The September 2025 Issue of Connections Magazine, covering call centers and the teleservice industry
Feature Content:
From the Publisher: Replacing Outdated Call Center Scripting Processes, by Nicole Limpert
Call centers have traditionally used printed scripts in binders as a way to standardize and guide agent-caller interactions. Paper-based systems are prone to human error, legibility issues, and inconsistencies. . . .read more >>
Guest Column: Conversational AI: Innovation Meets Interaction, by Donna Fluss
The conversational artificial intelligence (CAI) self-service and agent augmentation sector is experiencing brisk growth due to the convergence of rapidly improving technology and socio/economic event . . . .read more >>
Ten Years Ago: Turnover Solutions: Why Do Employees Leave the Nest?, by Dan Campbell
Contact centers have a reputation for notoriously high turnover rates, sometimes upwards of 200 percent depending on the industry. . . .read more >>
Twenty Years Ago: The Myth of Self-Service, by Peter Lyle DeHaan, PhD
What is your self-service strategy? Is it in-place and fully functional? Perhaps it’s moving forward, slowly but surely. Conversely, you may still be contemplating what your self-service offerings should be – if any at all . . .read more >>
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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.
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