Fire Employees Within the Call Center Context
• Making Telework Work
• Speech Analytics: Tips to Calculating ROI
• Annual Call Center Directory
• Big Data in Telecom: The Need for Analytics
• Incentive Programs for Home Agents
• Outbound Sales Success
• CAM-X 2011 Call Centre Award of Distinction Winners

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

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Issues

The October 2011 Issue of Connections Magazine

October 1, 2011 Peter Lyle DeHaan Leave a comment

The October 2011 Issue of Connections Magazine, covering call centers and the teleservice industry

Read these articles online:

• Applying Good Judgment to Telephone Triage Calls
• From the Publisher: Phone Failure Fiasco
• Combining Telephone Answering Service and Telephone Nurse Triage
• Selecting a Healthcare Call Center Outsourcer
• Directory of Healthcare Call Center Vendors
• The Twelve Steps to Successful Telemarketing – Step Two: Reference
• Creating and Empowering a Virtual Workforce
• The How and Why of Contact Center Employee Incentives
• Coaching as a Strategy
• Mind Your Business: The Importance of Confidentiality

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

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Issues

The September 2011 Issue of Connections Magazine

September 1, 2011 Peter Lyle DeHaan Leave a comment

The September 2011 Issue of Connections Magazine, covering call centers and the teleservice industry

Read these articles online:

• The Twelve Steps to Successful Telemarketing – Step One: Introduction
• From the Publisher: The Trials and Triumphs of Telephone Support
• Introducing ATA’s New CEO, Phil Grudzinski
• What to Look For in a Live Chat Software Solution
• The “New” Chief Customer Officer
• Higher Quality or Lower Costs: Seven Ways Companies Can Deliver Both
• Teleservice Call Center Directory

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

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Issues

The Jul/Aug 2011 Issue of Connections Magazine

July 1, 2011 Peter Lyle DeHaan Leave a comment

The July/August 2011 Issue of Connections Magazine, covering call centers and the teleservice industry

Read these articles online:

• Voice Quality Enhancement: Resolving VoIP Audio Quality for Contact Centers
• From the Publisher: The Saga of a Telemarketing Failure
• The Two-Call Close
• Filling Your Call Center with Proactive, Self-Reliant Agents
• 2011 ATSI Convention Coverage
• UC-Based Phone System: The Potential to Make Life Easier
• Teleservice and Outsource Call Center Directory
• Consciousness and the Customer Experience
• ATSI 2011 Call Center Award of Distinction Winners
• ATSI Award of Excellence Winners 2011

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

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Issues

The June 2011 Issue of Connections Magazine

June 1, 2011 Peter Lyle DeHaan Leave a comment

The June 2011 Issue of Connections Magazine, covering call centers and the teleservice industry

Read these articles online:

• Vendor Profile: Amtelco More Choices = More Flexibility + More Revenue
• From the Publisher: Will You Be Ready?
• Tackling the Top Ten Contact Center Challenges with Speech Analytics
• Does Your Text Analytics Tool Make Sense of “Slanguage?”
• What Are Your Prospect’s Three Fears?
• Real-Time Multilingual Chat for the Call Center: Engaging the Global Market
• Integrating UC Technologies with Legacy Systems
• Mind Your Business: What Is a UCC-1 and Why Should I File One?

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

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Issues

The May 2011 Issue of Connections Magazine

May 1, 2011 Peter Lyle DeHaan Leave a comment

The May 2011 Issue of Connections Magazine, covering call centers and the teleservice industry

Read these articles online:

• Rafael Manzon: A Man on the Move
• From the Publisher: Reflections, Thoughts, and Observations from the Convention
• Setting the Stage for Successful Telemarketing (Part 3 of 3)
• Workspace Management: Outside the Box
• Workforce Management for Your Call Center
• The Bilingual Call Center
• Call Center Directory
• Embracing the Moving Revenue Target
• Coaching Practices and Tools for Today’s Environment
• Mind Your Business: The Employee Non-Compete

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

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Issues

The April 2011 Issue of Connections Magazine

April 1, 2011 Peter Lyle DeHaan Leave a comment

The April 2011 Issue of Connections Magazine, covering call centers and the teleservice industry

Read these articles online:

• Social Responsibility in the Contact Center
• From the Publisher: The Total Cost of Ownership
• Setting the Stage for Successful Telemarketing – Part 2 of 3
• New Servicing/CRM System Benchmark Study Reveals Urgent Need for Change
• Is Your Business Disaster-Proof?
• Call Center Fraud: The End Is Near
• Are Call Centers the Weak Link in PCI Compliance?

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

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Issues

The March 2011 Issue of Connections Magazine

March 1, 2011 Peter Lyle DeHaan Leave a comment

The March 2011 Issue of Connections Magazine, covering call centers and the teleservice industry

Read these articles online:

• Setting the Stage for Successful Telemarketing
• From the Publisher: Read Any Good Books Lately?
• Top Ten Call Center Best Practices to Improve FCR
• Incorporate Social Media and Unified Communications in the Contact Center
• The Brains Behind Outbound Contact Centers
• Outsource Call Center Directory
• Mind Your Business: When to Walk Away

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

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Issues

The Jan/Feb 2011 Issue of Connections Magazine

January 1, 2011 Peter Lyle DeHaan Leave a comment

The January/February2011 Issue of Connections Magazine, covering call centers and the teleservice industry

Read these articles online:

• The 12 Steps to Successful Telemarketing: Understand Your Market Share
• From the Publisher: Looking Back to See Ahead
• Are We There Yet?
• The Future: Preparing for the Next Generation of Agents
• The Customer Experience: Journey to Wow!
• How to Retain Institutional Knowledge Despite Cutbacks
• Using Incentives in the Contact Center: Five Tips for Success
• Mind Your Business: The Value of Representation

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

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