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The November/December 2019 Issue of Connections Magazine, covering call centers and the teleservice industry

Read these articles online:

• Making Robotic Process Automation Positive for Employees
• From the Publisher: Customer Service Makes the Difference
• Ask Kathy: Overcoming Call Reluctance, Part Four
• Asking Questions to Enhance Strategic Thinking
• Vendor Profile: Szeto Technologies
• First Aid for Burned-Out Teams
• The Next-Generation Interactive Message Exchange
• How Call Centers Can Support VA Healthcare
• Six Cost-Effective Recruiting Ideas: Attracting the Best Job Candidates on a Budget

The September/October 2019 Issue of Connections Magazine, covering call centers and the teleservice industry

Read these articles online:

• Challenges and Opportunities: Contact Center and Artificial Intelligence
• From the Publisher: Is the Future Our Friend or Foe?
• Ask Kathy: Overcoming Call Reluctance, Part 3
• Robotic Process Automation: It Is Here to Make the Change
• Vendor Profile: Startel
• Seven Reasons to Not Share Ownership with Key Employees
• The Advantages of Analytics-Enabled Quality Management
• Common Verbal Communication Blunders
• Three Tactics to Transform a Call Center into a Care Center
• How to Use Outsourced Telesales for Increased Market Share
• Five Realities of Contact Center Customer Service Reps
• Using Speech Analytics to Improve Customer Relationships in the Call Center
• Unified Communications: How Endpoint Management Delivers the Goods

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The July/August 2019 Issue of Connections Magazine, covering call centers and the teleservice industry

Read these articles online:

• The Ten Commandments of Creating Lifetime Customers
• From the Publisher: How to Enhance the Customer Experience
• Ask Kathy: Overcoming Call Reluctance, Part Two
• Three Hosted Services Considerations
• Vendor Profile: OnviSource
• Business Valuations: Three Situations When You Might Not Need One
• Combatting the Top Reasons for Agent Churn
• Five Call Center Improvements Patients Say Would Improve Healthcare Experiences
• Five Website Features That May Be Working Against You
• How to Write an Outbound Telemarketing Script
• Top Tips for Beginning Telemarketers
• Understanding the Importance of Decision Triggers in Selling to Your Prospects

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The May/June 2019 Issue of Connections Magazine, covering call centers and the teleservice industry

Read these articles online:

• Channel Surf to Enhance Your Customer’s Journey
• From the Publisher: What Kind of Customer Experience Do You Provide?
• Ask Kathy: Overcoming Call Reluctance, Part One
• Vendor Profile: Amtelco
• Are You Building Trust with Your Website?
• Caught in the CrossFire: Contact Rates Continue to Decline
• Four Reasons Every Professional Should Have a Personal Development Strategic Plan
• Innovation Enhances the Cloud-Based Contact Center Infrastructure Market
• Maximize the Impact of Your Profit per Sale
• Telemarketing Appointment Setting Best Practices: Part 3
• Why Hackers Target Medical Records Instead of Credit Cards
• Why Telephone Triage Nurses Are a Perfect Complement to Telemedicine

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The March/April 2019 Issue of Connections Magazine, covering call centers and the teleservice industry

Read these articles online:

• Consider Contact Center Improvements When Patient Satisfaction Matters
• From the Publisher: Is Your Call Center Ready for Anything?
• Ask Kathy: A Successful Telephone Presentation
• What Does an Optimal Customer Experience with a Call Center Look Like?
• Seven Tips to Minimize Risk and Improve the Patient Experience
• Four Steps to Minimize Risk in a Healthcare Call Center
• Cloud-Based ACDs and Dialers Come of Age
• Telemarketing Appointment Setting Best Practices: Part 2
• Hiring and Training CSRs for Digital Contact Center Work
• Three Pieces of Key Information Your Call Center Is Missing Without Machine Learning
• The Ultimate Call Center Service for Contractors

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

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