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The November/December 2017 Issue of Connections Magazine, covering call centers and the teleservice industry

Read these articles online:

• AI: On the Right Path but not Yet Real 
• From the Publisher: Will Customer Service Chatbots Ruin the Contact Center?
• Choices and Consequences
• Ask Kathy: Outbound Script Writing Principals
• Three Steps to Ensure Live Chat Agents Support Your Brand Identity
• Vendor Profile: Szeto Technologies
• Top Ten Reasons Call Center Coaching Fails to Improve Customer Experience and Employee Morale and Performance
• Are Insurance Call Centers Putting Customer Data at Risk?

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

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The September/October 2017 Issue of Connections Magazine, covering call centers and the teleservice industry

Read these articles online:

• How to Move Leads Through Your Sales Funnel
• From the Publisher: Great Customer Experience Starts with Customer Service Essentials
• Customer Experience Management Powered by Intelligent Automation
• Ask Kathy:Job Diversification for Call Center Agents
• Should Customer Service be a Sales Channel?
• Three Steps to Establishing Positive Training ROI
• Vendor Profile: Alston Tascom
• A PCI-Certified Level 1 Call Center Will Better Protect Your Customer’s Data
• Machine Learning Puts the “Intelligence” in Contact Center AI
• Keep Your Call Center from Suffering a Privacy Incident

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

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The July/August 2017 Issue of Connections Magazine, covering call centers and the teleservice industry

Read these articles online:

• Enhancing Call Center Culture That Increases ROI
• From the Publisher: Be Nice
• Ask Kathy:Objections Are Opportunities—Part 1
• Continuous Improvement for Telemarketing Programs
• Looking Ahead
• Vendor Profile: OnviSource
• Four Ways Raised-Access Flooring Can Help Your Contact Center
• How Gamification Can Motivate Customer Service Representatives
• Kick the One-Size-Fits-All Approach to the Curb
• Add Resilience to Your Call Center

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

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The May/June 2017 Issue of Connections Magazine, covering call centers and the teleservice industry

Read these articles online:

• The Power of Conversation
• From the Publisher: A Failure to Serve
• Ask Kathy: How Do I Handle a Premature Objection of “I’m Not Interested?
• IVR Optimization Improves Service and Reduces Costs
• Connecting on an Outbound B2B Sales Call
• Vendor Profile: American Tel-A-Systems (Amtelco)
• Five Customer Service Pain Points a UC Solution Can Solve
• Managing Your Workforce Management Strategy
• Ruminations on Cloud-Based Contact Center Technologies
• Ten Tips to Create Inbound Telemarketing Incentives That Work

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

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The March/April 2017 Issue of Connections Magazine, covering call centers and the teleservice industry

Read these articles online:

• The Patient Experience Contact Center
• From the Publisher: The Importance of Channel Consistency
• Ask Kathy: Optimize Training Time and Cost
• Top Ten Contact Center and Servicing Goals for 2017
• Moving from “Sick Care” to “Health Care”
• The Ten Critical Steps of Taking a Triage Call
• 5 Questions to Ask When Switching Contact Center Software
• Three Aspects of Agent Training
• Interoperability in the Healthcare Call Center
• Beyond the Call Center: Meeting Expectations of Consumers Across Generations
• Medical Call Centers Rise to Meet Healthcare’s Pressing Needs

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

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The January/February  2017 Issue of Connections Magazine, covering call centers and the teleservice industry

Read these articles online:

• Make Training a Priority This Year
• From the Publisher: Answering the Call Is Just the First Step
• Guest Column: Take Care of the People Who Take Care of Your Call Center
• Ask Kathy: Professional Telephone Skills
• Vendor Profile: Startel/Professional Teledata – Delivering on the Promise
•  2017 Call Center Buyers Guide
• Determining Most Important KPIs for Your OutboundCampaign
• Four Major Cloud Deployment Models
• How to Solve the Attrition Problem

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

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