The November/December  2016 Issue of Connections Magazine, covering call centers and the teleservice industry

Read these articles online:

• How to Use CRM and Live Chat in Your Call Center
• From the Publisher: Call Center Reality and Public Perception
• Guest Column: Change the Way You Look at Things and Make a Difference
  Ask Kathy: Call Center Employee Satisfaction Management
• Vendor Profile: Szeto Technologies
• Training Is Key
• Fight Social Engineering of Call Center Agents
• A B2B Case Study: Outbound Marketing from Good to Great
• How Secure Is Your Call Center?
• Three Major Cloud Service Models
• Directory of Multilingual Call Centers

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

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The September/October  2016 Issue of Connections Magazine, covering call centers and the teleservice industry

Read these articles online:

• Five Cloud Characteristics
• From the Publisher: Embrace the Call Center as a Business Strategy
• Vendor Profile: Alston Tascom
• Guest Column: Transform WFO to CXM
• Ask: Kathy: Effective Probing Strategies
• It’s Time to Replace the Annual Performance Appraisal
• Telemarketing Lead Generation
• The Phone Is Dead – Long Live the Phone
• Nine Tips for Top-Notch Customer Service Leadership
• On-Call Case Study: Finding a Profitable Solution to a Time-Consuming Problem
• Directory of Call Center Providers

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

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The July/August 2016 Issue of Connections Magazine, covering call centers and the teleservice industry

Read these articles online:

• Do You Have a Call Center or a Relationship Center?
• Let’s Be Honest About Omnichannel
• Seven Steps to Successful Sales Calls
• Outsourced Telemarketing: Data Collection Best Practices
• What Metrics Are You Using for Multichannel Support?
• Vendor Spotlight on OnviSource
• The Growing Risks in Cross-Border Telemarketing
• Looking Ahead
• North America Outsourcing Call Center Director

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

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The May/June 2016 Issue of Connections Magazine, covering call centers and the teleservice industry

Read these articles online:

• Seven Predictions for the Future of Customer Engagement in the Contact Center
• How to Combat Survey Fatigue
• The Call Center Meet Cyberterrorism
• Prevent Customer Cancellations
• Seven Common TCPA Misconceptions
• Vendor Spotlight on Amtelco
• Why You Should Care about Your IVR
• Crisis Call, Line One: Preparing and Training Staff for Crisis Callers
• Three Tips on Retaining Millennials at Your Call Center

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

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The March/April 2016 Issue of Connections Magazine, covering call centers and the teleservice industry

Read these articles online:

• From the Publisher: Healthcare is Hot – Is Your Contact Center Ready?
• How to Evaluate a Nurse Triage Call Center Platform
• Five Tips for Successful Patient Triage
• Transforming WFO into CEM: Unify Omnichannel Analytics with Big Data Management
• A Successful Presentation
• Can Telehealth Save Medicare?
• Finding the Right Medical Call Center Consultant
• Healthcare Contact Center Outsourcing and Vendor Directory
• Delighting your Customers
• Ten Best Practices for Delivering Virtual Training

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

The January/February 2016 Issue of Connections Magazine, covering call centers and the teleservice industry

Read these articles online:

• From the Publisher: The Cost of Poor Training
• Cloud System Technology 101
• 2016 Annual Buyer Guide
• Vendor Profile: Professional Teledata
• Emotional Intelligence in the Call Center
• The Hidden Costs of Pause-and-Resume Payment Card Processing
• Guest Column: Five Little Words
• Ask Kathy: Effectively Prevent Customer Cancellations

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