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

Feature Content:

Striking the Right Chord: Balancing Automation and Human Touch in Call Centers by Genevieve Carrenard
Strike the right chord between automation and the human touch in the call center to create unforgettable customer experiences. . . . read more >>

From the Publisher: Don’t Forget the Human Touch by Peter Lyle DeHaan, PhD
Being able to offer the human touch will distinguish contact centers from their technology-only counterparts. . . . read more >>

Reducing Work Friction Helps Retail Call Center Agents Hate the Holidays Less by Christophe Martel
Today’s retail call centers face a chronic problem: crushing call volumes for most of the calendar year, followed by a holiday spike. . . . read more >>

Navigating Cybersecurity Challenges in Answering Services by Justin Massey. . . . read more >>

Ten Years Ago: Ten Reasons to Move Your Contact Center to the Cloud by Liz Osborn
Deploying a contact center in the cloud is better, faster, and cheaper than an on-premise system. . . . read more >>

Twenty Years Ago: How Good Are You at Customer Service? by Nancy Friedman
Put one of these customer service tips into action and watch what happens. If you use all ten, you can expect happier and more loyal clients. . . . read more >>

Industry News

• Genevieve Carrenard Joins the Connections Magazine Team
• Mobius Vendor Partners Celebrates Twenty-Five Years

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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, contact centers, teleservice agencies, and telephone answering services.

For more information, contact us.

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

Feature Content:

AQM Enhances CX and EX, by Donna Fluss
Given an increasing volume of complaints, most companies need to enhance their customer experience with analytics-enabled quality management (AQM). . . . read more >>

From the Publisher: Consider How Artificial Intelligence Can Help Us in the Call Center, by Peter Lyle DeHaan, PhD
We need not fear artificial intelligence. There is much we can do to make our call centers function faster and more accurately than ever. . . . read more >>

Guest Column: A Protocol Droid for Your Call Center
Imagine having a protocol droid in your call center. Startel’s CMC RestAPI can accomplish much the same thing. . . . read more >>

Unmasking the Threat of SMS Pumping Attacks, by Justin Massey
Adopt these proactive measures to protect your call center operation against SMS-pumping attacks. A failure to act could be costly. . . . read more >>

Ten Years Ago: Best Practices for Implementing New Programs with an Outsourced Call Center, by Richard Hamilton
Implementation of a call center campaign begins with a good start-up plan. Best practices address three critical elements. . . . read more >>

Twenty Years Ago: Protect Yourself and Your Employees from Identity Theft, by Rachel Kuntz
How can employers protect the workplace and employees from the growing concerns of identity theft? . . . read more >>

Industry News

AnswerNet Celebrates Twenty-Five Years

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

Marketplace Directory: Connections Magazine listing 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, contact centers, teleservice agencies, and telephone answering services.

For more information, contact us.

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

Feature Content:

Knowledge Management Will Enhance CX, by Donna Fluss
Today’s knowledge management solutions apply artificial intelligence and machine learning to make them much easier to use and maintain. . . . read more >>

From the Publisher: 7 Tips to Conduct Engaging Customer Surveys, by Peter Lyle DeHaan, PhD
Discover seven essential tips to conduct engaging customer surveys that will drive your business, inform decision making, and increase profits. . . . read more >>

Vendor Profile: Startel Vendor Profile 2023
Discover why Startel customers depend on solutions and services to increase efficiencies, identify opportunities, and communicate 24/7. . . . read more >>

Guest Column: Improve Agent Performance and Customer Satisfaction with Analytics, by Kevin Beale
Automated call analysis can evaluate agent performance, positively impacting the day-to-day call center operations and the bottom line. . . . read more >>

3 Cost-Effective Tips for Brands Looking to Boost Customer Experience, by Rei Kasai
Implementing innovative technology, engaging with customers on their terms, and investing in employees will boost the customer experience (CX). . . . read more >>

Integrating ChatGPT with Advanced Answering Service Platforms, by Michael C. McMillan
The collaboration between ChatGPT and answering service platforms promises to revolutionize the industry by leveraging the power of AI. . . . read more >>

Ten Years Ago: 7 Ways to Keep Young Sales Reps from Crashing and Burning, by Lance Cooper
Building a productive sales team from millennial candidates requires paying attention to recruiting and coaching. . . . read more >>

Twenty Years Ago: Effective Employee Management Begins Before You Hire, by Joseph Sefcik
We’ll be more effective managers if we focus on selecting the right people to hire, which requires an effective selection process. . . . read more >>

Industry News

• Active Insights: Automated Call Scoring, Quality Assurance, Detailed Analytics

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, contact centers, teleservice agencies, and telephone answering services.

For more information, contact us.

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.