The May 2023 Issue of Connections Magazine, covering call centers and the teleservice industry

Feature Content:

How Conversational AI Can Power Up Your Contact Center, by The SingleComm Team
Conversational AI can help your call center and your business handle queries faster, free agent time, and raise customer satisfaction. . . . read more >>

From the Publisher: Avoid the Covid Excuse in Your Call Center by Peter Lyle DeHaan, PhD
Avoid using the covid excuse to justify poor customer service. Instead, accept responsibility for your center’s success and fix the problems. . . . read more >>

Vendor Profile on Amtelco
Learn the latest news and information from the team at Amtelco. . . . read more >>

How Remote Video Calls Can Transform the Customer Experience, by Rama Sreenivasan
The best remote video call technology integrates seamlessly into the call center’s current workflow software. . . . read more >>

AI in Answering Services, by Michael C. McMillan
With AI in answering services, companies can expect higher profits and better compensation for their employees. . . . read more >>

Data Driven, Multi-Channel Contact Centers Elevate the Customer Experience, by Renaud Charvet
Discover how data driven, multi-channel contact centers can elevate the customer experience and increase business effectiveness. . . . read more >>

Do Your Call Center Employees Believe They Receive Adequate Recognition? by Mike Hill
Discover how to know when you are meeting or even exceeding your employees’ desire to be recognized. . . . read more >>

Ten Years Ago: How to Handle a Challenging Customer on Live Chat by Jeff Mason
Live chat is a terrific way to provide customer service, but chat uses different skills than live voice communications. . . . read more >>

Twenty Years Ago: How to Manage More Creatively by Stephen Manallack
Creativity and management make an effective team. Here are some tips to help senior management become more creative. . . . read more >>

Industry News

• Wisconsin State Journal Names Amtelco Winner of Madison, WI Top Workplaces 2023 Award
• Amtelco Goes Green with Solar Energy
• 2023 NAEO Annual Conference/Advanced Technical Workshop Update

Send us your call center articles and news for consideration in the next issue of Connections Magazine.

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About Connections Magazine 

Connections Magazine is the premier publication for the call center industry, providing news and information for call centers, sent at no cost to qualified readers at call centers, contact centers, teleservice agencies, phone answering services, and telemessaging companies.

For more information, contact us.

The March 2023 Issue of Connections Magazine, covering call centers and the teleservice industry

Feature Content:

Making Contact Centers More Secure, by Donna Fluss
Contact center agents must balance their primary job of delivering a great customer experience with real world security threats. . . . read more >>

From the Publisher: Artificial Intelligence in the Call Center by Peter Lyle DeHaan, PhD
There are three responses when it comes to implementing artificial intelligence in your call center operation. . . . read more >>

Contact Center Software Boosts Agent Productivity
Selecting the right technology helps simplify agents’ workflow while increasing their productivity and job satisfaction. . . . read more >>

Ten Years Ago: Why Traditional Methods For Motivating Salesforce Don’t Work by Joe Laipple
Tips to find new and successful ways to motivate your salesforce to deliver exceptional performance. . . . read more >>

Twenty Years Ago: Don’t Put the Technology Cart Before the Horse, by Eric Miller
Thoughts on the effective implementation of technology in the call center. . . . read more >>

Industry News

• nCall v4 Released
• AnswerNet Expands Traditional Answering Service to Include Text Support

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About Connections Magazine 

Connections Magazine is the premier publication for the call center industry, providing news and information for call centers, sent at no cost to qualified readers at call centers, contact centers, teleservice agencies, phone answering services, and telemessaging companies.

For more information, contact us.

The January 2023 Issue of Connections Magazine, covering call centers and the teleservice industry

Feature Content:

Contact Center Pain Points: Tips for Improving Processes or Adopting New Technology, submitted by SingleComm
Process-improving technology is a must for contact centers to stay competitive putting new technologies to use can mean growing pains. . . read more >>

From the Publisher: Developing Your Callback Strategy by Peter Lyle DeHaan, PhD
Calling customers back when you’re busy is a feature consumers increasingly expect call centers to offer. . . read more >>

Ten Years Ago: Breaking Bad Habits: How to Create Change That Sticks, by Joe Laipple
To breaking bad habits, start now in taking these keys steps to move you down the path to the long-term changes you desire. . . read more >>

Twenty Years Ago: Errors and Omissions Insurance Case Study: Alarm Monitoring, by Laura McCormick
A claim scenario involving teleservices companies, based on combining facts from actual claims. . . read more >>

Industry News

• Amtelco Adds Staff to Support Increasing Customer Base
• New Sales and Marketing Book: Sticky Sales and Marketing, by Peter Lyle DeHaan

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Marketplace Directory of leading Contact Center Vendors.

About Connections Magazine 

Connections Magazine is the premier publication for the call center industry, providing news and information for call centers, sent at no cost to qualified readers at call centers, contact centers, teleservice agencies, phone answering services, and telemessaging companies.

For more information, contact us.