By Rob Auld and David Byck In the call center industry, efficiency is everything, but not at the expense of the customer experience (CX). Readymode, … Read more
By Katie Charles The best way to stay efficient in any industry is to find new ways to do things, especially regarding your answering service … Read more
By Donna Fluss Based on findings from a recent DMG Consulting survey, 2025 is shaping up to be an excellent year for technology investments in … Read more
Hire The Right Staff to Achieve Optimal Outcomes By Peter Lyle DeHaan, PhD Call center success hinges on your agents. The right agents produce the … Read more
By Jared M. Tully and Blake N. Humphrey The world is abuzz about “artificial intelligence” and its potential to revolutionize how people live, work, and … Read more
By Donna Fluss As consumers, we’re bombarded with marketing declaring that products are “new and improved,” which is frequently reinforced with updated packaging and a … Read more
By Genevieve Carrenard Call centers are the pulse of customer service, serving as the bridge between companies and their clients. Yet, beneath the buzzing hum … Read more
An Interview with Peter DeHaan, our Editor-in-Chief – Part 2 By Genevieve Carrenard Connections Magazine is entering its fourth decade! In our last issue, we … Read more
By Donna Fluss Contact centers contain a significant amount of customer data as most interactions with customers and prospects are captured and recorded by one … Read more
By Lance Brandon In an era of rapid technological change and evolving customer expectations, call centers must adopt innovative strategies to ensure long-term success. Future-proofing … Read more