May 2021 Issue of Connections Magazine

The May 2021 Issue of Connections Magazine, covering call centers and the teleservice industry

Feature Content:

Paying Attention to Agent Well-Being Will Improve Your Brand by Donna Fluss
Contact centers should be employers of choice, but not all are. Make sure yours is. . . . read more >>

From the Publisher: The Benefits of Home-Based Call Center Agents, by Peter Lyle DeHaan, PhD
Consider the advantages of having agents work from home. This will help you better staff today and prepare for tomorrow. . . . read more >>

Vendor Profile on Amtelco
Discover the latest developments from Amtelco and Telescan to empower your call center and prepare for the future. . . . read more >>

5 Techniques to Optimize Agent Productivity and Reduce Attrition in a Remote Workforce by Greg Hanover and Tricia Yankovich
The post-COVID call center will look incredibly different from what it once did, but the keys to agent engagement remain the same. . . . read more >>

How to Keep Remote Agents Engaged by Jennifer Lee
A contact center agent’s job is stressful, and the shift to remote work has made it more difficult. Discover how to keep agents engaged. . . . read more >>

Components of Successful Outbound and Inbound Telemarketing Training by Claire Coffman
Agents who know they’ll be heard when they ask for help tend to stay in their position more often than agents who don’t feel supported. . . . read more >>

The Modern Contact Center by Aakash Kumar
To modernize your contact centers, consider how to combine the best people with the best technology to optimize customer service results. . . . read more >>

Ten Years Ago: The Bilingual Call Center by Sandip Sen
Interacting with agents in their preferred language creates a sense of comfort and eases their mind while making the customer experience better. . . . read more >>

Twenty Years Ago:  Personalize Your Business with a Monthly Newsletter by Doug Lindsey
A regular newsletter is a valuable tool that helps retain clients. Learn these time-honored tips to make your newsletter shine. . . . read more >>

Industry News

Classified Ads of opportunities for you.

Marketplace Directory of leading Contact Center Vendors:

Startel contact center software
Amtelco Marketplace
Map Communications
Alliant: Professional Liability Insurance
Quality Contact Solutions
TBS: total billing solution; make it rain $
Ron Violante - Answering Service Broker
SingleComm: cloud-native omnichannel TAS solutions
nCall - Dedicated TAS Software, from nSolve

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.

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