---

The January/February 2019 Issue of Connections Magazine, covering call centers and the teleservice industry

Read these articles online:

• 2019 Annual Buyers Guide
• From the Publisher: Our Seventeenth Annual Buyers Guide
• Ignoring Lessons from the Past
• The Year Ahead: Call Center Trends of 2019
• Vendor Profile: nSolve
• Ask Kathy: Develop the Habit of Monitoring and Coaching—Part 2
• Surviving the Storm
• Three Ways for Contact Centers to Maintain Post-Holiday Momentum

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

Save

---

The November/December 2018 Issue of Connections Magazine, covering call centers and the teleservice industry

Read these articles online:

• Science and Technology Revolutionize the Customer Experience
• Best Practices for Surviving a Ransomware Attack
• Telemarketing Appointment Setting Best Practices—Part 1
• From the Publisher: Are You a Call Center or a Contact Center?
• Vendor Profile: Szeto Technologies
• Ask Kathy: Develop the Habit of Monitoring and Coaching—Part 1
• Fill Your Contact Center Seats with Passion, Not Just People!
• Important Forecasting Considerations for Inbound Contact Solutions
• PCI Scope Reduction Can Save Tens of Thousands of Dollars Per Year
• Why Call Centers Are Important for Your Branding Strategy

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

---

The September/October 2018 Issue of Connections Magazine, covering call centers and the teleservice industry

Read these articles online:

• Size Considerations for Selecting an Outsourced Call Center
• Embrace the Intelligent Virtual Agent
• Knowledge Management in the Era of AI
• From the Publisher: The Failure of New Customer Discounts
• Vendor Profile: Startel and Professional Teledata
• Ask Kathy: Why Telemarketing Programs Fail, Part Five
• The Bots Are Coming!
• Balancing Technology and the Human Touch
• What is a Great Customer Service Department?
• Need Responsive, Fast-flex Customer Service?

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

---

The July/August 2018 Issue of Connections Magazine, covering call centers and the teleservice industry

Read these articles online:

• Automation Success Requires Human Involvement
• Artificial Intelligence and the Call Center
• How to Make Good Training Great in a High-Turnover Industry
• From the Publisher: Chatbots Should Learn from the Errors of IVR
• Vendor Profile: OnviSource
• Ask Kathy: Why Telemarketing Programs Fail, Part Four
• 20 Essential Questions for B2B Lead Qualification
• Why Customer Experience Is a Long-Term Investment
• The Key Differentiator

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

---

The May/June 2018 Issue of Connections Magazine, covering call centers and the teleservice industry

Read these articles online:

• Stay One Step Ahead of Your Customers
• Call Center Technology History
• Communicating with Your Customers
• From the Publisher: Be Careful What You Say
• Vendor Profile: American Tel-A-Systems
• Ask Kathy: Why Telemarketing Programs Fail, Part Three
• Do You Need a 24/7 Contact Center Vendor?
• How to Ensure That Your VoIP-Based Call Center Is Always Online
• Top Workplace Best Practices for Contact Centers
• What You Should Know Before Making Your Next Call Center Headset Purchase

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

---

---

The March/April 2018 Issue of Connections Magazine, covering call centers and the teleservice industry

Read these articles online:

• Three Major Benefits of a Medical Call Center Partnership
• Three Options for Setting up a Nurse Advice Line
• The Healthcare Call Center’s Role in Reducing Hospital Readmissions
• From the Publisher:The Call Center Can Save Healthcare
• Apocalyptic Forecasts and the Contact Center
• Ask Kathy: Why Telemarketing Programs Fail, Part 2
• Business Continuity and Disaster Recovery: Hope for the Best but Prepare for The Worst
• How to Stay Positive in the Telemarketing Services Industry
• How Secure Is Your Contact Center?
• Six Omnichannel Trends Disrupting Customer Service in 2018

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

Save

Save

Save

Save

Save

Save

Save

---

---

The January/February 2018 Issue of Connections Magazine, covering call centers and the teleservice industry

Read these articles online:

• The Annual Buyers Guide 2018
• Can’t We All Just Get Along?
• From the Publisher: Customer Disservice: Sometimes a Call Center Is Its Own Worst Enemy
• 5 Keys to Writing a Successful B2B Telemarketing Script
• Ask Kathy: Reasons Why Telemarketing Programs Fail
• Opportunity Calling: Tapping into Disability Recruitment for Call Center Staffing
• Improving Your Mental Game: Tips for Working through Difficult Calls
• Lead Your Team to Success

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

Save

Save

Save

Save

Save

Save

Save