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# Connections Magazine

## Posts

- [Reducing  Customer Churn](https://connectionsmagazine.com/article/reducing-customer-churn/) - Businesses focus on sales and marketing efforts to grow their operations and make a profit. But before they can accomplish these goals, they must first make enough sales to offset the business they’ve lost.
- [Amtelco Announces Healthcare Leadership & Education Seminar](https://connectionsmagazine.com/news/amtelco-announces-healthcare-leadership-education-seminar/) - Amtelco announced the return of the annual Healthcare Leadership & Education Seminar, its exclusive conference for hospitals and healthcare organizations.
- [July 2026 Issue of Connections Magazine](https://connectionsmagazine.com/issue/july-2026-issue-of-connections-magazine/) - Read the July 2026 Issue of Connections Magazine, covering call centers and the teleservice industry
- [COMPLAINTS ARE OPPORTUNITIES](https://connectionsmagazine.com/article/complaints-are-opportunities/) - Most employees would rather have a tooth pulled without Novocain than deal with customers who aren’t pleased with a product or service they purchased from your company.
- [Dexcomm: Meeting HIPAA Requirements Using Secure Messaging](https://connectionsmagazine.com/article/dexcomm-meeting-hipaa-requirements-using-secure-messaging/) - By Laura LaLuzerne Protecting customer information is essential for maintaining trust. When faced with the challenge of replacing the pagers they had relied on for decades, a solution that met compliance requirements while preserving paging speed and reliability was needed.This case study examines how one call center addressed this challenge — and improved communication efficiency
- [AnswerNet Announces Acquisition of Enco Utility Services, Expanding its Footprint in the Utility and Energy Sectors](https://connectionsmagazine.com/article/acquisition-of-enco-utility/) - Effective June 1, 2026, the acquisition strengthens AnswerNet’s extensive portfolio of administrative and customer support solutions and expands its specialized offerings for the utility and energy markets.
- [Celebrating Connection at the ATSI Annual Conference](https://connectionsmagazine.com/news/celebrating-connection-at-the-atsi-annual-conference/) - The upcoming event, centered on the theme "Pirates of Collaboration, Bolts of Innovation," offers a critical platform for members to share educational insights and experiences.
- [May 2026 Issue of Connections Magazine](https://connectionsmagazine.com/issue/may-2026-issue-of-connections-magazine/) - Read the May 2026 Issue of Connections Magazine, covering call centers and the teleservice industry
- [NAEO  Superior Agent Service Award Accepting Registrations](https://connectionsmagazine.com/news/naeo-superior-agent-service-award-accepting-registrations/) - The NAEO Superior Agent Service Award (SASA) program is now accepting registrations through May 31, 2026.
- [Thinking About Selling Your Answering Service? What Owners Should Know Before Going to Market](https://connectionsmagazine.com/article/thinking-about-selling-your-answering-services/) - From valuation insights to overlooked red flags, the better you prepare, the more leverage you’ll have when it’s time to walk into serious conversations.
- [How Quickly Can Your Call Center Adapt to AI?](https://connectionsmagazine.com/article/how-quickly-can-your-call-center-adapt-to-ai/) - Many call centers face a unique set of challenges that make adapting to artificial intelligence (AI)-powered communication tools particularly difficult.
- [Kauneonga Expands Liberty Platform with Voice AI, Mobile App and Migration Tools](https://connectionsmagazine.com/news/kauneonga-expands-liberty-platform/) - Kauneonga is introducing new Liberty Platform capabilities designed to help answering services and call centers manage increasingly complex communication operations with greater clarity, flexibility, and control.
- [Amtelco Announces New Software Release](https://connectionsmagazine.com/news/amtelco-release-intelligent-series-6-0/) - Amtelco, a trusted leader in the Call Center and Healthcare Communications industries, announces the release of Intelligent Series 6.0.
- [Amtelco Releases Ellie™ an AI-powered Integrated Virtual Agent](https://connectionsmagazine.com/news/amtelco-releases-ellie/) - Ellie is natively designed to run on Amtelco’s Intelligent Series version 6.0 software and its cloud-based LLM is hosted through the Active Insights platform.
- [Wisconsin State Journal Names Amtelco a Winner Of The Greater Madison area Top Workplaces 2026 Award](https://connectionsmagazine.com/article/amtelco-a-winner-of-the-greater-madison-area-top-workplaces-2026-award/) - Amtelco announced it has been awarded a Top Workplaces 2026 honor by the Wisconsin State Journal.
- [March 2026 Issue of Connections Magazine](https://connectionsmagazine.com/issue/march-2026-issue-of-connections-magazine/) - Read the March 2026 Issue of Connections Magazine, covering call centers and the teleservice industry
- [January 2026 Issue of Connections Magazine](https://connectionsmagazine.com/issue/january-2026-issue-of-connections-magazine/) - Read the January 2026 Issue of Connections Magazine, covering call centers and the teleservice industry
- [The Past, Present, and Future of Telecommunication](https://connectionsmagazine.com/article/the-past-present-and-future-of-telecommunication/) - How did we go from “old-school” phones to the apps and digital systems we use today, and what will communication be like in the near future? Essentially, voice calls turned into data.
- [Agentic AI: Understanding Intelligent Automation](https://connectionsmagazine.com/article/agentic-ai-understanding-intelligent-automation/) - Agentic AI has many definitions, as how it is understood and explained varies by audience, application provider (vendor), or user.
- [Resilience and Financial Wellness: Thriving in the Call Center Industry](https://connectionsmagazine.com/article/resilience-and-financial-wellness-thriving-in-the-call-center-industry/) - Working in a call center is both rewarding and demanding. Agents face long hours, constant customer interactions, and the pressure of meeting performance targets.
- [Amtelco Secure Messages Celebrates 15 Years of Secure Messaging](https://connectionsmagazine.com/news/amtelco-secure-messages-celebrates-15-years-of-secure-messaging/) - Amtelco Secure Messages was launched in 2011 as miSecureMessages MCFARLAND, Wisconsin – January 12, 2026 — Today, Amtelco announced it is celebrating the 15th anniversary of its natively designed Amtelco Secure Messages (ASM) app, recognizing its dedication to providing HIPPA, SOC2, and HITECH-compliant, encrypted messaging for healthcare organizations and businesses that require confidential communication. The
- [An Upgrade Journey Into New Opportunities](https://connectionsmagazine.com/article/acc-an-upgrade-journey-into-new-opportunities/) - American Communications Center Inc. By Laura LaLuzerne ACC Communications Center Inc. (ACC) offers customized virtual receptionist solutions for all types of businesses, both large and small. Founded in Pennsylvania in 1993, ACC helps national and international companies run more efficiently 24 hours a day, 7 days a week, 365 days a year. While many call
- [Amtelco Celebrates 50 Years of Pioneering Innovation in the Communications Industry](https://connectionsmagazine.com/news/amtelco-celebrates-50-years-of-pioneering-innovation/) - Amtelco proudly celebrates its 50th anniversary this year, commemorating five decades of invention, growth, and commitment to the call center industry. MCFARLAND, Wisconsin – January 06, 2026 — Amtelco, a leader in the call center industry, announced it is celebrating its 50th anniversary, recognizing half a century of commitment to providing innovative communication tools and
- [November 2025 Issue of Connections Magazine](https://connectionsmagazine.com/issue/november-2025-issue-of-connections-magazine/) - The November 2025 Issue of Connections Magazine, covering call centers and the teleservice industry Feature Content: From the Publisher: Addressing Call Center Stress Syndrome, by Nicole LimpertCall Center Stress Syndrome (CCSS) is a form of burnout that is highly prevalent among call center agents, mainly due to the unique and high-pressure. . . .read more
- [How AI Answering Services Are Changing the Way Small Businesses Handle Calls](https://connectionsmagazine.com/article/how-ai-answering-services-are-changing-the-way-small-businesses-handle-calls/) - By Lance Brandon AI-powered answering services are quickly becoming the frontline for modern businesses. Instead of missed calls, clunky phone trees, or expensive live coverage, these systems use conversational AI to greet callers in natural language, answer FAQs, capture leads, schedule appointments, verify basic info, filter spam, and route urgent issues to the right person.
- [Addressing Call Center Stress Syndrome](https://connectionsmagazine.com/article/addressing-call-center-stress-syndrome/) - By Nicole Limpert Call Center Stress Syndrome (CCSS) is a form of burnout that is highly prevalent among call center agents, mainly due to the unique and high-pressure environment of the job. Those who suffer with CCSS experience emotional exhaustion, detachment, and reduced job-related productivity. The long list of symptoms of CCSS includes: Lack of
- [Amtelco announces the Release of Web Supervisor](https://connectionsmagazine.com/news/amtelco-announces-the-release-of-web-supervisor/) - Web Supervisor provides management with easy web access to configuration settings, scripting tools, and monitoring features. MCFARLAND, Wisconsin – October 7, 2025 — Today, Amtelco announced the release of Web Supervisor, an application that is designed to give supervisors access to the configuration settings, scripting tools, and monitoring features of the Intelligent Series (IS) v5.7
- [Built on nnovation, Backed by Tradition](https://connectionsmagazine.com/news/built-on-innovation-backed-by-tradition-2/) - As Amtelco nears 50 years, innovation remains key—keeping customers ahead with cutting-edge communication tech, backed by a strong tradition of trust.
- [Amtelco Announces the 7.0 Version Releasefor the Amtelco Secure Messages App](https://connectionsmagazine.com/news/amtelco-announces-the-7-0-version-releasefor-the-amtelco-secure-messages-app/) - Amtelco announced the release of version 7.0 for its HIPAA-compliant secure messaging app called Amtelco Secure Messages.
- [September 2025 Issue of Connections Magazine](https://connectionsmagazine.com/issue/september-2025-issue-of-connections-magazine/) - Explore the September 2025 issue of Connections Magazine insights and updates from the call center and teleservices industry you don’t want to miss.
- [July 2025 Issue of Connections Magazine](https://connectionsmagazine.com/issue/july-2025-issue-of-connections-magazine/) - Explore the July 2025 issue of Connections Magazine insights and updates from the call center and teleservices industry you don’t want to miss.
- [Conversational AI: Innovation Meets Interaction](https://connectionsmagazine.com/article/conversational-ai-innovation-meets-interaction/) - 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 events.
- [Replacing Outdated Call Center Scripting Processes](https://connectionsmagazine.com/article/replacing-outdated-call-center-scripting-processes/) - Call centers have traditionally used printed scripts in binders as a way to standardize and guide agent-caller interactions.
- [What Is Artificial Intelligence’s Place in Your Call Center?](https://connectionsmagazine.com/article/what-is-artificial-intelligences-place-in-your-call-center/) - Choosing the right AI for your call center isn’t one-size-fits-all—pick smart, plan well, and pivot when needed to turn tech into success.
- [How Artificial Intelligence is Transforming the Call Center Industry](https://connectionsmagazine.com/article/how-artificial-intelligence-is-transforming-the-call-center-industry/) - By Kevin Beale Artificial intelligence (AI) is revolutionizing how we interact with computers, obtain information, and perform our daily jobs. This applies to all industries. AI can be used for tasks as simple as finding detailed information on a specific topic or as complex as writing software code. AI will continue to grow dramatically over
- [May 2025 Issue of Connections Magazine](https://connectionsmagazine.com/issue/may-2025-issue-of-connections-magazine/) - The May 2025 Issue of Connections Magazine, covering call centers and the teleservice industry Feature Content: From the Publisher: Ideas Ignite in Phoenix: Why You Can’t Miss the 2025 ATSI Annual Conference, by Genevieve CarrenardIf there’s one event that defines the heartbeat of the call center industry, it’s the ATSI Annual Conference—and 2025 promises to
- [January 2025 Issue of Connections Magazine](https://connectionsmagazine.com/issue/january-2025-issue-of-connections-magazine/) - The January 2025 issue of Connections Magazine, covering the call center industry, is now available.
- [Benefits of Uniting CRM and Amtelco’s Solutions](https://connectionsmagazine.com/article/benefits-of-uniting-crm-and-amtelcos-solutions/) - Our world faces many demands. This is no time for siloed CRM tools—your systems must connect to deliver smart, fast, and seamless call center performance.
- [Ideas Ignite in Phoenix: Why You Can’t Miss the 2025 ATSI Annual Conference](https://connectionsmagazine.com/article/ideas-ignite-in-phoenix-why-you-cant-miss-the-2025-atsi-annual-conference/) - Discover how ideas ignite in Phoenix at the 2025 ATSI Annual Conference—an unmissable event where innovation, connection, and opportunity come together.
- [Case Study: How AI and a New Sales Strategy Helped Readymode Book More Demos and Close More Deals](https://connectionsmagazine.com/article/case-study-how-ai-and-a-new-sales-strategy-helped-readymode-book-more-demos-and-close-more-deals/) - 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, a leader in predictive dialing software, took this to heart and recognized that its sales process needed to evolve. This case study shares how Readymode used artificial intelligence (AI) to
- [AnswerNet Acquires Assets of Exchange Network](https://connectionsmagazine.com/news/answernet-acquires-assets-of-exchange-network/) - AnswerNet announced the addition of the Exchange Network of Billerica, Massachusetts to its growing family of call centers.
- [New Quality Management Solution for Contact Centers Promises up to 99% Coverage](https://connectionsmagazine.com/news/new-quality-management-solution-for-contact-centers-promises-up-to-99-coverage/) - Workforce analytics provider Insightful.io has launched a new Quality Management (QM) module for contact centers, with the potential for up to 99% coverage. Doing quality management at scale is a perennial challenge for contact center operators. Today, the average QM coverage rate is just 3%. Insightful’s new solution will eventually enable organizations to achieve up
- [First Orion Launches Protect+, Safeguards Businesses from Inbound Spam and Scam Calls](https://connectionsmagazine.com/news/first-orion-launches-protect-safeguards-businesses-from-inbound-spam-and-scam-calls/) - Empowers businesses to make informed decisions on how inbound calls are treated–so that ‘only the good calls’ reach its agents North Little Rock, Arkansas—4/8/25—First Orion, a leader in branded communication solutions, today announced the launch of Protect+ Risk Detection, a data-driven, signal-responsive AI solution for inbound spam and scam call protection that empowers businesses to
- [Wisconsin State Journal Names Amtelco a Winner of the Madison, WI Top Workplaces 2025 Award](https://connectionsmagazine.com/news/amtelco-madison-top-workplace-2025-award/) - Amtelco, a trusted leader in the Contact Center and Enterprise Critical Communications industries, has been awarded a Top Workplaces 2025 honor by Wisconsin State Journal Top Workplaces for the sixth consecutive year. MCFARLAND, Wisconsin – March 24, 2025 — Today, Amtelco announced that Wisconsin State Journal Top Workplaces has awarded it a Top Workplaces 2025
- [Learn How to Handle Irate Customers](https://connectionsmagazine.com/article/handling-irate-customers/) - Handling irate customers successfully will reward with a satisfied customer and their loyalty to you and your organization.
- [March 2025 Issue of Connections Magazine](https://connectionsmagazine.com/issue/march-2025-issue-of-connections-magazine/) - The March 2025 Issue of Connections Magazine, covering call centers and the teleservice industry Feature Content: From the Publisher: Five Essential Skills Every Call Center Agent Should Have, by Peter Lyle DeHaan Call center success hinges on your agents. The right agents produce the best results. This starts with hiring. . . .read more >> Contact
- [Five Essential Skills Every Call Center Agent Should Have](https://connectionsmagazine.com/article/five-essential-skills-every-call-center-agent-should-have/) - 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 best results. This starts with hiring. Here are five essential agent skills to screen for in the interview process: Clear Speech The first essential agent skill is that they can
- [Call Center Automation Tools That Are Revolutionizing The Industry](https://connectionsmagazine.com/article/call-center-automation-tools-that-are-revolutionizing-the-industry/) - 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 software. Automating repetitive tasks is a great way to save time and money. Finding the right cloud-based software can be a big challenge, as it needs to integrate with systems
- [Contact Center Key Technology Trends for 2025: AI Leads the Charge](https://connectionsmagazine.com/article/contact-center-key-technology-trends-for-2025-ai-leads-the-charge/) - 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 contact centers. In December 2024, DMG issued a worldwide survey through our network of media partners designed for enterprise, customer experience (CX), contact center, and IT executives. We asked about
- [Amtelco Attends HIMSS25 and Introduces Ellie® an AI-Powered Intelligent Virtual Agent](https://connectionsmagazine.com/news/amtelco-attends-himss25-and-introduces-ellie-an-ai-powered-intelligent-virtual-agent/) - Amtelco will be an exhibitor again at the HIMSS Global Health Conference & Exhibition. MCFARLAND, Wisconsin – February 18, 2025 —Today, Amtelco announced they will attend the Healthcare Information and Management Systems Society (HIMSS) annual conference for the 27th consecutive year. HIMSS25 will be held on March 3-6, 2025, in Las Vegas, Nevada, at the
- [AI-Generated Calls: Telecom's Next TCPA Frontier?](https://connectionsmagazine.com/article/ai-generated-calls-telecoms-next-tcpa-frontier/) - 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 play. The telecommunications industry is no exception. To that end, in August 2024, the Federal Communications Commission ("FCC") released a notice of proposed rulemaking that would impose new requirements for
- [AI-Enhanced Conversation Analytics Redefines the CX and EX](https://connectionsmagazine.com/article/ai-enhanced-conversation-analytics-redefines-the-cx-and-ex/) - 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 different name. However, we often discover the product hasn’t changed much – if at all. Is that the case with conversation analytics? Are these solutions the speech and text analytics
- [November 2024 Issue of Connections Magazine](https://connectionsmagazine.com/issue/november-2024-issue-of-connections-magazine/) - The November 2024 Issue of Connections Magazine, covering call centers and the teleservice industry Feature Content: From the Publisher: Unveiling the Heart of Call Centers Workers: What Employees Want Their Boss to Know, by Genevieve CarrenardCall centers are the pulse of customer service, serving as the bridge between companies and their clients. Yet, beneath the
- [July 2024 Issue of Connections Magazine](https://connectionsmagazine.com/issue/july-2024-issue-of-connections-magazine/) - The July 2024 Issue of Connections Magazine, covering call centers and the teleservice industry Feature Content: From the Publisher: Celebrating 31 Years of Connections Magazine: An Interview with Peter DeHaan, PhD., by Genevieve CarrenardCelebrating this milestone fills everyone at Connections Magazine with immense gratitude. Entering a fourth decade is a testament to the hard work
- [Unveiling the Heart of Call Centers Workers: What Employees Want Their Boss to Know](https://connectionsmagazine.com/article/unveiling-the-heart-of-call-centers-workers-what-employees-want-their-boss-to-know/) - 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 of conversations lies an undercurrent of unspoken employee needs. Managers striving for excellence often focus on metrics, efficiency, and customer satisfaction but may overlook the deeper desires of their team.
- [September 2024 Issue of Connections Magazine](https://connectionsmagazine.com/issue/september-2024-issue-of-connections-magazine/) - The September 2024 Issue of Connections Magazine, covering call centers and the teleservice industry Feature Content: From the Publisher: Celebrating 31 Years of Connections Magazine: An Interview Peter DeHaan, PhD. - Part 2 by Genevieve CarrenardConnections Magazine is entering its fourth decade! In our last issue, we asked Peter DeHaan, our editor-in-chief, to take us
- [Celebrating 31 Years of Connections Magazine](https://connectionsmagazine.com/article/31-years-of-connections-magazine-part-2/) - 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 asked Peter DeHaan, our editor-in-chief, to take us back to the early days of his career in the call center industry, and his involvement with the magazine. Picking up where
- [Celebrating 31 Years of Connections Magazine](https://connectionsmagazine.com/article/celebrating-31-years-connections-interview-with-peter-dehaan/) - An Interview with Peter DeHaan, our Editor-in-Chief By Genevieve Carrenard Celebrating this milestone fills everyone at Connections Magazine with immense gratitude. Entering a fourth decade is a testament to the hard work and dedication of many, and a reflection of the strong relationships we've built with our sponsors, readers, and contributors over the years. Since
- [Contact Centers are a Great Data Source for AI Initiatives](https://connectionsmagazine.com/article/contact-centers-are-a-great-data-source-for-ai-initiatives/) - 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 or more of the department’s systems or applications. Structured inputs are saved in a system of record, such as a customer relationship management (CRM) solution or other customer tracking application.
- [Future-Proofing Your Call Center: Strategies for Long-Term Success](https://connectionsmagazine.com/article/future-proofing-your-call-center-strategies-for-long-term-success/) - 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 your call center is about more than just staying current—it’s about anticipating changes and positioning your organization to thrive. 1. Embrace AI and Automation with Purpose AI is reshaping customer
- [Are You Ready for AI and LLMs in Your Contact Center?](https://connectionsmagazine.com/article/are-you-ready-for-ai-and-llms/) - By Nicole Limpert Artificial Intelligence (AI) and Large Language Models (LLMs) are already being used by all types of businesses. Research indicates that 77 percent of companies are either using or exploring the use of AI in their businesses, and 83 percent of companies report that AI is a top priority in their business plans.
- [Startel: Pioneering Contact Center Solutions for Over Four Decades](https://connectionsmagazine.com/article/startel-vendor-profile/) - By Matt Brogan In the 1980s, digital switches and direct dialing provided new opportunities in the telephone industry, turning local exchanges into national or even international call centers. It was during this wave of change that Startel was founded; not just to sell telephone switch equipment but to offer the expertise to help independent business
- [May 2024 Issue of Connections Magazine](https://connectionsmagazine.com/issue/may-2024-issue-of-connections-magazine/) - The May 2024 Issue of Connections Magazine, covering call centers and the teleservice industry Feature Content: From the Publisher: Exploring Virtual Call Centers, by Peter Lyle DeHaan, PhDCall centers were once centralized operations that functioned at a singular facility. Yet, thanks to today’s technology, they no longer need to be constrained to one location. .
- [Built on Innovation, Backed by Tradition](https://connectionsmagazine.com/article/built-on-innovation-backed-by-tradition/) - Amtelco is a family-owned software company devoted to providing immediate and accurate communications that are built on innovation and backed by tradition. Amtelco’s mission is to create fast, secure, and reliable human connections through software communication solutions. Earlier this year, Amtelco announced a brand refresh and unification of all branches and office locations. This update
- [Exploring Virtual Call Centers](https://connectionsmagazine.com/article/virtual-call-centers-pros-and-cons/) - Consider the Pros and Cons By Peter Lyle DeHaan, PhD Call centers were once centralized operations that functioned at a singular facility. Yet, thanks to today’s technology, they no longer need to be constrained to one location. Now, a call center can function as a distributed enterprise, with some agents working from a centralized office
- [5 Tips for Agent Customer Service Success](https://connectionsmagazine.com/article/5-tips-for-agent-customer-service-success/) - Master the Art of Effective Call Center Communication By Peter Lyle DeHaan, PhD Some people think working in a call center is easy because they like to talk. But that doesn't guarantee agent customer service success. Instead, successful agents need to work at it. Yes, this is easier for some than others, but no one
- [5 Tips to Create a Positive Call Center Work Environment](https://connectionsmagazine.com/article/tips-to-create-a-positive-call-center-environment/) - Care for Your Staff and They’re More Likely to Care for You and Your Callers By Peter Lyle DeHaan, PhD Staffing a call center is hard. Keeping it staffed is getting harder. With finding new staff becoming increasingly challenging, retaining existing staff is even more critical. Here are five tips to create a positive call
- [First Call Resolution Promotes Tim Galarza](https://connectionsmagazine.com/news/first-call-resolution-promotes-tim-galarza/) - First Call Resolution (FCR) announced the promotion of Tim Galarza, from business analyst to director of strategic planning.
- [Disaster Recovery for the Call Center](https://connectionsmagazine.com/article/call-center-disaster-recovery/) - Having a well thought out and readily available emergency plan can be some of the best insurance your center can have.
- [Wireless, PDAs, and the Call Center of the Future](https://connectionsmagazine.com/article/call-center-future/) - Call Centers will need to keep more information on customers and be able to interface with these devices in order to meet their customer’s demands.
- [The Future of Telemessaging](https://connectionsmagazine.com/article/future-of-telemessaging/) - Call center systems, both software and hardware, have to provide your staff with the intelligent tools they need to meet client demands.
- [TTYs in Today's Call Center](https://connectionsmagazine.com/article/ttys-in-call-centers-of-today/) - Call centers are now being equipped with devices that allow the center to communicate with people who are hearing-impaired.
- [Call Center Speech Recognition Vendor Listing](https://connectionsmagazine.com/article/speech-recognition-2/) - Here is our call center speech recognition vendor listing.
- [A Call for Speech Recognition](https://connectionsmagazine.com/article/call-for-speech-recognition/) - Speech recognition is found in three varieties: speaker verification, speaker-dependent, and speaker-independent.
- [The Future of the Call Center](https://connectionsmagazine.com/article/future-of-the-call-center/) - The quest for faster, smaller, powerful, and efficient drives the computer hardware industry: the call center industry benefits.
- [Appointment Scheduling Software Vendors](https://connectionsmagazine.com/article/appointment-scheduling-vendors/) - Connections Magazine listing of Appointment Scheduling Software Vendors,
- [Appointment Scheduling and Event Registration Opportunities](https://connectionsmagazine.com/article/appointment-scheduling-and-event-registration/) - Call centers have opportunities in providing appointment scheduling and event registration services
- [Call Scripting Comes of Age](https://connectionsmagazine.com/article/call-scripting-comes-of-age/) - Scripting calls has long held a promise of being a labor-saving device and providing a method for addressing the particular needs of the call handling process.
- [Upgrading to VoIP in the Call Center](https://connectionsmagazine.com/article/upgrading-to-call-center-voip/) - VoIP is not a fad but a trend: bypass telephone carriers, save money, facilitate remote agents, and prepare for new applications
- [VoIP Security](https://connectionsmagazine.com/article/voip-security/) - Important points to consider concerning VoIP security in the contact center and other critical deployments.
- [The Call Center of the Future](https://connectionsmagazine.com/article/call-center-of-the-future/) - Predicting the future of the call center industry by looking at trends and making educated predictions.
- [Trading Up to a New Messaging Model](https://connectionsmagazine.com/article/new-messaging-model/) - Message-taking software has various features; here are some considerations as you shop for a new system.
- [Call Scripting Software:  The Key to Agent Automation](https://connectionsmagazine.com/article/call-scripting-2/) - By scripting the flow of a call and embedding that into the call-processing system, agents can be guided through calls in a predictable manner.
- [Hosted Services and SaaS Providers](https://connectionsmagazine.com/article/hosted-services-and-saas-providers/) - Here is a listing of vendors who provide various hosted solutions to call centers.
- [A Disaster Recovery Solution](https://connectionsmagazine.com/article/disaster-recovery-solution/) - The first step towards disaster recovery is disaster preparedness, addressing telecommunications, data, and staff.
- [Call Scripting Software: The Key to Agent Automation](https://connectionsmagazine.com/article/call-scripting/) - By scripting the flow of a call agents can be guided through calls in a predictable manner with consistent interactions with callers.
- [The June 2011 Issue of Connections Magazine](https://connectionsmagazine.com/issue/june-2011/) - The Jun 2011 issue of Connections Magazine, covering the call center industry, is now available.
- [ANI Call Screening Eases Agent Workload](https://connectionsmagazine.com/news/ani-call-screening-eases-agent-workload/) - Amtelco’s Infinity ANI call screening allows the entry of up to 1,400 Automatic Number Identification (ANI) numbers into Infinity Supervisor.
- [Vendor Spotlight on Telescan: Growth through Innovation](https://connectionsmagazine.com/article/telescan/) - For 35 years, Telescan has produced innovations for the telemessaging industry, call centers, and TAS.
- [Telescan Moves to New Office Space](https://connectionsmagazine.com/news/telescan-moves/) - Telescan, a division of Amtelco, moved their offices on November 1, 2013, to a more technology-driven environment 617 Salt Lick Road, St. Peters, Missouri.
- [Appointment Scheduling in Today's Call Center](https://connectionsmagazine.com/article/appointment-scheduling-in-call-centers/) - Appointment scheduling will never be a one-size-fits-all part of life. Each client is going to want it done their way and will expect different options.
- [SIP in the Call Center](https://connectionsmagazine.com/article/sip-in-the-call-center/) - SIP (Session Initiation Protocol) technology provides a common connectivity standard for call centers.
- [Hosted Service Options: Three Key Questions](https://connectionsmagazine.com/article/hosted-service-options/) - Calls centers must evaluate technology, such as provided by hosted services, adjusting their business practices.
- [ACE the Call Scripting Process](https://connectionsmagazine.com/article/ace-the-call-scripting-process/) - Successful implementation of call-scripting technology requires accuracy, correctness, and efficiency (ACE),
- [Telescan Completes Level 2 Technical Certification](https://connectionsmagazine.com/news/telescan-completes-level-2-technical-certification/) - Seven Telescan users recently completed a level 2 technical certification on Telescan equipment. The five day training was sponsored by Telescan and TUNe.
- [FCC Mandates Paging Migration to Narrowbanding](https://connectionsmagazine.com/news/fcc-mandates-paging-migration-to-narrowbanding/) - FCC January 2013 mandate that all public safety and business industrial land mobile radio systems operating in certain band ranges must cease operating.
- [Follow Us on Twitter](https://connectionsmagazine.com/article/follow-us-on-twitter/) - Twitter is a short messaging service to send public messages to all followers or private messages to specific people.
- [2014 NAEO Conference Recap](https://connectionsmagazine.com/news/2014-naeo-conference-recap/) - The 2014 National Amtelco Equipment Owners Conference took place in Dallas, Texas, March 11-13 with over 200 members in attendance.
- [Telescan Spectrum Dialer](https://connectionsmagazine.com/news/telescan-spectrum-dialer/) - Telescan announced the release of Spectrum Dialer which supports appointment reminders using imported CSV or Excel formatted call sheets.
- [Guest Column: A Secure Approach to Healthcare Messaging](https://connectionsmagazine.com/article/secure-healthcare-messaging/) - miSecureMessages provides a secure, fully encrypted messaging solution, it also enables new functionality.
- [MiSecureMessages Offers Spectralink Integration](https://connectionsmagazine.com/news/misecuremessages-offers-spectralink-integration/) - The 1Call division of Amtelco announced that miSecureMessages integrates with Spectralink PIVOT™ smartphones.
- [Looking Ahead to Soft Switching](https://connectionsmagazine.com/article/looking-ahead-to-soft-switching/) - Soft switching is an industry development that has been gaining momentum over the last few years. Amtelco has been focused on soft switching for a while.
- [Pat Dye Promoted to Regional Sales Manager](https://connectionsmagazine.com/news/pat-dye-promoted-to-regional-sales-manager/) - Pat Dye has been promoted to regional sales manager for the TAS Division of Amtelco. Pat is covering TAS businesses in several western states.
- [Looking Ahead](https://connectionsmagazine.com/article/amtelco-looks-ahead/) - Amtelco celebrates its fortieth year of call center innovations this year. Over the years the focus of technology has shifted from hardware to software.
- [5 Cloud Characteristics](https://connectionsmagazine.com/article/5-cloud-characteristics/) - Cloud technologies are all about separating the physical IT resources from the actual underlying infrastructure: 5 cloud characteristics as defined by NIST.
- [3 Major Cloud Service Models](https://connectionsmagazine.com/article/cloud-service-models/) - 3 cloud service models: software as a service (SaaS), platform as a service (PaaS), and infrastructure as a service (IaaS). Notice the key word here is service.
- [Four Major Cloud Deployment Models](https://connectionsmagazine.com/article/4-cloud-deployment-models/) - The National Institute of Standards and Technology (NIST) recognizes 4 cloud deployment models: public cloud, private cloud, community cloud, and hybrid cloud.
- [Spectrum Prism II Begins Beta Testing](https://connectionsmagazine.com/news/spectrum-prism-2/) - Telescan has begun installation and field-testing of Prism II at beta sites. Prism II is the next-generation telephony switch for the Telescan Spectrum system.
- [Telescan Announces New Hires](https://connectionsmagazine.com/news/telescan-announces-new-hires/) - Telescan, division of Amtelco, hired Paul Schulte for their support services team and Brett Minster for software development. Both to work in St. Louis office.
- [Interoperability in the Healthcare Call Center](https://connectionsmagazine.com/article/healthcare-call-center-interoperability/) - Interoperability will make your healthcare call center agents more efficient, eliminate mistakes, and reduce costs by automating manual processes.
- [Looking Ahead](https://connectionsmagazine.com/article/looking-ahead/) - As you analyze your client relationships, strive to identify the critical components of their workflows that can be improved by your involvement and at the same time lead to a reduction of their overall costs
- [Vendor Profile: American Tel-A-Systems](https://connectionsmagazine.com/article/vendor-profile-amtelco/) - American Tel-A-Systems, better known as Amtelco, focuses on providing call center solutions that meet or exceed customer expectations, backed by top-notch service and support. Millions of telephone calls and messages are processed every day by Amtelco systems and software in operation in all fifty of the United States and more than twenty foreign countries. By
- [Artificial Intelligence and the Call Center](https://connectionsmagazine.com/article/artificial-intelligence-and-the-call-center/) - Predict Who Is Calling and Why By Nancy Lee Artificial intelligence (AI) is intelligence demonstrated by machines, in contrast to the natural intelligence displayed by humans. In computer science, AI research is defined as the study of intelligent agents: any device that perceives its environment and takes actions that maximize its chance of successfully achieving
- [Three Hosted Services Considerations](https://connectionsmagazine.com/article/call-center-solution/) - By Bill Curtin, IV With many advances in communications technology come changes in the call center industry. These advances allow the use of remote agents and the opportunity to downsize pricey office space. Some call centers are now 100 percent virtual. These changes enable vendors to offer fully hosted solutions, off-site backup, and co-location solutions.
- [New All-in-One Spectrum / Prism II Server](https://connectionsmagazine.com/news/new-all-in-one-spectrum/) - Amtelco hardware and software engineers designed the new Prism II server to run Spectrum, Prism II, and other applications from this one server. Some of the key features or the Amtelco/Telescan designed server are: Redundant power supplies Redundant long life solid state disk drives—480GB disk drives mounted in easily removable/replaceable hot swappable carriers, making for
- [MiSecureMessages Secure Messaging App 4.2.0 for iOS/Apple Devices](https://connectionsmagazine.com/news/misecuremessages-app-for-ios/) - Amtelco released version 4.2.0 of the miSecureMessages secure messaging app, which businesses and healthcare enterprises use for secure communications. Version 4.2.0 features enhanced functionality with Apple Watch. Apple Watch Series 3 and 4 users with Watch OS 5 or later can read and reply to secure messages. A new Apple Watch menu displays which accounts
- [Why Hackers Target Medical Records Instead of Credit Cards](https://connectionsmagazine.com/article/hackers-target-medical-records/) - By Nicole Limpert Despite the care most of us take to protect our credit card information, credit card fraud is the most common form of identity theft in the United States. According to a report from Javelin Strategy & Research, 15.4 million consumers were victims of identity theft or fraud in 2016, which cost US
- [Intelligent Series Call Log Customizable Agent Assessment](https://connectionsmagazine.com/news/amtelco-call-log-agent/) - Amtelco’s Call Log Agent Assessment can be used to assess agents’ productivity to improve their performance, improve customer retention rates, eliminate unproductive processes and systems, and address sources of agent frustration. Amtelco’s Call Log Agent Assessment is in the call details section of the call log. Supervisors can use the assessment to open a pre-built
- [Prism II Time Tracking Feature](https://connectionsmagazine.com/news/prism-ii-time-tracking-feature/) - Many service providers find it desirable to track the time spent performing administrative tasks. Accounting for this time gives greater visibility into internal staffing needs, and, in some cases, the time spent performing these tasks forms part of the client billing. In support of this, Telescan’s Prism II Account Maintenance (PAM) now allows tracking of
- [The Importance of a Secure Messaging Platform](https://connectionsmagazine.com/article/secure-messaging-platform/) - By Nicole Limpert COVID-19 has made huge impacts on our health and day-to-day life throughout the world. The virus has been overwhelming to all, but particularly among the teams who are supporting and caring for those who are sick. Now more than ever, secure messaging platforms are critical to ensure communications are sent securely and
- [Stay Informed with miTeamWeb OnCall Widgets](https://connectionsmagazine.com/news/amtelcos-miteamweb/) - Amtelco’s miTeamWeb Home page displays a variety of information, displayed in widgets. Widgets are useful applications that occupy a portion of a web page and provide information from other web locations. The miTeamWeb widgets provide information about directory listings, messages, status schedule, voice logs, and on-call schedules. If the system administrator has granted their users
- [Genesis Emergency ACD and Park Line Pickup](https://connectionsmagazine.com/news/amtelco-genesis-emergency/) - Amtelco’s Genesis emergency automatic call distribution (ACD) feature is a mode of operation that takes effect if a Genesis Intelligent soft switch client application—such as Amtelco’s Intelligent Series or Telescan’s Genesis Spectrum—becomes disconnected from the Genesis platform. The Genesis emergency ACD makes it possible to ensure that calls are not dropped if the connection to
- [Five Tips for Hospitals When Purchasing a Secure Messaging App](https://connectionsmagazine.com/article/hospital-messaging-app/) - By Tom Curtin Hospital communication systems are complex. Yet many hospitals select one communications method—secure messaging—in the hope that a texting solution or an app is going to be their panacea. When hospital staff research communications companies in the healthcare space, they may not realize that while these businesses offer texting products, that is all
- [Use Telehealth to Extend Healthcare and Save Money](https://connectionsmagazine.com/article/telehealth-services/) - By Nicole Limpert The Health Resources Services Administration (HRSA) defines telehealth as “the use of electronic information and telecommunications technologies to support long-distance clinical health care, patient and professional health-related education, public health, and health administration. Technologies include videoconferencing, the internet, store-and-forward imaging, streaming media, and terrestrial and wireless communications.” One of the most common
- [Enhancing the Customer Experience with Expanded Services and Automation](https://connectionsmagazine.com/article/enchance-the-customer-experience/) - By Nancy Lee and April Forer Call centers exist in an ever-changing marketplace. New channels and technologies are constantly emerging. Using a multichannel, all-in-one system makes it easier to support customers’ needs and earn their loyalty. A true omni-channel system eliminates many performance challenges call centers face today. Agents need to be able to assist
- [Healthcare Call Centers Help Bring Care to the Medically Underserved](https://connectionsmagazine.com/article/healthcare-call-center-for-medically-underserved/) - By Nicole Limpert A person who is medically underserved is someone who does not have health insurance. Estimates from the Centers for Disease Control and the National Health Interview Survey cite that in 2017, 29.3 million, or 9.1 percent of the population were uninsured. Vulnerable Populations: Multiple studies have found that vulnerable populations in the
- [Telescan Announces Auto-Patch of Client Calls Using Secure Apps](https://connectionsmagazine.com/news/telescan-announces-auto-patch-of-client-calls-using-secure-apps/) - Telescan, a division of Amtelco, announced a new feature in development for the Spectrum system for users of the Genesis Prism application: the ability to auto-patch client calls through Prism and present a pre-programmed phone number as the caller ID to the called party. This feature will provide a straightforward way for clients to make calls directly through
- [The Future of Healthcare is Here with Help from Telehealth and Hospital Call Centers](https://connectionsmagazine.com/article/hospital-call-centers/) - By Nicole Limpert Those in the healthcare communication field already know the value of telehealth and virtual care. As the COVID-19 pandemic evolved, telemedicine gained worldwide recognition as a critical healthcare tool to keep both patients and medical staff safe. Telehealth has been used to bring healthcare to rural areas or isolated populations, such as
- [The Critical Role Hospital Call Centers Play During and After a Catastrophe](https://connectionsmagazine.com/article/disaster-hospital-call-centers/) - By Nicole Limpert The ever-increasing threats from natural and human-caused disasters have made the use of disaster response systems a necessity. Nearly two-thirds of U.S. residents live in areas rated as having a moderate to very high risk of experiencing a natural disaster: hurricanes, tornadoes, floods, hail, wildfires, and earthquakes. The Federal Bureau of Investigation’s
- [5 Reasons to Implement Call Center Scripting](https://connectionsmagazine.com/article/call-center-scripting/) - By Amtelco One of the first person-to-person connections a customer makes with an organization is often through a phone call. Whether the caller’s intent is to schedule an appointment, ask a question, or another reason, the way an agent handles that call plays a key role in customer service and satisfaction. Every phone call is
- [Top 5 Call Center Software Must-Have Features in 2021](https://connectionsmagazine.com/article/call-center-software/) - By April Forer Call centers face a variety of challenges in today’s ever-changing environment. When it’s time to upgrade your call center software, the selection process can be overwhelming. Just like buying a vehicle, there are a variety of features available. It’s imperative to consider what features will meet your business needs both now and
- [Telescan Introduces Spectrum Health Monitor](https://connectionsmagazine.com/news/spectrum-health/) - Telescan, a division of Amtelco, announced the introduction of a new product, the Spectrum Health Monitor. The Spectrum Health Monitor was developed to make life a little easier for their customers. The Spectrum Health Monitor automates regular troubleshooting steps and basic preventative maintenance to help prevent extended system down time. It actively monitors the individual
- [Hiring, Training, and Retaining Remote Contact Center Agents](https://connectionsmagazine.com/article/remote-contact-center-agents/) - By April Forer In an employee market it is difficult to hire and retain loyal employees. When there are labor shortages, you must up your game as an employer. Hiring and training contact center agents remotely creates new challenges but having the right processes and technology in place makes all the difference in creating a
- [New miSecureMessages Server Version Release](https://connectionsmagazine.com/news/misecuremessages-server-v6-8/) - Amtelco announced the release of new server version 6.8 for their secure messaging app called miSecureMessages. This new server release contains many anticipated new features such as: High Availability Configuration: Allows miSecureMessages configuration for multiple servers, with automated failover from one server to another if the primary server goes down. This feature provides continuous uptime
- [Telescan Announces Spectrum Updates and New Features](https://connectionsmagazine.com/news/telescan-announces-spectrum-updates-and-new-features/) - Telescan, a division of Amtelco, announced the R1-22 software update. This release provides several updates and introduces some all-new features for Spectrum users. Some of the highlights in this release include: Prism II has a new destination option available in Prism II’s directory. The new destination format is designed to allow transferring an inbound call
- [Tom Curtin Receives 2022 ATSI Hall of Fame Award](https://connectionsmagazine.com/news/tom-curtin-atsi-hall-of-fame/) - Amtelco announced that Tom Curtin, CEO, was recognized as the 2022 Association of Teleservices International (ATSI) Hall of Fame award recipient. The ATSI Hall of Fame award is given to deserving individuals in appreciation and recognition for their contributions to the industry. ATSI presents the awards at the association's annual conference to members who show
- [Amtelco Now on Facebook and Twitter](https://connectionsmagazine.com/news/amtelco-now-on-facebook-and-twitter/) - Amtelco has joined the world of social media with a new presence on Facebook and Twitter.
- [Active Insights](https://connectionsmagazine.com/news/active-insights/) - Automated Call Scoring, Quality Assurance, Detailed Analytics The new secure, cloud-based Active Insights platform provides access to call, message, and speech analytics. Call centers can use Active Insights to quickly find detailed information about calls and agent performance, complete with automated call scoring. Active Insights is user-friendly, fast, and easy to deploy, and provides accurate
- [Improve Agent Performance and Customer Satisfaction with Analytics](https://connectionsmagazine.com/article/agent-performance/) - By Kevin Beale One of the biggest challenges we face in the call center industry is hiring, training, evaluating, and retaining agents. When a call center is fortunate enough to find a new candidate, it’s critical to train and help them become productive as quickly as possible. Advanced analytic tools can reduce training time, streamline
- [Amtelco Opens New Training and Data Facilities](https://connectionsmagazine.com/news/amtelco-opens-new-training-and-data-facilities/) - Amtelco opened its new media and training center named for its founder, William J. Curtin.
- [Amtelco Infinity XDS VoIP Board Installation](https://connectionsmagazine.com/news/amtelco-infinity-xds-voip-board-installation/) - ACT Teleservices is the first to install an Amtelco XDS Technologies Voice over Internet Protocol Board in an operational Amtelco Infinity call center system.
- [Amtelco University Upcoming Course Schedule](https://connectionsmagazine.com/news/amtelco-university-upcoming-course-schedule/) - Amtelco is offering Amtelco University seminars: Telephony 101 and 102 with SMS Messaging.
- [Amtelco Connects to Asterisk and Other Leading ACDs](https://connectionsmagazine.com/news/amtelco-connects-to-asterisk-and-other-leading-acds/) - Amtelco has released the groundbreaking Intelligent Soft Agent, the next-generation evolution of Amtelco’s Infinity call handling and messaging system.
- [Amtelco Adds Integral SMS Text Messaging to Infinity](https://connectionsmagazine.com/news/amtelco-adds-integral-sms-text-messaging-to-infinity/) - Amtelco has added integral SMS text messaging to the dispatching component of both its Infinity platform and Intelligent Series applications.
- [Amtelco Conference Update](https://connectionsmagazine.com/news/amtelco-conference-update/) - The National Amtelco Equipment Owners 2009 Conference was held in Cancun, Mexico, March 1-4.
- [Amtelco Introduces Intelligent SMS Text Messaging](https://connectionsmagazine.com/news/amtelco-introduces-intelligent-sms-text-messaging/) - SMS text messaging is a critical dispatching method to send text messages to client’s cell phones.
- [Amtelco Introduces Infinity Dashboard](https://connectionsmagazine.com/news/amtelco-introduces-infinity-dashboard/) - Amtelco introduced a new stand-alone system monitoring application called Dashboard, which helps supervisors monitor activity and control call center business.
- [Amtelco Introduces IS Appointment Scheduling](https://connectionsmagazine.com/news/amtelco-introduces-is-appointment-scheduling/) - At a recent convention, Amtelco demonstrated the Infinity IS appointment scheduling module that offers call centers the ability to host appointment schedules.
- [Amtelco's New Contact-Based Architecture Eases Scripting and Dispatching](https://connectionsmagazine.com/news/amtelcos-new-contact-based-architecture-eases-scripting-and-dispatching/) - Amtelco's Infinity IS offers call scripting with Contact-Based Architecture (CBA), designed to meet the needs of today's call center clients.
- [Amtelco Infinity Chassis Goes Green](https://connectionsmagazine.com/news/amtelco-infinity-chassis-goes-green/) - Amtelco’s Infinity Telephony Boards meet the standards of the RoHS Regulations.
- [Amtelco Provides Web Interface for Call Center Clients](https://connectionsmagazine.com/news/amtelco-provides-web-interface-for-call-center-clients/) - Clients can update their information and settings, view or update schedules based on permissions, and page, email, and SMS on-call personnel from the Internet.
- [Amtelco Apps Available via iTunes; Expanded Logins Meet HIPAA Requirements](https://connectionsmagazine.com/news/amtelco-apps-available-via-itunes-expanded-logins-meet-hipaa-requirements/) - Amtelco's miOnCall app is available for the Apple iPad, iPhone, and iPod Touch and can be downloaded at the Apple iTunes store.
- [Amtelco Introduces IS Scheduling Enhancements](https://connectionsmagazine.com/news/amtelco-introduces-is-scheduling-enhancements/) - Amtelco's Infinity Software Version 5.51 includes scheduling enhancements, with the Infinity IS Directory becoming more of a focal point for the system.
- [Amtelco Receives Patent for Dynamically Creating Records](https://connectionsmagazine.com/news/amtelco-receives-patent-for-dynamically-creating-records/) - Amtelco announced the receipt of U.S. patent 7,593,962 for "A System and Method for Dynamically Creating Records."
- [Amtelco News](https://connectionsmagazine.com/news/amtelco-news/) - Amtelco Intelligent Soft Agent System with Asterisk and ACD Connectivity: Amtelco released Intelligent Soft Agent for installation in the call center market.
- [Amtelco Goes "Pink"](https://connectionsmagazine.com/news/amtelco-goes-pink/) - Amtelco has launched a "you click — we donate" fund raising campaign for the Susan G. Komen Breast Cancer Foundation.
- [Amtelco Announces IS Web Scripting & Transformer Tools](https://connectionsmagazine.com/news/amtelco-announces-is-web-scripting-transformer-tools/) - Amtelco's Infinity Intelligent Series (IS) now offers next generation call scripting.
- [Amtelco's First Installation of Infinity Software Version 5.6](https://connectionsmagazine.com/news/amtelcos-first-installation-of-infinity-software-version-5-6/) - Amtelco completed the first installation of Infinity version 5.6. Call Management Resources will use this software under a beta testing agreement with Amtelco.
- [Amtelco's New IS Server includes SQL database; Releases Infinity v5.6](https://connectionsmagazine.com/news/amtelcos-new-is-server-includes-sql-database-releases-infinity-v5-6/) - Amtelco's Infinity Intelligent Series suite combines a number of applications into a single server, effectively reducing the number of servers.
- [Amtelco Introduces Client Sharing Tools](https://connectionsmagazine.com/news/amtelco-introduces-client-sharing-tools/) - Amtelco client sharing tools — IS messenger, B2B agent, and IS Web scripting — can be used to add new services, such as sharing calls with other call centers.
- [Amtelco's John Morley Retires](https://connectionsmagazine.com/news/amtelcos-john-morley-retires/) - John Morley, vice president for new product development and senior product developer for Amtelco, retired September 30, 2010.
- [Amtelco's Infinity Toggle Recording Provides PCI Compliance](https://connectionsmagazine.com/news/amtelcos-infinity-toggle-recording-provides-pci-compliance/) - Amtelco's toggle recording Infinity integration response element is used to add an action to a call script to stop or start call recording for PCI compliance.
- [Amtelco Receives US Patent; Unveils miOnCall](https://connectionsmagazine.com/news/amtelco-receives-us-patent-unveils-mioncall/) - Amtelco has been granted a patent by the United States Patent and Trademark Office for for "A System and Method for Intelligent Script Swapping."
- [Amtelco Introduces miSecureMessages Encrypted Messaging](https://connectionsmagazine.com/news/amtelco-introduces-misecuremessages-encrypted-messaging/) - Amtelco introduced miSecureMessages, a new subscription-based cloud application that pushes encrypted messages to mobile devices using security protection.
- [Amtelco Introduces Notification System](https://connectionsmagazine.com/news/amtelco-introduces-notification-system/) - Amtelco’s new mass notification system is an automated application for notification needs: emergencies, staffing shortages, events, and meetings.
- [Amtelco Provides Extra Agent Seats As Needed; Adds Colocation Services](https://connectionsmagazine.com/news/amtelco-provides-extra-agent-seats-as-needed-adds-colocation-services/) - Amtelco Temps’ licenses can expand the number of seats in a call center temporarily to cover a special event or a short-term campaign.
- [Vendor Spotlight on Amtelco: More Choices = More Flexibility + More Revenue](https://connectionsmagazine.com/article/vendor-spotlight-on-amtelco/) - Amtelco continues to offer options to help its customers grow, reduce costs, and increase revenue.
- [Amtelco miSecureMessages Adds BlackBerry App](https://connectionsmagazine.com/news/amtelco-misecuremessages-adds-blackberry-app/) - Amtelco’s new miSecureMessages BlackBerry® app provides secure messaging and paging services for BlackBerry devices using Amtelco’s miSecureMessages service.
- [Amtelco’s Soft Agent Integrates with Cisco UCM and UCCE](https://connectionsmagazine.com/news/amtelcos-soft-agent-integrates-with-cisco-ucm-and-ucce/) - Amtelco uses Cisco’s SIP and CTIOS tools to integrate its soft agent console solution and its Intelligent Series (IS) suite of call center applications.
- [Amtelco’s Appointment Reminder Available as Hosted Service](https://connectionsmagazine.com/news/amtelcos-appointment-reminder-available-as-hosted-service/) - Amtelco’s Pro Show automated appointment reminder solution is now available as both a premise installation or as a subscription service.
- [Amtelco Releases Infinity Software v5.61](https://connectionsmagazine.com/news/amtelco-releases-infinity-software-v5-61/) - Amtelco released Infinity Software Version 5.61, which offers enhancements and new capabilities.
- [Amtelco’s miSecureMessages Releases New Apple iOS App](https://connectionsmagazine.com/news/amtelcos-misecuremessages-releases-new-apple-ios-app/) - Amtelco announced version 3.0 of the miSecureMessages mobile device app for the Apple iOS platform.
- [Amtelco’s Innovation Machine](https://connectionsmagazine.com/news/amtelcos-innovation-machine/) - Amtelco’s Innovation Machine provides an on-line forum for Amtelco customers to submit ideas for new products and suggestions to improve existing products.
- [Amtelco miOnCall Offers Calendar Sync](https://connectionsmagazine.com/news/amtelco-mioncall-offers-calendar-sync/) - Amtelco’s miOnCall is a secure cloud-based on-call scheduling application used to assign schedule coverage, view schedule coverage, and dispatch messages.
- [Amtelco Intelligent Series Now Includes Demo Web-Scripting](https://connectionsmagazine.com/news/amtelco-intelligent-series-now-includes-demo-web-scripting/) - Amtelco has added “demo web-scripting” (web-scripting in a “test-drive” mode) as a standard feature to the Intelligent Series (IS).
- [Amtelco Announces New VPs](https://connectionsmagazine.com/news/amtelco-announces-new-vps/) - Tom Curtin, president of Amtelco, announced the promotion of Pam Hinz, Mike Friedel, Greg Beale, and Kevin Beale to vice president for their respective areas.
- [Amtelco IS Appointments Updates](https://connectionsmagazine.com/news/amtelco-is-appointments-updates/) - The Intelligent Series (IS) appointments feature has been redesigned for easier appointment scheduling.
- [Amtelco’s Intelligent Series Now Available as Cloud Solution](https://connectionsmagazine.com/news/amtelcos-intelligent-series-now-available-as-cloud-solution/) - Amtelco’s Infinity Intelligent Series (IS) is now available as a cloud solution through the Amtelco Cloud.
- [Amtelco and Telescan Announce Merger Agreement](https://connectionsmagazine.com/news/amtelco-and-telescan-announce-merger-agreement/) - Two major teleservices vendors, Amtelco and Telescan, today announced a merger agreement.
- [Amtelco and Telescan Announce Merger Agreement](https://connectionsmagazine.com/article/amtelco-telescan-merger/) - Two major teleservices vendors, Amtelco and Telescan, announced a merger agreement on December 20, 2012.
- [Amtelco’s miSecureMessages Adds On/Off Feature](https://connectionsmagazine.com/news/amtelcos-misecuremessages-adds-onoff-feature/) - in response to miSecureMessages Certified Partners, Amtelco’s miSecureMessages offers a subscription-based Smartphone paging and messaging application.
- [Amtelco’s New Infinity Operator Grouping Reporting Feature](https://connectionsmagazine.com/news/amtelcos-new-infinity-operator-grouping-reporting-feature/) - Infinity operator grouping feature provides settings for assigning an employee ID and a statistics group number to operators for sorting operators’ activities.
- [Amtelco’s Intelligent Series 4.1 Moves into Beta](https://connectionsmagazine.com/news/intelligent-series-beta-testing/) - Amtelco's Intelligent Series 4.1 call center software now in beta testing. Also, Vocera Badge messaging device with be installed on Amtelco’s IS
- [Amtelco’s miSecureMessages Partners Program Success](https://connectionsmagazine.com/news/amtelco-misecuremessages-partners-program/) - Amtelco works with call centers to market miSecureMessages to their clients & Amtelco has completed Avaya compliance testing with Infinity SIP Attendant Console
- [Amtelco’s Intelligent Series 4.1 & IS Mobile](https://connectionsmagazine.com/news/amtelcos-intelligent-series-4-1-is-mobile/) - Amtelco’s Intelligent Series 4.1 call center software is released from beta testing and available for general release. Also, Amtelco introduced IS mobile.
- [Amtelco’s Intelligent Series Version 4.1 Released](https://connectionsmagazine.com/article/amtelco-intelligent-series/) - Call centers using Amtelco’s Intelligent Series (IS) v4.1 scripting capabilities, can expand income opportunities.
- [Amtelco’s Telescan Installs First Spectrum Dialer](https://connectionsmagazine.com/news/telescan-spectrum-dialer-installed/) - Amtelco launched the Spectrum Dialer, a platform-independent product incorporating soft-switch technology, jointly developed by Amtelco and Telescan.
- [Amtelco’s Intelligent Soft Agent Receives Cisco Certification](https://connectionsmagazine.com/news/amtelco-soft-agent-cisco-certified/) - Amtelco’s Intelligent Soft Agent Attendant Console received certification with Cisco’s UCCX 9.X.
- [Amtelco Provides Business Continuity Tool and Enhances Web Chat Module](https://connectionsmagazine.com/news/amtelco-provides-business-continuity-tool/) - Amtelco released IS Backup Operator business continuity tool, which configures each agent workstation to function on its own.
- [Amtelco’s miSecureMessages Partner Program Tops One Hundred](https://connectionsmagazine.com/news/amtelco-misecuremessages-partner-program-grows/) - Amtelco works with call center partners to help market miSecureMessages (MSM) to their clients. This program currently includes more than 100 partners.
- [Amtelco’s MergeComm Unifies and Automates Dispatching](https://connectionsmagazine.com/news/mergecomm-automated-dispatching/) - Amtelco introduces MergeComm, which brings automated dispatching to the contact center.
- [Amtelco Introduces Intelligent Series 4.2](https://connectionsmagazine.com/news/amtelco-intelligent-series-4-2/) - One of the enhancements of Amtelco's Intelligent Series 4.2 features MergeComm, which adds automated dispatching scenarios to their platform.
- [Sponsor Spotlight: Amtelco](https://connectionsmagazine.com/article/amtelco/) - For more than twenty-five years, Amtelco has been “on call,” developing reliable systems and applications and fully committed to exceptional customer support.
- [Amtelco Receives 2015 DevConnect Award](https://connectionsmagazine.com/news/amtelco-receives-avaya-devconnect-award/) - Amtelco received a 2015 Avaya DevConnect Partner Excellence Innovation Award, presented on June 15, 2015, in Denver, Colorado.
- [Amtelco Celebrates 40th Anniversary](https://connectionsmagazine.com/news/amtelco-celebrates-40th-anniversary/) - Amtelco is celebrating its fortieth anniversary as a provider of communication product solutions backed by quality customer support.
- [New Amtelco Call Center Division Website](https://connectionsmagazine.com/news/new-amtelco-website/) - Amtelco has a completely redesigned TAS call center division website at callcenter.amtelco.com.
- [Vendor Spotlight on Amtelco](https://connectionsmagazine.com/article/spotlight-on-amtelco/) - Amtelco is a trusted name in systems and software for answering services, call centers, healthcare organizations, educational institutions, & executive suites.
- [Amtelco Announces miSecureMessages v6.5](https://connectionsmagazine.com/news/misecuremessages-v6-5/) - New features are added in miSecureMessages (MSM) version 6.5, developed in collaboration with miSecureMessages Certified Partner program and MSM app users.
- [Amtelco Releases Hosted Spectrum](https://connectionsmagazine.com/news/hosted-spectrum/) - Spectrum Prism is now available as a hosted service. Hosted Spectrum is completely scalable, which makes it ideal for startups. Add stations as needed.
- [Vendor Profile: American Tel-A-Systems (Amtelco)](https://connectionsmagazine.com/article/american-tel-a-systems/) - Amtelco is proud of its long history of innovation and serving customers, and this will continue as its focus in 2017.
- [Amtelco Introduces Intelligent Series v5.0](https://connectionsmagazine.com/news/amtelco-introduces-intelligent-series-v5-0/) - Amtelco introduced version 5.0 of its Intelligent Series (IS) suite of call center applications. The updated IS messenger interface incorporates multiple conversations into one window. The contacts page is used to select agents and supervisors for a new chat message. Agents can initiate a chat, refresh the screen, dock the IS messenger window, and view
- [Amtelco Introduces Tools to Ease Upgrades to IS and Genesis Platforms](https://connectionsmagazine.com/news/ease-upgrades-to-is-and-genesis-platforms/) - Amtelco announced an update to the Intelligent Series Transformer data portability utility. The Intelligent Series (IS) Transformer is a set of tools that transform information from external sources to the IS database and from the IS database to external destinations.
- [Amtelco Announces miSecureMessages Version 6.6](https://connectionsmagazine.com/news/amtelco-announces-misecuremessages-version-6-6/) - New features in miSecureMessages (MSM) Version 6.6 were developed in collaboration with members of the miSecureMessages Certified Partner program and MSM app users and are designed to make it easier to use:
- [Amtelco Employee Awards Announced](https://connectionsmagazine.com/news/amtelco-employee-awards-announced/) - Amtelco announced that Steve Bormett of the Field Engineering Department is the 2017 recipient of Amtelco’s William J. Curtin Employee of the Year award. The honor, conferred annually at year’s end, is named in remembrance of Amtelco founder William J. Curtin II, and is the most cherished award available to Amtelco employees. Bormett was recognized
- [Amtelco Successfully Tests Cox SIP Trunking](https://connectionsmagazine.com/news/amtelco-tests-cox-sip-trunking/) - Amtelco and Cox Communications announced the successful completion of interoperability testing of Cox’s SIP trunking services with Amtelco’s Genesis intelligent soft switch, the internet protocol (IP) based private branch exchange (PBX) capability of Amtelco’s Infinity platform, and the Telescan Spectrum Prism II platform. The testing was conducted by Amtelco’s Field Engineering team and Cox Communication
- [Amtelco Introduces Intelligent Series v5.1](https://connectionsmagazine.com/news/amtelco-introduces-intelligent-series-v5-1/) - Amtelco announced version 5.1 of its Intelligent Series (IS) suite of call center applications at the annual meeting of the National Amtelco Equipment Owners (NAEO) users group in February. New features include: Virtual Terminals for the SMS, SNPP, TAP, and WCTP contact methods make it possible to switch from one terminal type to another without
- [Amtelco’s Genesis Intelligent Series v5.1 Now “Avaya Compliant”](https://connectionsmagazine.com/news/amtelcos-genesis-intelligent-series-v5-1-now-avaya-compliant/) - Amtelco’s Genesis Intelligent Series release 5.1 is compliant with key communications and collaboration solutions from Avaya, a provider of digital communications software, services, and devices. The Genesis software switching solution provides the Intelligent Series applications with advanced software-based telephony. Genesis Intelligent Series provides an all-inclusive, enterprise-wide call center multimedia software suite with skills-based automatic call
- [Amtelco Summer Interns](https://connectionsmagazine.com/news/amtelco-summer-interns/) - The summer is fast winding down, and Amtelco has started saying “thank you” and “good bye” to the fifteen students who completed internships this summer.” Shown left to right: Adam LaLuzerne: University of Wisconsin-Platteville, Field Engineering Department Marcus Seaton: Madison Area Technical College, Production QA Department DJ Hogan: Production QA Department Kyle Anderson: Production QA
- [Amtelco Introduces Intelligent Series Version 5.3](https://connectionsmagazine.com/news/amtelco-introduces-intelligent-series-version-5-3/) - Amtelco introduces version 5.3 of its Intelligent Series (IS) suite of call center applications. Many of the features were developed in collaboration with Amtelco customers. Voicemail: IS Version 5.3 moves voicemail from Infinity to IS for use with the Genesis system. Client voicemail settings are configured on the Genesis voicemail page in IS supervisor client
- [Amtelco Introduces Enhancement to IS Transformer for Easier Upgrades](https://connectionsmagazine.com/news/amtelco-introduces-enhancement-to-is-transformer-for-easier-upgrades/) - Amtelco announces the addition of the Dial String Import Wizard to the Intelligent Series (IS) Transformer Client/Agent feature. The IS Transformer is a set of tools that transform information from external sources to the IS database and from the IS database to external destinations. The Dial String Import Wizard helps with mass transformations of Infinity dial strings
- [Amtelco’s Genesis Intelligent Series Receives Unify Certification](https://connectionsmagazine.com/news/amtelco-receives-unify-certification/) - Amtelco received interoperability certification for the Genesis Intelligent Series call center console solution with the version 8.x Unify OpenScape 4000 PBX (private branch exchange) by the Unify Technology Partner Program, based in Munich, Germany, on December 3. Testing of the interoperability between Amtelco’s Genesis Intelligent Series solution and Unify’s open SIP interface for the OpenScape 4000
- [Amtelco Announces Genesis IS Web Agent](https://connectionsmagazine.com/news/amtelco-genesis-intelligent/) - Amtelco announced Genesis Intelligent Series (IS) web agent. The Genesis IS web agent application is a scalable client application that makes any personal computer a professional telephone agent station. The web agent integrates with both hard-wired legacy systems and Session Initiation Protocol (SIP) based Voice over IP (VoIP) networks. The web agent is an integral
- [Vendor Profile: Amtelco](https://connectionsmagazine.com/article/vendor-profile-amtelco-2/) - Amtelco’s mission statement reads: “Working together to provide the very best communication product solutions, backed by the best support available. Listening closely to the needs of our customers provides the inspiration for Amtelco’s innovative solutions.” Amtelco’s success can be attributed to several things. For more than forty-three years, Amtelco has been “on call,” developing reliable
- [Amtelco’s Newest Genesis Intelligent Series Release Now Rated “Avaya Compliant”](https://connectionsmagazine.com/news/amtelcos-newest-genesis-intelligent-series-release/) - Amtelco, a leading supplier of communication technologies and software communications applications for more than forty years, announced that its Genesis Intelligent Series solution is compliant with key Avaya IX Workplace Calling solutions from Avaya, a global leader in solutions that enhance and simplify communications and collaboration. The Genesis software switching solution provides the Intelligent Series
- [Amtelco Introduces Genesis Service Level Reports](https://connectionsmagazine.com/news/genesis-service-level-reports/) - Amtelco’s Genesis provides reporting on service level statistics for each agent ID, agent ACD skill, agent skill group, and client account. There is also a service level report grouped by interval. Service level reports include color-coded indicators of thresholds that have not been met or exceeded. Benefits of these reports for the call center include
- [Amtelco Introduces Text-Enabled Landlines](https://connectionsmagazine.com/news/amtelco-text-enabled-landlines/) - Amtelco’s Intelligence Series software and MergeComm platform integrate with Infinite Convergence Solution’s (ICS) text enabled number service to allow enterprises to send short message service (SMS) messages to their customers using existing and new landline numbers. Enterprises can use the same toll-free and landline numbers for their messaging and voice customer communication, providing a better
- [Amtelco Releases IS Social Media Monitor](https://connectionsmagazine.com/news/amtelco-releases-is-social-media-monitor/) - The Intelligent Series (IS) social media monitor translates popular social media posts, messages, and notifications into dispatch jobs that call center agents can manage on behalf of their clients. The social media monitor polls the client’s social media accounts for incoming activity and presents the resulting notifications to the IS server as MergeComm Web API
- [Amtelco Offers Weekly Webinars](https://connectionsmagazine.com/news/amtelco-offers-weekly-webinars/) - Amtelco conducts webinars every week to provide customers with up-to-the-minute solutions to their business needs. Many of the webinar topics were developed in collaboration with Amtelco customers. Some upcoming topics include: Web Agent: Amtelco solution architect Kevin Mahoney and vice president of software Kevin Beale will introduce the new web agent console application. Telescan R1—R10
- [Amtelco Employee Awards Announced](https://connectionsmagazine.com/news/amtelco-employee-awards/) - Amtelco announces that Andy Quamme, director of project management, is the 2019 recipient of Amtelco’s William J. Curtin Employee of the Year award. The honor, conferred annually at year’s end, is named in remembrance of Amtelco founder William J. Curtin II, and is the most cherished award available to Amtelco employees. Andy was awarded the
- [Amtelco miSecureMessages v6.7 Allows Personalization and Insight](https://connectionsmagazine.com/news/amtelco-misecuremessages-v6-7/) - Amtelco announces the ability for users to customize their away message with the miSecureMessages version 6.7 release. MiSecureMessages is used by businesses and healthcare enterprises who need to keep their communications secure. Version 6.7 allows users to enter a custom away message when setting their miSecureMessages notifications to “off.” Users also have the option to
- [Amtelco Offers Free Rental Operator Licenses](https://connectionsmagazine.com/news/amtenco-free-rental-operator/) - With the expanding COVID-19 crisis, the ability for agents to work remotely has become greatly important. Amtelco announced they are offering a free month for up to five rental operator licenses to help call centers keep up with the COVID-19 call traffic increase. Web-based virtual agent software can turn any personal computer into a professional
- [Amtelco Introduces Intelligent Series Version 5.4](https://connectionsmagazine.com/news/amtelco-intelligent-series-2/) - Amtelco introduces version 5.4 of its Intelligent Series (IS) suite of call center applications. Many of the features were developed in collaboration with Amtelco customers. A few of the new features include: The DID (direct inward dialing) limit puts a limit on the number of live calls that can be in the system for a
- [Amtelco Receives Top Workplaces 2020 Recognition](https://connectionsmagazine.com/news/top-workplaces-2020-recognition/) - Amtelco received a Top Workplaces 2020 honor and a special award for work/life flexibility by The Wisconsin State Journal. These awards are based solely on employee feedback gathered through a third-party survey administered by employee engagement technology partner Energage. The anonymous survey uniquely measures fifteen drivers of engaged cultures that are critical to the success
- [Vendor Profile on Amtelco](https://connectionsmagazine.com/article/amtelco-2/) - For forty-four years Amtelco has focused on providing call center solutions that meet or exceed customer expectations, backed by top-notch service and support. Amtelco systems and software process millions of telephone calls every day by operations in all fifty US states and more than twenty other countries. Amtelco president Tom Curtin states: “We truly believe
- [Amtelco Announces Redesigned MSM Website](https://connectionsmagazine.com/news/amtelco-redesigned-website/) - Amtelco announced the launch of a newly redesigned website for miSecureMessages (MSM). Visitors will find that the new site features a streamlined, modern design, with improved functionality. The user experience is enhanced with industry articles, the latest technical requirements, and resources for partners. Tom Curtin, president, commented, “We’re excited about the launch of the new
- [Amtelco Celebrates miSecureMessages App 10th Anniversary](https://connectionsmagazine.com/news/amtelco-celebrates-misecuremessages/) - Amtelco announced the 10-year anniversary and continued growth of miSecureMessages, their secure messaging app. MiSecureMessages was built specifically to deliver HIPAA compliant text messages and meets the strict HIPAA and HITECH privacy and security standards of the healthcare industry. However, many industries outside of the healthcare sector have also found miSecureMessages to be a valuable
- [Amtelco’s Soft Agent Transforms Agent Experience](https://connectionsmagazine.com/news/amtelcos-soft-agent-2/) - Soft Agent now rated “Avaya compliant” Amtelco announced that its Soft Agent application version 5.4 is compliant with key Avaya OneCloud™ CCaaS (Contact Center as a Service) solutions–helping customers optimize the agent experience by turning any personal computer into a professional telephone agent station. Avaya is a global leader in solutions that enhance and simplify
- [Amtelco Receives U.S. Patent for Speech-Enabled Scripting](https://connectionsmagazine.com/news/speech-enabled-scripting/) - Amtelco announced it has been granted a U.S. patent for “Intelligent Speech-Enabled Scripting.” The patentable element is Amtelco’s system and method for intelligent speech-enabled scripting. This improved system alleviates the complexity and burdens that call centers face with configuring multiple, separate devices to work effectively together to facilitate the handling of incoming calls, manage the
- [Amtelco Receives Auditing Communication Sessions Patent](https://connectionsmagazine.com/news/auditing-communication/) - Amtelco announced it received U.S. patent 10,917,524 for “Auditing Communication Sessions.” The patentable element is Amtelco’s systems and methods for auditing communication sessions. This improved system makes it possible to audit diverse types of communication sessions (such as calls and web chats) that provide accurate and efficient client notifications. It provides flexibility with respect to
- [Wisconsin State Journal Names Amtelco “Top Workplace”](https://connectionsmagazine.com/news/amtelco-top-workplace/) - Amtelco was awarded a Top Workplaces 2021 honor by Wisconsin State Journal Top Workplaces. The list is based solely on employee feedback gathered through a third-party survey administered by employee engagement technology partner Energage LLC. The anonymous survey uniquely measures fifteen culture drivers that are critical to the success of any organization, including alignment, execution,
- [Vendor Profile on Amtelco](https://connectionsmagazine.com/article/vendor-profile-amtelco-3/) - Amtelco, a family-owned business located in McFarland, Wisconsin, has been a trusted name in call center communication systems, software applications, and telephone switching technologies for forty-five years. Amtelco and Telescan, a division of Amtelco, offer a unique breadth and depth of technology and service to meet the needs of call centers, contact centers, and enterprise
- [Amtelco Call Processing Application Rated “Avaya Compliant”](https://connectionsmagazine.com/news/amtelco-call-processing/) - Amtelco’s Genesis Intelligent Series application version 5.4 is compliant with Avaya OneCloud™ Unified Communications as a Service (UCaaS) solutions. This helps customers enhance call processing to prioritize critical calls and improve call routing and management. Amtelco’s solution is a call center software suite featuring multi-channel integrations with built-in speech recognition, text to speech, and voice
- [Amtelco’s Expansion Supports Future Growth](https://connectionsmagazine.com/news/amtelcos-expansion-supports-future-growth/) - Amtelco recently completed an expansion and remodel of their facility that had been under construction for the past year. The expansion allows for additional employee workspaces as they continue to grow and add new products and services to support their customers’ needs. “This expansion supports our mission as we continue to work together to provide
- [Amtelco Announces Intelligent Series 5.5](https://connectionsmagazine.com/news/amtelco-announces-intelligent-series-5-5/) - Amtelco announced the release of version 5.5 for their Intelligent Series (IS) suite of call center applications. Some of the new features include: Artificial Intelligence: Enhances the caller’s experience by utilizing machine learning to determine the optimal way to route calls based on prior call history. Genesis Conference Bridge: Conveniently provide concurrent multi-party conferences and
- [Amtelco Receives Madison, WI Top Workplaces 2022 Award](https://connectionsmagazine.com/news/amtelco-workplace-award/) - Amtelco received a Top Workplaces 2022 honor by The Wisconsin State Journal Top Workplaces. The list is based solely on employee feedback gathered through a third-party survey administered by Energage, LLC. The anonymous survey uniquely measures fifteen culture drivers that are critical to the success of any organization. “Companies need to authentically represent their brand
- [Vendor Profile on Amtelco](https://connectionsmagazine.com/article/vendor-profile-on-amtelco/) - Amtelco has been a well-known name in the telecommunications industry for over forty-five years providing call center communication systems, software applications, and telephone switching technologies. Amtelco and its other divisions (Telescan and 1Call), offer innovative technology solutions to meet the needs of call centers, contact centers, and healthcare organizations. Prioritizing All Members of the Amtelco
- [Amtelco Adds Staff to Support Increasing Customer Base](https://connectionsmagazine.com/news/amtelco-adds-staff-to-support-increasing-customer-base/) - Amtelco announced that several new positions have been added as part of a growth program to develop new innovations and provide even better service to their growing customer base. These include additions in various departments, including implementation, software development, project management, customer support, and administration. Recognized as a Top Workplaces employer, Amtelco is committed to
- [Amtelco Announces New Software Release](https://connectionsmagazine.com/news/intelligent-series-version-5-6/) - Amtelco, a trusted leader in the Contact Center and Enterprise Critical Communications industries, announces release of Intelligent Series 5.6. MCFARLAND, Wisconsin – February 21, 2024 —Today, Amtelco announced the release of version 5.6 for their Intelligent Series (IS) suite of contact center applications. This release includes new features for IS Supervisor 5.6, Soft Agent 5.6,
- [Wisconsin State Journal Names Amtelco a Top Workplaces, 2023](https://connectionsmagazine.com/news/amtelco-top-workplaces-2023/) - Amtelco announced that it has been awarded a Top Workplaces 2023 honor by the Wisconsin State Journal Top Workplaces. The list is based solely on employee feedback gathered through a third-party survey administered by employee engagement technology partner Energage, LLC. The confidential survey uniquely measures fifteen culture drivers that are critical to the success of
- [Wisconsin State Journal Named Amtelco as a Winner of the Madison, WI Top Workplaces 2023 Award](https://connectionsmagazine.com/news/amtelco-top-workplaces-2023-2/) - Amtelco has been awarded a Top Workplaces 2023 honor by the Wisconsin State Journal Top Workplaces. The list is based solely on employee feedback gathered through a third-party survey administered by employee engagement technology partner Energage, LLC. The confidential survey uniquely measures 15 culture drivers that are critical to the success of any organization: including
- [Vendor Profile on Amtelco](https://connectionsmagazine.com/article/vendor-profile-on-amtelco-2/) - The core of Amtelco's guiding values is prioritizing its family members, including customers and employees, which leads to a five-star support experience. Amtelco creates reliable products empowering others to communicate quickly and securely while thoughtfully growing and improving to meet long-term needs. Moreover, Amtelco is known for embracing its family with compassion and transparency while
- [Amtelco Goes Green with Solar Energy](https://connectionsmagazine.com/news/amtelco-goes-green/) - Amtelco completed its long-awaited solar panel project and has begun using solar energy to help reduce its carbon footprint and fossil energy usage. Amtelco is forecasting to offset its energy consumption with solar power by 59 percent of its current use. In the past, Amtelco’s building manager had researched how their HQ building in McFarland,
- [March 2024 Issue of Connections Magazine](https://connectionsmagazine.com/issue/march-2024-issue-of-connections-magazine/) - The March 2024 Issue of Connections Magazine, covering call centers and the teleservice industry Feature Content: From the Publisher: 5 Tips to Create a Positive Call Center Environment, by Peter Lyle DeHaan, PhDStaffing a call center is hard. Keeping it staffed is getting harder. With finding new staff becoming increasingly challenging, retaining existing staff is
- [AnswerNet Addresses Maryland Supreme Court Decision with Innovative Technology Solution](https://connectionsmagazine.com/news/maryland-innovative-technology-solution/) - Willow Grove, PA, March 18, 2024: In response to the February 22, 2024 ruling of the Maryland Supreme Court concerning the Maryland Telephone Solicitations Act (MTSA), AnswerNet announced a proactive step to ensure compliance for businesses affected by this legal development. The Court's decision extends the MTSA's “wet signature” requirement to include transactions initiated by
- [January 2024 Issue of Connections Magazine](https://connectionsmagazine.com/issue/january-2024-issue-of-connections-magazine/) - The January 2024 Issue of Connections Magazine, covering call centers and the teleservice industry Feature Content: From the Publisher: 5 Tips for Agent Customer Service Success, by Peter Lyle DeHaan, PhDSome people think working in a call center is easy because they like to talk. But that doesn’t guarantee agent success… read more >> Ten
- [AI to Drive 2024 Contact Center Technology Investments](https://connectionsmagazine.com/news/ai-to-drive-2024-contact-center-technology-investments/) - By Donna Fluss On an annual basis, DMG Consulting conducts a worldwide survey of enterprise, customer experience (CX), contact center, and customer service executives and managers to ask about their top business priorities and technology investment plans for the following year. The survey we conducted in December 2023 captured this information for 2024. DMG’s primary
- [Splendtastic Unveils New Learning Management System Designed to Transform Employee Training](https://connectionsmagazine.com/news/splendtastic-unveils-new-learning-management-system-designed-to-transform-employee-training/) - Willow Grove, PA, March 11, 2024: Splendtastic, an AnswerNet company focused on providing simple business and communications software, proudly announces the relaunch of its Learning Management System (LMS), SplendtasticLMS. The new system is intuitive, customizable, affordable, and designed to transform how companies handle training – making it a necessity and a strategic advantage for operational
- [Do You "Like" Social Media?](https://connectionsmagazine.com/article/do-you-like-social-media/) - It’s impractical to be on every social media site, but consider: Facebook, LinkedIn, Twitter, and blogging.
- [Blogging about Technology](https://connectionsmagazine.com/article/blogging-about-technology/) - Peter DeHaan has been actively blogging for two years. He covers everything, from work to personal, from trivial to profound, from mainstream to geeky.
- [Standard Operating Procedure](https://connectionsmagazine.com/article/standard-operating-procedure/) - In every industry, there exists a Standard Operating Procedure, or SOP. This is the reason that SOPs exist - and it is wise to follow them whenever possible.
- [News Release: Connections Magazine Unveils Profit-Boosting Webinars](https://connectionsmagazine.com/news/profit-boosting-webinars/) - Sales webinar: Tuesday, March 18, at 4 p.m. EDT, 1 p.m. PDT. The topic is “Warning: Are Negative Online Reviews Costing You Sales?” More each month: 3rd Tuesday
- [News Release: Connections Magazine Announces Three More Profit-Boosting Webinars](https://connectionsmagazine.com/news/more-profit-boosting-webinars/) - Email Marketing Webinar on Tuesday, May 20, at 4 p.m. EDT, 1 p.m. PDT. The topic is “Send and Receive: Email Marketing.” More Webinars to follow each month.
- [How Contact Centers Will Change in 2015](https://connectionsmagazine.com/article/how-contact-centers-will-change-in-2015/) - In a recent Q&A with Connections Magazine, Cliff Rees outlined what contact center operators should expect for the coming year.
- [Introducing ATA’s New CEO, Phil Grudzinski](https://connectionsmagazine.com/article/ata-ceo-phil-grudzinksi/) - ATA CEO, Phil Grudzinski, interviewed by Connections Magazine publisher, Peter DeHaan
- [A Tribute to Allen Kalik](https://connectionsmagazine.com/article/tribute-to-allen-kalik/) - Allen Kalik died Aug 14, 2010, leaving behind his best friend and life partner, Patricia Kalik, and their children, Lisa and Daniel.
- [ATSI Convention Exhibitor Profiles](https://connectionsmagazine.com/article/atsi-convention-exhibitor-profiles/) - ATSI 2005 Convention Exhibitor listing.
- [2004 ATSI Convention](https://connectionsmagazine.com/article/atsi-convention-reflections/) - The 60th Annual Association of TeleServices International convention was held June 16 through 19 at the Sheraton Wall Centre in Vancouver, British Columbia.
- [Axon User's Group 2003 Spring Meeting](https://connectionsmagazine.com/article/axon-users-group-meeting/) - The Axon User's Group (AUG) held their 2003 spring meeting in Las Vegas, April 4 and 5.
- [TUNe Annual Conference Summary](https://connectionsmagazine.com/article/tune-annual-conference-summary/) - The Telescan Users Network (TUNe) group held their annual conference November 8 through 10 in St. Louis, Missouri.
- [Annual GLTSA Conference](https://connectionsmagazine.com/article/annual-gltsa-conference/) - The annual GLTSA convention was held September 16 - 18 at the elegant Amway Grand Plaza Hotel located in downtown Grand Rapids, Michigan.
- [The 2002 ATSI Convention Review and Update](https://connectionsmagazine.com/article/atsi-convention-review/) - Tedd Smith reviews the 2002 Convention in Denver and extend thanks and praise to vendors and members who worked so hard.
- [GLTSA Meeting, October 2001](https://connectionsmagazine.com/article/gltsa-convention/) - The annual Great Lakes Telemessaging Services Association (GLTSA) convention was held October 24th and 25th in Schaumburg Illinois.
- [CAM-X Convention Summary, November 2001](https://connectionsmagazine.com/article/camx-convention-summary/) - The Canadian Call Management Association (CAM-X) held its 37th annual convention and trade show in beautiful Whistler, British Columbia.
- [Connections Magazine Articles for 1996](https://connectionsmagazine.com/issue/1996/) - The 1996 issues of Connections Magazine, covering the call center industry, are now available.
- [Connections Magazine Articles for 1997](https://connectionsmagazine.com/issue/1997/) - The 1997 issues of Connections Magazine, covering the call center industry, are now available.
- [Connections Magazine Articles for 1998](https://connectionsmagazine.com/issue/1998/) - The 1998 issues of Connections Magazine, covering the call center industry, are now available.
- [Connections Magazine Articles for 1999](https://connectionsmagazine.com/issue/1999/) - The 1999 issues of Connections Magazine, covering the call center industry, are now available.
- [Connections Magazine Articles for 2000](https://connectionsmagazine.com/issue/2000/) - The 2000 issues of Connections Magazine, covering the call center industry, are now available.
- [Connections Magazine Articles for 2001](https://connectionsmagazine.com/issue/2001/) - The 2001 issues of Connections Magazine, covering the call center industry, are now available.
- [The March 2006 Issue of Connections Magazine](https://connectionsmagazine.com/issue/march-2006-2/) - The Mar 2006 issue of Connections Magazine, covering the call center industry, is now available.
- [The April 2006 Issue of Connections Magazine](https://connectionsmagazine.com/issue/april-2006/) - The Apr 2006 issue of Connections Magazine, covering the call center industry, is now available.
- [The May 2006 Issue of Connections Magazine](https://connectionsmagazine.com/issue/may-2006/) - The May 2006 issue of Connections Magazine, covering the call center industry, is now available.
- [The June 2006 Issue of Connections Magazine](https://connectionsmagazine.com/issue/june-2006/) - The Jun 2006 issue of Connections Magazine, covering the call center industry, is now available.
- [The Jul/Aug 2006 Issue of Connections Magazine](https://connectionsmagazine.com/issue/july-2006/) - The Jul/Aug 2006 issue of Connections Magazine, covering the call center industry, is now available.
- [The September 2006 Issue of Connections Magazine](https://connectionsmagazine.com/issue/september-2006/) - The Sep 2006 issue of Connections Magazine, covering the call center industry, is now available.
- [The October 2006 Issue of Connections Magazine](https://connectionsmagazine.com/issue/october-2006/) - The Oct 2006 issue of Connections Magazine, covering the call center industry, is now available.
- [The November 2006 Issue of Connections Magazine](https://connectionsmagazine.com/issue/november-2006/) - The Nov 2006 issue of Connections Magazine, covering the call center industry, is now available.
- [The December 2006 Issue of Connections Magazine](https://connectionsmagazine.com/issue/december-2006/) - The Dec 2006 issue of Connections Magazine, covering the call center industry, is now available.
- [The Jan/Feb 2007 Issue of Connections Magazine](https://connectionsmagazine.com/issue/january-2007/) - The Jan/Feb 2007 issue of Connections Magazine, covering the call center industry, is now available.
- [The March 2007 Issue of Connections Magazine](https://connectionsmagazine.com/issue/march-2007/) - The Mar 2007 issue of Connections Magazine, covering the call center industry, is now available.
- [The April 2007 Issue of Connections Magazine](https://connectionsmagazine.com/issue/april-2007/) - The Apr 2007 issue of Connections Magazine, covering the call center industry, is now available.
- [The May 2007 Issue of Connections Magazine](https://connectionsmagazine.com/issue/may-2007/) - The May 2007 issue of Connections Magazine, covering the call center industry, is now available.
- [Welcome!](https://connectionsmagazine.com/news/welcome/) - This blog has been established, in order to notify you of relevant news, website updates, and information for call centers and the teleservice industry.
- [News Release: Connections Magazine Unveils Advertiser Sponsorship Packages](https://connectionsmagazine.com/news/connections-magazine-unveils-advertiser-sponsorship-packages/) - Connections Magazine is offering call center vendors premium advertising and promotional sponsorship packages.
- [News Release: Amtelco Becomes Connections Magazine Platinum Sponsor](https://connectionsmagazine.com/news/amtelco-becomes-connections-magazine-platinum-sponsor/) - Connections Magazine announces that Amtelco, a leading provider of innovative call center technology, is the first vender to become an official sponsor.
- [News Release: Bronze Sponsors of Connections Magazine Announced](https://connectionsmagazine.com/news/bronze-sponsors-of-connections-magazine-announced/) - 4 Leading contact center vendors have stepped up to become bronze sponsors of Connections Magazine: Alston Tascom, Professional Teledata, Szeto, and Telescan.
- [News Release: Connections Magazine Announces New Sponsors](https://connectionsmagazine.com/news/new-sponsors-announced/) - Connections Magazine announces two new sponsors: Onvisource and Map Communications, two leading call center companies become sponsors of contact center magazine
- [News Release: Connections Magazine Overhauls Website for Enhanced Usability and User Experience](https://connectionsmagazine.com/news/connections-magazine-website-overhauled/) - News: Connections Magazine overhauls website for increased usability and enhanced user experience; site enjoys easier navigation and increased functionality.
- [The Jan/Feb 2006 Issue of Connections Magazine](https://connectionsmagazine.com/issue/january-2006/) - The Jan/Feb 2006 issue of Connections Magazine, covering the call center industry, is now available.
- [The December 2005 Issue of Connections Magazine](https://connectionsmagazine.com/issue/december-2005/) - The Dec 2005 issue of Connections Magazine, covering the call center industry, is now available.
- [The November 2005 Issue of Connections Magazine](https://connectionsmagazine.com/issue/november-2005/) - The Nov 2005 issue of Connections Magazine, covering the call center industry, is now available.
- [The October 2005 Issue of Connections Magazine](https://connectionsmagazine.com/issue/october-2005/) - The Oct 2005 issue of Connections Magazine, covering the call center industry, is now available.
- [The September 2005 Issue of Connections Magazine](https://connectionsmagazine.com/issue/september-2005/) - The Sep 2005 issue of Connections Magazine, covering the call center industry, is now available.
- [The Jul/Aug 2005 Issue of Connections Magazine](https://connectionsmagazine.com/issue/july-2005/) - The Jul/Aug 2005 issue of Connections Magazine, covering the call center industry, is now available.
- [The June 2005 Issue of Connections Magazine](https://connectionsmagazine.com/issue/june-2005/) - The Jun 2005 issue of Connections Magazine, covering the call center industry, is now available.
- [The June 2003 Issue of Connections Magazine](https://connectionsmagazine.com/issue/june-2003/) - The Jun 2003 issue of Connections Magazine, covering the call center industry, is now available.
- [The May 2003 Issue of Connections Magazine](https://connectionsmagazine.com/issue/may-2003/) - The May 2003 issue of Connections Magazine, covering the call center industry, is now available.
- [The April 2003 Issue of Connections Magazine](https://connectionsmagazine.com/issue/april-2003/) - The Apr 2003 issue of Connections Magazine, covering the call center industry, is now available.
- [The March 2003 Issue of Connections Magazine](https://connectionsmagazine.com/issue/march-2003/) - The Mar 2003 issue of Connections Magazine, covering the call center industry, is now available.
- [The Jan/Feb 2003 Issue of Connections Magazine](https://connectionsmagazine.com/issue/january-2003/) - The Jan/Feb 2003 issue of Connections Magazine, covering the call center industry, is now available.
- [The December 2002 Issue of Connections Magazine](https://connectionsmagazine.com/issue/december-2002/) - The Dec 2002 issue of Connections Magazine, covering the call center industry, is now available.
- [The November 2002 Issue of Connections Magazine](https://connectionsmagazine.com/issue/november-2002/) - The Nov 2002 issue of Connections Magazine, covering the call center industry, is now available.
- [The Sep/Oct 2002 Issue of Connections Magazine](https://connectionsmagazine.com/issue/september-2002/) - The Sep/Oct 2002 issue of Connections Magazine, covering the call center industry, is now available.
- [The Jul/Aug 2002 Issue of Connections Magazine](https://connectionsmagazine.com/issue/july-2002/) - The Jul/Aug 2002 issue of Connections Magazine, covering the call center industry, is now available.
- [The May/Jun 2002 Issue of Connections Magazine](https://connectionsmagazine.com/issue/may-2002/) - The May/Jun 2002 issue of Connections Magazine, covering the call center industry, is now available.
- [The April 2002 Issue of Connections Magazine](https://connectionsmagazine.com/issue/april-2002/) - The Apr 2002 issue of Connections Magazine, covering the call center industry, is now available.
- [The March 2002 Issue of Connections Magazine](https://connectionsmagazine.com/issue/march-2002/) - The Mar 2002 issue of Connections Magazine, covering the call center industry, is now available.
- [The Jan/Feb 2002 Issue of Connections Magazine](https://connectionsmagazine.com/issue/january-2002/) - The Jan/Feb 2002 issue of Connections Magazine, covering the call center industry, is now available.
- [Ryla Selects Mobile Alabama for Regional Expansion Project](https://connectionsmagazine.com/news/ryla-selects-mobile-alabama-for-regional-expansion-project/) - Ryla Inc., a provider of outsourced call center has selected the Mobile County community of Saraland, AL as the site for its Gulf Coast expansion plans.
- [The May 2011 Issue of Connections Magazine](https://connectionsmagazine.com/issue/may-2011/) - The May 2011 issue of Connections Magazine, covering the call center industry, is now available.
- [The April 2011 Issue of Connections Magazine](https://connectionsmagazine.com/issue/april-2011/) - The Apr 2011 issue of Connections Magazine, covering the call center industry, is now available.
- [The September 2009 Issue of Connections Magazine](https://connectionsmagazine.com/issue/september-2009/) - The Sep 2009 issue of Connections Magazine, covering the call center industry, is now available.
- [Telescan's Alert Response Becomes Alert MD](https://connectionsmagazine.com/news/telescans-alert-response-becomes-alert-md/) - When Carolyn's Communications Inc. was alerted to an opportunity, they turned to Telescan to help turn the opportunity into new business.
- [The Jul/Aug 2009 Issue of Connections Magazine](https://connectionsmagazine.com/issue/july-2009/) - The Jul/Aug 2009 issue of Connections Magazine, covering the call center industry, is now available.
- [The June 2009 Issue of Connections Magazine](https://connectionsmagazine.com/issue/june-2009/) - The Jun 2009 issue of Connections Magazine, covering the call center industry, is now available.
- [Industry Experts Discuss Winning Technologies](https://connectionsmagazine.com/news/industry-experts-discuss-winning-technologies/) - A free seminar will take place on Wednesday, June 17, 2009, from 8:30 a.m. to 11:00 a.m. at the ATSI convention.
- [Connections Communication Services Purchases A Better Answer](https://connectionsmagazine.com/news/connections-communication-services-purchases-a-better-answer/) - Connections Communications Svcs located in San Francisco and owned by Gary Whalen has purchased A Better Answer located in Hesperia, CA owned by Dee Cunningham.
- [The May 2009 Issue of Connections Magazine](https://connectionsmagazine.com/issue/may-2009/) - The May 2009 issue of Connections Magazine, covering the call center industry, is now available.
- [The April 2009 Issue of Connections Magazine](https://connectionsmagazine.com/issue/april-2009/) - The Apr 2009 issue of Connections Magazine, covering the call center industry, is now available.
- [News Release: Connections Magazine's New ePublication, TAStrader](https://connectionsmagazine.com/news/connections-magazines-new-epublication-tastrader/) - Connections Magazine announced the debut of new electronic publication, TAS Trader, designed specifically for the telephone answering service (TAS) industry.
- [The March 2009 Issue of Connections Magazine](https://connectionsmagazine.com/issue/march-2009/) - The Mar 2009 issue of Connections Magazine, covering the call center industry, is now available.
- [ATSI Announces Certified Agent of the Year Award Program](https://connectionsmagazine.com/news/atsi-announces-certified-agent-of-the-year-award-program/) - ATSI created a new awards program that recognizes outstanding ATSI 24/7 certified agents.
- [The Jan/Feb 2009 Issue of Connections Magazine](https://connectionsmagazine.com/issue/january-2009/) - The Jan/Feb 2009 issue of Connections Magazine, covering the call center industry, is now available.
- [ATSI Awards Gold Call Center Certification](https://connectionsmagazine.com/news/atsi-awards-gold-call-center-certification/) - ATSI announced that Towne Answering Service has received the Gold 24/7 Call Center Certification Award for the second time.
- [The December 2008 Issue of Connections Magazine](https://connectionsmagazine.com/issue/december-2008/) - The Dec 2008 issue of Connections Magazine, covering the call center industry, is now available.
- [WW-Outsourcing International Adds Outbound](https://connectionsmagazine.com/news/ww-outsourcing-international-adds-outbound/) - WW-Outsourcing International Services, Inc. had a prospective client who wanted an agent to do outbound warm calling.
- [The October 2012 Issue of Connections Magazine](https://connectionsmagazine.com/issue/october-2012/) - The Oct 2012 issue of Connections Magazine, covering the call center industry, is now available.
- [The September 2012 Issue of Connections Magazine](https://connectionsmagazine.com/issue/september-2012/) - The Sep 2012 issue of Connections Magazine, covering the call center industry, is now available.
- [InfoCision Named a Top Workplace in Northeast Ohio](https://connectionsmagazine.com/news/infocision-named-a-top-workplace-in-northeast-ohio/) - For the third consecutive year InfoCision Management Corporation was named one of 25 Top Workplaces in NE Ohio in the large employer category (+500 employees).
- [The Jul/Aug 2012 Issue of Connections Magazine](https://connectionsmagazine.com/issue/july-2012/) - The Jul/Aug 2012 issue of Connections Magazine, covering the call center industry, is now available.
- [The June 2012 Issue of Connections Magazine](https://connectionsmagazine.com/issue/june-2012/) - The Jun 2012 issue of Connections Magazine, covering the call center industry, is now available.
- [The April 2012 Issue of Connections Magazine](https://connectionsmagazine.com/issue/april-2012/) - The Apr 2012 issue of Connections Magazine, covering the call center industry, is now available.
- [The May 2012 Issue of Connections Magazine](https://connectionsmagazine.com/issue/may-2012/) - The May 2012 issue of Connections Magazine, covering the call center industry, is now available.
- [The March 2012 Issue of Connections Magazine](https://connectionsmagazine.com/issue/march-2012/) - The Mar 2012 issue of Connections Magazine, covering the call center industry, is now available.
- [The Jan/Feb 2012 Issue of Connections Magazine](https://connectionsmagazine.com/issue/january-2012/) - The Jan/Feb 2012 issue of Connections Magazine, covering the call center industry, is now available.
- [The December 2011 Issue of Connections Magazine](https://connectionsmagazine.com/issue/december-2011/) - The Dec 2011 issue of Connections Magazine, covering the call center industry, is now available.
- [The November 2011 Issue of Connections Magazine](https://connectionsmagazine.com/issue/november-2011/) - The Nov 2011 issue of Connections Magazine, covering the call center industry, is now available.
- [The October 2011 Issue of Connections Magazine](https://connectionsmagazine.com/issue/october-2011/) - The Oct 2011 issue of Connections Magazine, covering the call center industry, is now available.
- [The September 2011 Issue of Connections Magazine](https://connectionsmagazine.com/issue/september-2011/) - The Sep 2011 issue of Connections Magazine, covering the call center industry, is now available.
- [The Jul/Aug 2011 Issue of Connections Magazine](https://connectionsmagazine.com/issue/july-2011/) - The Jul/Aug 2011 issue of Connections Magazine, covering the call center industry, is now available.
- [The April 2005 Issue of Connections Magazine](https://connectionsmagazine.com/issue/april-2005/) - The Apr 2005 issue of Connections Magazine, covering the call center industry, is now available.
- [The May 2005 Issue of Connections Magazine](https://connectionsmagazine.com/issue/may-2005/) - The May 2005 issue of Connections Magazine, covering the call center industry, is now available.
- [The March 2005 Issue of Connections Magazine](https://connectionsmagazine.com/issue/march-2005/) - The Mar 2005 issue of Connections Magazine, covering the call center industry, is now available.
- [The Jan/Feb 2005 Issue of Connections Magazine](https://connectionsmagazine.com/issue/january-2005/) - The Jan/Feb 2005 issue of Connections Magazine, covering the call center industry, is now available.
- [The December 2004 Issue of Connections Magazine](https://connectionsmagazine.com/issue/december-2004/) - The Dec 2004 issue of Connections Magazine, covering the call center industry, is now available.
- [The November 2004 Issue of Connections Magazine](https://connectionsmagazine.com/issue/november-2004/) - The Nov 2004 issue of Connections Magazine, covering the call center industry, is now available.
- [The October 2004 Issue of Connections Magazine](https://connectionsmagazine.com/issue/october-2004/) - The Oct 2004 issue of Connections Magazine, covering the call center industry, is now available.
- [The September 2004 Issue of Connections Magazine](https://connectionsmagazine.com/issue/september-2004/) - The Sep 2004 issue of Connections Magazine, covering the call center industry, is now available.
- [The Jul/Aug 2004 Issue of Connections Magazine](https://connectionsmagazine.com/issue/july-2004/) - The Jul/Aug 2004 issue of Connections Magazine, covering the call center industry, is now available.
- [The June 2004 Issue of Connections Magazine](https://connectionsmagazine.com/issue/june-2004/) - The Jun 2004 issue of Connections Magazine, covering the call center industry, is now available.
- [The May 2004 Issue of Connections Magazine](https://connectionsmagazine.com/issue/may-2004/) - The May 2004 issue of Connections Magazine, covering the call center industry, is now available.
- [The April 2004 Issue of Connections Magazine](https://connectionsmagazine.com/issue/april-2004/) - The Apr 2004 issue of Connections Magazine, covering the call center industry, is now available.
- [The March 2004 Issue of Connections Magazine](https://connectionsmagazine.com/issue/march-2004/) - The Mar 2004 issue of Connections Magazine, covering the call center industry, is now available.
- [The Jan/Feb 2004 Issue of Connections Magazine](https://connectionsmagazine.com/issue/january-2004/) - The Jan/Feb 2004 issue of Connections Magazine, covering the call center industry, is now available.
- [The December 2003 Issue of Connections Magazine](https://connectionsmagazine.com/issue/december-2003/) - The Dec 2003 issue of Connections Magazine, covering the call center industry, is now available.
- [The November 2003 Issue of Connections Magazine](https://connectionsmagazine.com/issue/november-2003/) - The Nov 2003 issue of Connections Magazine, covering the call center industry, is now available.
- [The October 2003 Issue of Connections Magazine](https://connectionsmagazine.com/issue/october-2003/) - The Oct 2003 issue of Connections Magazine, covering the call center industry, is now available.
- [The September 2003 Issue of Connections Magazine](https://connectionsmagazine.com/issue/september-2003/) - The Sep 2003 issue of Connections Magazine, covering the call center industry, is now available.
- [The Jul/Aug 2003 Issue of Connections Magazine](https://connectionsmagazine.com/issue/july-2003/) - The Jul/Aug 2003 issue of Connections Magazine, covering the call center industry, is now available.
- [List of Outsource Call Centers](https://connectionsmagazine.com/article/call-center-directory/) - Connections Magazine is pleased to offer the following call center directories to help others find information about your operation.
- [Connections Magazine Articles for 1995](https://connectionsmagazine.com/issue/1995/) - The 1995 issues of Connections Magazine, covering the call center industry, are now available.
- [Connections Magazine Articles for 1994](https://connectionsmagazine.com/issue/1994/) - The 1994 issues of Connections Magazine, covering the call center industry, are now available.
- [ATSI Answers the Call to Assist Hurricane Relief Effort](https://connectionsmagazine.com/news/atsi-answers-the-call-to-assist-hurricane-relief-effort/) - ATSI, an international trade association for entrepreneurs in the teleservices industry, recently contributed to the NAEO Operator Relief Fund.
- [The November 2008 Issue of Connections Magazine](https://connectionsmagazine.com/issue/november-2008/) - The Nov 2008 issue of Connections Magazine, covering the call center industry, is now available.
- [The October 2008 Issue of Connections Magazine](https://connectionsmagazine.com/issue/october-2008/) - The Oct 2008 issue of Connections Magazine, covering the call center industry, is now available.
- [ATSI Owner's Forum to Create a World Class Culture](https://connectionsmagazine.com/news/atsi-owners-forum-to-create-a-world-class-culture/) - The third annual ATSI Owner's Forum will be held January 12-14, 2009 at The Chaminade Conference Center in Santa Cruz, California.
- [The September 2008 Issue of Connections Magazine](https://connectionsmagazine.com/issue/september-2008/) - The Sep 2008 issue of Connections Magazine, covering the call center industry, is now available.
- [The Jul/Aug 2008 Issue of Connections Magazine](https://connectionsmagazine.com/issue/july-2008/) - The Jul/Aug 2008 issue of Connections Magazine, covering the call center industry, is now available.
- [The June 2008 Issue of Connections Magazine](https://connectionsmagazine.com/issue/june-2008/) - The Jun 2008 issue of Connections Magazine, covering the call center industry, is now available.
- [Call Center 101](https://connectionsmagazine.com/article/call-center-101/) - New subscribers to Connections Magazine are asked if they are an in-house or an outsource call center. I am surprised how frequently this question is fumbled.
- [News Release: Connections Magazine Launches Industry-Exclusive News and Information Feed](https://connectionsmagazine.com/news/connections-magazine-launches-industry-exclusive-news-and-information-feed/) - To better serve readers and provide an additional means of communication, Connections Magazine has launched an industry-specific news and information feed.
- [The May 2008 Issue of Connections Magazine](https://connectionsmagazine.com/issue/may-2008/) - The May 2008 issue of Connections Magazine, covering the call center industry, is now available.
- [The April 2008 Issue of Connections Magazine](https://connectionsmagazine.com/issue/april-2008/) - The Apr 2008 issue of Connections Magazine, covering the call center industry, is now available.
- [The March 2008 Issue of Connections Magazine](https://connectionsmagazine.com/issue/march-2008/) - The Mar 2008 issue of Connections Magazine, covering the call center industry, is now available.
- [The Jan/Feb 2008 Issue of Connections Magazine](https://connectionsmagazine.com/issue/january-2008/) - The Jan/Feb 2008 issue of Connections Magazine, covering the call center industry, is now available.
- [The December 2007 Issue of Connections Magazine](https://connectionsmagazine.com/issue/december-2007/) - The Dec 2007 issue of Connections Magazine, covering the call center industry, is now available.
- [The November 2007 Issue of Connections Magazine](https://connectionsmagazine.com/issue/november-2007/) - The Nov 2007 issue of Connections Magazine, covering the call center industry, is now available.
- [The October 2007 Issue of Connections Magazine](https://connectionsmagazine.com/issue/october-2007/) - The Oct 2007 issue of Connections Magazine, covering the call center industry, is now available.
- [The September 2007 Issue of Connections Magazine](https://connectionsmagazine.com/issue/september-2007/) - The Sep 2007 issue of Connections Magazine, covering the call center industry, is now available.
- [The Jul/Aug 2007 Issue of Connections Magazine](https://connectionsmagazine.com/issue/july-2007/) - The Jul/Aug 2007 issue of Connections Magazine, covering the call center industry, is now available.
- [The June 2007 Issue of Connections Magazine](https://connectionsmagazine.com/issue/june-2007/) - The Jun 2007 issue of Connections Magazine, covering the call center industry, is now available.
- [The March 2011 Issue of Connections Magazine](https://connectionsmagazine.com/issue/march-2011/) - The Mar 2011 issue of Connections Magazine, covering the call center industry, is now available.
- [The Jan/Feb 2011 Issue of Connections Magazine](https://connectionsmagazine.com/issue/january-2011/) - The Jan/Feb 2011 issue of Connections Magazine, covering the call center industry, is now available.
- [The December 2010 Issue of Connections Magazine](https://connectionsmagazine.com/issue/december-2010/) - The Dec 2010 issue of Connections Magazine, covering the call center industry, is now available.
- [The November 2010 Issue of Connections Magazine](https://connectionsmagazine.com/issue/november-2010/) - The Nov 2010 issue of Connections Magazine, covering the call center industry, is now available.
- [News Release: Follow Connections Magazine on Twitter](https://connectionsmagazine.com/news/follow-connections-magazine-on-twitter/) - Connections Magazine is now tweeting at twitter.com/connections_mag. In addition to Twitter, Connections Magazine is also on Facebook and has a newsfeed.
- [The October 2010 Issue of Connections Magazine](https://connectionsmagazine.com/issue/october-2010/) - The Oct 2010 issue of Connections Magazine, covering the call center industry, is now available.
- [DialAmerica Attains Level 1 Payment Card Industry Compliance](https://connectionsmagazine.com/news/dialamerica-attains-level-1-payment-card-industry-compliance/) - DialAmerica, one of the nation's largest teleservices companies, achieved Level 1 compliance with the Payment Card Industry Data Security Standard (PCI DSS).
- [The September 2010 Issue of Connections Magazine](https://connectionsmagazine.com/issue/september-2010/) - The Sep 2010 issue of Connections Magazine, covering the call center industry, is now available.
- [News Release: Connections Magazine is now on Facebook](https://connectionsmagazine.com/news/connections-magazine-is-now-on-facebook/) - Connections Magazine is now on Facebook! Please stop by and check it out.
- [The Jul/Aug 2010 Issue of Connections Magazine](https://connectionsmagazine.com/issue/july-2010/) - The Jul/Aug 2010 issue of Connections Magazine, covering the call center industry, is now available.
- [The June 2010 Issue of Connections Magazine](https://connectionsmagazine.com/issue/june-2010/) - The Jun 2010 issue of Connections Magazine, covering the call center industry, is now available.
- [The May 2010 Issue of Connections Magazine](https://connectionsmagazine.com/issue/may-2010/) - The May 2010 issue of Connections Magazine, covering the call center industry, is now available.
- [The April 2010 Issue of Connections Magazine](https://connectionsmagazine.com/issue/april-2010/) - The Apr 2010 issue of Connections Magazine, covering the call center industry, is now available.
- [The March 2010 Issue of Connections Magazine](https://connectionsmagazine.com/issue/march-2010/) - The Mar 2010 issue of Connections Magazine, covering the call center industry, is now available.
- [InfoCision Announces Corporate Restructuring](https://connectionsmagazine.com/news/infocision-announces-corporate-restructuring/) - InfoCision Management Corporation announced a strategic corporate restructuring, asking the executive team to take on additional responsibility.
- [The December 2009 Issue of Connections Magazine](https://connectionsmagazine.com/issue/december-2009/) - The Dec 2009 issue of Connections Magazine, covering the call center industry, is now available.
- [The November 2009 Issue of Connections Magazine](https://connectionsmagazine.com/issue/november-2009/) - The Nov 2009 issue of Connections Magazine, covering the call center industry, is now available.
- [Paul Lloyd Inducted into CAM-X Hall of Fame](https://connectionsmagazine.com/news/paul-lloyd-inducted-into-cam-x-hall-of-fame/) - Congratulations to Paul Lloyd (Answer Plus, Toronto, ON) on his induction into the 2009 CAM-X Hall of Fame.
- [ATA Convention & Expo Earned High Marks](https://connectionsmagazine.com/news/ata-convention-expo-earned-high-marks/) - The American Teleservices Association (ATA) earned high marks during its 2009 Convention & Expo.
- [The October 2009 Issue of Connections Magazine](https://connectionsmagazine.com/issue/october-2009/) - The Oct 2009 issue of Connections Magazine, covering the call center industry, is now available.
- [The Mar/Apr 2014 Issue of Connections Magazine](https://connectionsmagazine.com/issue/march-2014/) - The Mar/Apr 2014 issue of Connections Magazine, covering the call center industry, is now available.
- [The Jan/Feb 2014 Issue of Connections Magazine](https://connectionsmagazine.com/issue/january-2014/) - The Jan/Feb 2014 issue of Connections Magazine, covering the call center industry, is now available.
- [The December 2013 Issue of Connections Magazine](https://connectionsmagazine.com/issue/december-2013/) - The Dec 2013 issue of Connections Magazine, covering the call center industry, is now available.
- [The November 2013 Issue of Connections Magazine](https://connectionsmagazine.com/issue/november-2013/) - The Nov 2013 issue of Connections Magazine, covering the call center industry, is now available.
- [The October 2013 Issue of Connections Magazine](https://connectionsmagazine.com/issue/october-2013/) - The Oct 2013 issue of Connections Magazine, covering the call center industry, is now available.
- [Amtelco Promotes Pat Dye to Sales Manager for miSecureMessages](https://connectionsmagazine.com/news/pat-dye-to-marketing-misecuremessages-for-amtelco/) - Pat Dye is promoted to the sales manager for miSecureMessages, Amtelco’s subscription-based Smartphone paging and messaging application
- [The September 2013 Issue of Connections Magazine](https://connectionsmagazine.com/issue/september-2013/) - The Sep 2013 issue of Connections Magazine, covering the call center industry, is now available.
- [News Release: Connections Magazine Invites Guest Bloggers to Post on Call Center Blog](https://connectionsmagazine.com/news/connections-magazine-invites-guest-bloggers/) - The new Connections Magazine blog will share relevant news of industry events and developments, along with helpful guest posts and commentary.
- [The Jul/Aug 2013 Issue of Connections Magazine](https://connectionsmagazine.com/issue/july-2013/) - The Jul/Aug 2013 issue of Connections Magazine, covering the call center industry, is now available.
- [The June 2013 Issue of Connections Magazine](https://connectionsmagazine.com/issue/june-2013/) - The Jun 2013 issue of Connections Magazine, covering the call center industry, is now available.
- [The May 2013 Issue of Connections Magazine](https://connectionsmagazine.com/issue/may-2013/) - The May 2013 issue of Connections Magazine, covering the call center industry, is now available.
- [The April 2013 Issue of Connections Magazine](https://connectionsmagazine.com/issue/april-2013/) - The Apr 2013 issue of Connections Magazine, covering the call center industry, is now available.
- [Spanlink Expands Cisco Contact Center Expertise](https://connectionsmagazine.com/news/spanlink-expands-cisco-contact-center-expertise/) - Spanlink Communications announced that Janet Byron has joined the company as a senior solutions architect.
- [The March 2013 Issue of Connections Magazine](https://connectionsmagazine.com/issue/march-2013/) - The Mar 2013 issue of Connections Magazine, covering the call center industry, is now available.
- [The Jan/Feb 2013 Issue of Connections Magazine](https://connectionsmagazine.com/issue/january-2013/) - The Jan/Feb 2013 issue of Connections Magazine, covering the call center industry, is now available.
- [The December 2012 Issue of Connections Magazine](https://connectionsmagazine.com/issue/december-2012/) - The Dec 2012 issue of Connections Magazine, covering the call center industry, is now available.
- [The November 2012 Issue of Connections Magazine](https://connectionsmagazine.com/issue/november-2012/) - The Nov 2012 issue of Connections Magazine, covering the call center industry, is now available.
- [The Sep/Oct 2016 Issue of Connections Magazine](https://connectionsmagazine.com/issue/september-2016/) - The September/October 2016 issue of Connections Magazine, covering the call center industry, is now available.
- [The Jul/Aug 2016 Issue of Connections Magazine](https://connectionsmagazine.com/issue/july-2016/) - The July/August 2016 issue of Connections Magazine, covering the call center industry, is now available.
- [The May/Jun 2016 Issue of Connections Magazine](https://connectionsmagazine.com/issue/may-2016/) - The May/June 2016 issue of Connections Magazine, covering the call center industry, is now available.
- [The Mar/Apr 2016 Issue of Connections Magazine](https://connectionsmagazine.com/issue/march-2016/) - The Mar/Apr 2016 issue of Connections Magazine, covering the call center industry, is now available.
- [The Jan/Feb 2016 Issue of Connections Magazine](https://connectionsmagazine.com/issue/january-2016/) - The Jan/Feb 2016 issue of Connections Magazine, covering the call center industry, is now available.
- [The Nov/Dec 2015 Issue of Connections Magazine](https://connectionsmagazine.com/issue/november-2015/) - The Nov/Dec 2015 issue of Connections Magazine, covering the call center industry, is now available.
- [The Sep/Oct 2015 Issue of Connections Magazine](https://connectionsmagazine.com/issue/september-2015/) - The Sep/Oct 2015 issue of Connections Magazine, covering the call center industry, is now available.
- [The Jul/Aug 2015 Issue of Connections Magazine](https://connectionsmagazine.com/issue/july-2015/) - The Jul/Aug 2015 issue of Connections Magazine, covering the call center industry, is now available.
- [The May/Jun 2015 Issue of Connections Magazine](https://connectionsmagazine.com/issue/may-2015/) - The May/Jun 2015 issue of Connections Magazine, covering the call center industry, is now available.
- [The Mar/Apr 2015 Issue of Connections Magazine](https://connectionsmagazine.com/issue/march-2015/) - The Mar/Apr 2015 issue of Connections Magazine, covering the call center industry, is now available.
- [The Jan/Feb 2015 Issue of Connections Magazine](https://connectionsmagazine.com/issue/january-2015/) - The Jan/Feb 2015 issue of Connections Magazine, covering the call center industry, is now available.
- [The Nov/Dec 2014 Issue of Connections Magazine](https://connectionsmagazine.com/issue/november-2014/) - The Nov/Dec 2014 issue of Connections Magazine, covering the call center industry, is now available.
- [Telescan Online Technical Certification](https://connectionsmagazine.com/news/telescan-level-2-technical-certification/) - The latest Telescan Level 2 technical certification class was on October 20-23.
- [The Sep/Oct 2014 Issue of Connections Magazine](https://connectionsmagazine.com/issue/september-2014/) - The Sep/Oct 2014 issue of Connections Magazine, covering the call center industry, is now available.
- [The Jul/Aug 2014 Issue of Connections Magazine](https://connectionsmagazine.com/issue/july-2014/) - The Jul/Aug 2014 issue of Connections Magazine, covering the call center industry, is now available.
- [The May/Jun 2014 Issue of Connections Magazine](https://connectionsmagazine.com/issue/may-2014/) - The May/Jun 2014 issue of Connections Magazine, covering the call center industry, is now available.
- [You Have a Choice for Sending Secure Messages](https://connectionsmagazine.com/article/secure-message-options/) - Many companies offer secure messaging: OnPage, TigerConnect, Global Response, DocbookMD, GroupMD, & Twistle,
- [2003 ATSI Annual Convention and Expo Report](https://connectionsmagazine.com/article/2003-atsi-annual-convention/) - The 59th Annual ATSI Convention and Expo was held June 18 to 21 at Disney's Contemporary Resort in Orlando, Florida.
- [The September/October 2018 Issue of Connections Magazine](https://connectionsmagazine.com/issue/september-2018/) - The November/December 2017 issue of Connections Magazine, covering the call center industry, is now available.
- [The July/August 2018 Issue of Connections Magazine](https://connectionsmagazine.com/issue/july-2018/) - The November/December 2017 issue of Connections Magazine, covering the call center industry, is now available.
- [The May/June 2018 Issue of Connections Magazine](https://connectionsmagazine.com/issue/may-2018/) - The November/December 2017 issue of Connections Magazine, covering the call center industry, is now available.
- [The March/April 2018 Issue of Connections Magazine](https://connectionsmagazine.com/issue/march-2018/) - The November/December 2017 issue of Connections Magazine, covering the call center industry, is now available.
- [The January/February 2018 Issue of Connections Magazine](https://connectionsmagazine.com/issue/january-2018/) - The November/December 2017 issue of Connections Magazine, covering the call center industry, is now available.
- [The November/December 2017 Issue of Connections Magazine](https://connectionsmagazine.com/issue/november-2017/) - The November/December 2017 issue of Connections Magazine, covering the call center industry, is now available.
- [The September/October 2017 Issue of Connections Magazine](https://connectionsmagazine.com/issue/september-2017/) - The September/October 2017 issue of Connections Magazine, covering the call center industry, is now available.
- [The July/August 2017 issue of Connections Magazine](https://connectionsmagazine.com/issue/july-2017/) - The July/August 2017 issue of Connections Magazine, covering the call center industry, is now available.
- [The May/June 2017 Issue of Connections Magazine](https://connectionsmagazine.com/issue/may-2017/) - The May/June 2017 issue of Connections Magazine, covering the call center industry, is now available.
- [The Mar/Apr 2017 Issue of Connections Magazine](https://connectionsmagazine.com/issue/march-2017/) - The March/April 2017 issue of Connections Magazine, covering the call center industry, is now available.
- [The Jan/Feb 2017 Issue of Connections Magazine](https://connectionsmagazine.com/issue/january-2017/) - The January/February 2017 issue of Connections Magazine, covering the call center industry, is now available.
- [The Nov/Dec 2016 Issue of Connections Magazine](https://connectionsmagazine.com/issue/november-2016/) - The November/December 2016 issue of Connections Magazine, covering the call center industry, is now available.
- [Peter LYLE DeHaan Expands Blogging Service](https://connectionsmagazine.com/news/peter-dehaan-expands-blogging-service/) - Earlier this year, Peter DeHaan unveiled a new blogging service to provide blog content relevant to call centers, TAS, and customer service organizations.
- [The November/December 2018 Issue of Connections Magazine](https://connectionsmagazine.com/issue/november-2018/) - The November/December 2017 issue of Connections Magazine, covering the call center industry, is now available.
- [The January/February 2019 Issue of Connections Magazine](https://connectionsmagazine.com/issue/january-2019/) - The November/December 2017 issue of Connections Magazine, covering the call center industry, is now available.
- [Peter Lyle DeHaan Releases TAS Book](https://connectionsmagazine.com/news/how-to-start-a-telephone-answering-service/) - Longtime industry veteran Peter Lyle DeHaan released his insider’s guide to starting an answering service on January 29. Titled How to Start a Telephone Answering Service, the book concisely shares the essential information needed for an entrepreneur to start an answering service. Based on decades of industry experience and years of consulting, Peter Lyle DeHaan,
- [The March/April 2019 Issue of Connections Magazine](https://connectionsmagazine.com/issue/march-2019/) - The November/December 2017 issue of Connections Magazine, covering the call center industry, is now available.
- [TAS Marketing Celebrates 40 Years](https://connectionsmagazine.com/news/tas-marketing-at-40/) - Since 1979, Steve Michaels and his wife Chris have supported the industry selling various products such as the ACI teleprinter system, the AVI training program, and the DC 7 call management system, along with launching Connections Magazine. Recently the team has been one member short due to cancer, but Chris is on the mend and
- [Welcome to Connections Magazine 3.0](https://connectionsmagazine.com/article/connections-magazine-2021/) - Read Connections Magazine Anywhere You Have Internet Access By Peter Lyle DeHaan, PhD As announced last year, the January 2021 issue of Connections Magazine marks an exciting turning point for us. Following a long-standing industry trend, Connections Magazine is now exclusively an online e-publication. We’ve gone all digital. This means you can access all our
- [News Release: Peter LYLE DeHaan Keynote Speaker at SNUG](https://connectionsmagazine.com/news/peter-dehaan-keynote-speaker-at-snug/) - The Startel announced that Dr. Peter DeHaan will be a featured speaker at TeamSNUG’s 25th Annual Conference being held in Albuquerque, New Mexico in March 2012.
- [The Twelve Steps to Successful Telemarketing – Step One: Introduction](https://connectionsmagazine.com/article/successful-telemarketing-step-1-introduction/) - In telemarketing (outbound calling), the opening statement of a call is a crucial part of your presentation
- [Encryption 101: The Past, Present, and Future of Data Security](https://connectionsmagazine.com/article/data-encryption/) - By Matt Bogan You’re aware of the need for data encryption. However, you may not have a clear picture of how it works. Cryptography—the study of secure communications—is a complex field of science, intersecting a wide range of disciplines and constantly evolving. Cryptography predates computers, with roots reaching back to ancient Greece and Egypt. It’s
- [AnswerNet Launches TextMyBusiness to Enable Companies to Communicate Via Text on Their Business Phone Numbers](https://connectionsmagazine.com/news/answernet-textmybusiness/) - Willow Grove, PA, March 1, 2024: AnswerNet, a leading full-service provider of inbound, outbound, automated, and BPO contact center solutions, proudly announces the launch of its newest service, TextMyBusiness (TMB). TextMyBusiness is designed to move business text communications off of personal employee cell numbers and on to business numbers owned and controlled by the business
- [Consider How Artificial Intelligence Can Help Us in the Call Center](https://connectionsmagazine.com/article/artificial-intelligence/) - We Should Embrace AI as a Useful Toolset and Not Fear It. By Peter Lyle DeHaan, Ph.D. Artificial intelligence (AI) is not a fad that will soon go away. It’s a fundamental shift in how all businesses—and even every person—will function in the future. And though you may not yet realize it, that future is
- [AI IS READY FOR YOUR CONTACT CENTER](https://connectionsmagazine.com/article/ai-for-your-contact-center/) - By Donna Fluss 2024 is fast approaching, and contact center executives and leaders are trying to figure out how to incorporate artificial intelligence (AI) into their operations. Decision-makers are considering many factors, including: Is it safe to use AI? What goals can AI help them achieve? Enhancing self-service? Boosting agent engagement? Increasing agent productivity? Reducing
- [Striking the Right Chord: Balancing Automation and Human Touch in Call Centers](https://connectionsmagazine.com/article/human-agents-2/) - By Genevieve Carrenard In the ever-evolving world of customer service, call centers are at a crossroads. Technological advancements have ushered in an era of automation, promising efficiency, and speed. Yet, in this digital age, the value of the human touch remains irreplaceable. To succeed, call centers must master the art of balance, harmonizing automation with
- [Navigating Cybersecurity Challenges in Answering Services](https://connectionsmagazine.com/article/continuous-adaptation-in-answering-services-must-embrace/) - By Justin Massey Artificial intelligence and the rising significance of cybersecurity present an evolving landscape. To ensure the future success of their business, answering services must embrace continuous adaptation. Making Operators More Productive Answering service operators answer calls from many unique companies in different industries each hour, requiring them to perform a significant amount of
- [Reducing Work Friction Helps Retail Call Center Agents Hate the Holidays Less](https://connectionsmagazine.com/article/impact-of-reducing-work-friction/) - 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 that threatens to bring the whole operation crashing down. Many call center leaders are able to make it through. But the unrelenting strain on agents contributes to sky-high burnout and
- [Don’t Forget the Human Touch](https://connectionsmagazine.com/article/human-agents/) - Technology May Save Money, but Human Agents Make the Difference By Peter Lyle DeHaan, Ph.D. We've been hearing a lot about artificial intelligence (AI), and we're going to hear a lot more about it. Some claim AI is the future of the call center industry, saving money and retaining business. Others fear it's the end
- [AQM Enhances CX and EX](https://connectionsmagazine.com/article/analytics-enabled-quality-management-aqm/) - By Donna Fluss All companies should strive to deliver an outstanding customer experience (CX), as it’s a primary driver of customer satisfaction, retention, and relationship-building. The question is how to achieve this objective, which remains an elusive goal for most companies. And even if a company has a moment in time when they deliver a
- [A Protocol Droid for Your Call Center](https://connectionsmagazine.com/article/call-center-protocol-droid/) - A Guest Editorial By Vince Vitale Did you ever think about the implications if “goldenrod” hadn't been programming binary load lifters and didn’t know a lick of Bocce? It probably would have been a deal breaker for Uncle Owen and those two droids would have never made it into the hands of the galaxy’s original
- [Unmasking the Threat of SMS Pumping Attacks](https://connectionsmagazine.com/article/sms-pumping-attacks-threat/) - By Justin Massey Is your call center vulnerable to an SMS-pumping attack? What is an SMS-pumping attack? This attack gained media attention recently when Elon Musk said that Twitter was paying over $60 million in fraudulent text messages due to hackers exploiting this attack technique. In this article, we’ll break down if your operation should
- [7 Tips to Conduct Engaging Customer Surveys](https://connectionsmagazine.com/article/engaging-customer-surveys/) - Incorporate Best Practices into Your Customer Survey Process By Peter Lyle DeHaan, Ph.D. Do you survey your customers or clients? Should you do customer surveys? And if you already have a survey process in place, do the results meet your needs? Or should it be overhauled or even retired? Regardless of where you are on
- [3 Cost-Effective Tips for Brands Looking to Boost Customer Experience](https://connectionsmagazine.com/article/boost-customer-experience/) - By Rei Kasai Modern customer service that drives exceptional outcomes is critical to any business's longevity and long-term success. In fact, 49 percent of consumers said they would stop using a brand after just one bad experience. If businesses want to keep consumers happy and returning, they must make sure that not only the first
- [KNOWLEDGE MANAGEMENT WILL ENHANCE CX](https://connectionsmagazine.com/article/knowledge-management-will-enhance-cx/) - By Donna Fluss Knowledge management (KM) is a process for authoring, collecting, organizing, presenting, maintaining, and storing information in a manner that is readily accessible and easily consumable by all organizational constituents. It can include content from internal (databases, documents, manuals, training materials, policies, procedures, best practices, employees, etc.) and external (the Internet, user communities/forums,
- [2024 NAEO Annual Conference Registration Now Open](https://connectionsmagazine.com/news/2024-naeo-annual-conference-registration-now-open/) - Join NAEO in Albuquerque, New Mexico for the 2024 Annual Conference at the Hyatt Regency Tamaya Resort & Spa from March 24-27. Each day of the conference will consist of educational presentations, round tables, and networking. You won’t want to miss our keynote session with Chuck Boyce - Elevating Excellence: Navigating the Future of Teams
- [Genevieve Carrenard Joins the Connections Magazine Team](https://connectionsmagazine.com/news/genevieve-carrenard-joins-the-connections-magazine-team/) - Connections Magazine is pleased to announce the addition of Genevieve Carrenard to our team. She'll head up customer service, write articles for Connections Magazine, and make needed enhancements to the Connections Magazine website. With ten years of call center industry experience in management and leadership positions at leading corporations in both the US and Canada,
- [Mobius Vendor Partners Celebrates Twenty-Five Years](https://connectionsmagazine.com/news/mobius-vendor-partners-celebrates-twenty-five-years/) - Mobius Vendor Partners, the well-known business process design, management, and performance improvement professional consulting firm, and creator of CustomerCount®, Patients-Count®, EmployeeCount® feedback systems, is proud to be entering its twenty-fifth year in business. With a reputation for staying current with changing business requirements, the Mobius roster of available services includes business planning, financial analysis, market
- [AnswerNet Celebrates Twenty-Five Years](https://connectionsmagazine.com/news/answernet-celebrates-twenty-five-years/) - AnswerNet, a full-service provider of inbound, outbound, automated, and BPO contact center services, marks its twenty-fifth anniversary in business. The company rolled out a new corporate logo to further mark the important milestone. On this commemorative day, AnswerNet is thanking its clients, partners, and employees who the company believes would not be where they are
- [Startel Vendor Profile 2023](https://connectionsmagazine.com/article/startel-vendor-profile-2023/) - Startel Contact Center Solutions, that “bring happiness to your customers,” has been a leader in the ever-changing contact center and answering service landscape. Since 1980, Startel has responded and adapted to new technologies and paradigm shifts in the industry, and they continue to apply that expertise to prepare for tomorrow's challenges. Startel provides solutions that
- [November 2023 Issue of Connections Magazine](https://connectionsmagazine.com/issue/november-2023-issue-of-connections-magazine/) - 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 CarrenardStrike the right chord between automation and the human touch in the call center to create unforgettable customer experiences. . . . read more >>
- [September 2023 Issue of Connections Magazine](https://connectionsmagazine.com/issue/september-2023-issue-of-connections-magazine/) - The September 2023 Issue of Connections Magazine, covering call centers and the teleservice industry Feature Content: AQM Enhances CX and EX, by Donna FlussGiven 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
- [July 2023 Issue of Connections Magazine](https://connectionsmagazine.com/issue/july-2023-issue-of-connections-magazine/) - The July 2023 Issue of Connections Magazine, covering call centers and the teleservice industry Feature Content: Knowledge Management Will Enhance CX, by Donna FlussToday'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
- [May 2023 Issue of Connections Magazine](https://connectionsmagazine.com/issue/may-2023/) - The November/December 2017 issue of Connections Magazine, covering the call center industry, is now available.
- [Telemessaging and Teleservices Groups and Associations](https://connectionsmagazine.com/article/telemessaging-and-teleservices-groups/) - Here is a summary of each of the telemessaging/teleservice industry associations and user groups. Use the contact information to find out more.
- [Call Center Certification Can Your Company Benefit?](https://connectionsmagazine.com/article/call-center-certification-benefits/) - SNUG has developed a three-tiered program for members to certify their operations in the following areas: 24/7 Site Certification, CSR, and Supervisor.
- [2010 ATSI Convention Coverage](https://connectionsmagazine.com/article/2010-atsi-convention-coverage/) - Vendors at the recent ATSI convention met with attendees and demonstrated their new product and service offerings.
- [Startel Announces New Chief Customer Officer](https://connectionsmagazine.com/news/startel-announces-new-chief-customer-officer/) - Startel, Professional Teledata, and Alston Tascom added a new senior-level management position to their leadership team. Effective immediately, Renita Dorty will begin the new role of Chief Customer Officer (CCO) for the three companies. This new position will be responsible for all aspects of the companies’ customer service strategies and will provide a comprehensive view
- [Startel Announces Unified Product Advisory Board](https://connectionsmagazine.com/news/startel-announces-unified-product-advisory-board/) - Startel, Professional Teledata, and Alston Tascom announced the members of the company’s unified product advisory board (PAB). The twelve individuals selected represent each of the company’s three user groups: TeamSNUG, PINetwork, and TUG. Their primary responsibility is to provide input related to the company’s strategic product planning. Startel, Professional Teledata, and Alston Tascom will work
- [January 2023 Issue of Connections Magazine](https://connectionsmagazine.com/issue/january-2023/) - The November/December 2017 issue of Connections Magazine, covering the call center industry, is now available.
- [March 2023 Issue of Connections Magazine](https://connectionsmagazine.com/issue/march-2023/) - The November/December 2017 issue of Connections Magazine, covering the call center industry, is now available.
- [Do Your Call Center Employees Believe They Receive Adequate Recognition?](https://connectionsmagazine.com/article/adequate-agent-recognition/) - By Mike Hill If you are like most companies, you have a mix of employees working full-time from the office and others working full-time from a remote office, or a third group that work sometimes from the office and some from a remote location. Whichever case you have, you need to make sure all your
- [How to Manage More Creatively](https://connectionsmagazine.com/article/manage-more-creatively/) - Creativity and management are a great team. Many in senior management say, "I just can't be creative." Here are some tips to help you become more creative.
- [How to Handle a Challenging Customer on Live Chat](https://connectionsmagazine.com/article/handling-a-challenging-customer-on-chat/) - Live chat is a great way to provide customer service, but chat uses different skills than live voice communications.
- [2023 NAEO Annual Conference/Advanced Technical Workshop Update](https://connectionsmagazine.com/news/2023-naeo-conference/) - Over 140 people attended the 2023 NAEO Annual Conference held at the Sheraton New Orleans Hotel in New Orleans, March 12–15. From the opening reception to the Amtelco party, and finally the annual general meeting, there was no shortage of education and networking. Marie McGuire and her conference committee did an exceptional job of putting
- [AI in Answering Services](https://connectionsmagazine.com/article/ai-in-answering-services/) - A Shift Towards High Complexity Roles and Greater Profitability By Michael C. McMillan As artificial intelligence (AI) continues to evolve and permeate various industries, the call center sector is experiencing a significant transformation. In the answering service domain, AI is expected to automate many tasks, leading to concerns about job loss. This article, however, aims
- [How AI-Powered Technologies Can Help Reduce Contact Center Agent Burnout](https://connectionsmagazine.com/article/ai-powered-technologies/) - By Seb Reeve The global pandemic has put more pressure than ever on every one of us. Healthcare workers face untold challenges in treating patients, and not just those who become sick with COVID-19. Grocery store, delivery, and restaurant workers, now rightfully seen as the essential workers they are, must overcome their own fears and
- [Customer Experience Management Powered by Intelligent Automation](https://connectionsmagazine.com/article/intelligent-automation/) - By Ray Naeini.Establishing positive customer experiences leading to customer loyalty is today’s major objective for all enterprises.
- [Three Steps to Ensure That Live Chat Agents Support Your Brand Identity](https://connectionsmagazine.com/article/steps-to-ensure-that-live-chat-agents-support-your-brand-identity/) - AI and machine learning are more than just trendy buzzwords. In many industries, including e-commerce, rapid advances in Artificial Intelligence..
- [Will Customer Service Chatbots Ruin the Contact Center?](https://connectionsmagazine.com/article/will-customer-service-chatbots-ruin-the-contact-center/) - Chatbots respond quickly, expedite communication, and relieve customer service staff from handling basic inquiries.
- [AI: On the Right Path but Not Yet Real](https://connectionsmagazine.com/article/ai-on-the-right-path-but-not-yet-real/) - It’s hard to find a product today that doesn’t claim to use machine learning to provide artificial intelligence (AI).
- [Embrace the Intelligent Virtual Agent](https://connectionsmagazine.com/article/intelligent-virtual-agent/) - The Promises, the Challenges, and the Pitfalls By Ray Naeini Adoption of intelligent virtual agent (IVA) or chatbots is a popular topic in today’s industry, as it can offer a broad range of benefits to both enterprises and their customers. A survey published by DMG Consulting in January 2018 showed that “increasing use of self-service”
- [Balancing Technology and the Human Touch](https://connectionsmagazine.com/article/balancing-technology-and-the-human-touch/) - By Richard McElroy The contact center has come a long way since the 1960s when automatic call distribution (ACD) technology was first introduced, leading to the development of call centers. What started as a way for customers to get billing information or make requests significantly evolved as technology became more robust. With the addition of
- [Knowledge Management in the Era of AI](https://connectionsmagazine.com/article/knowledge-management-in-the-era-of-ai/) - By Donna Fluss The knowledge management (KM) market is experiencing a resurgence, driven by the artificial intelligence (AI) revolution. The funny thing about this is that over thirty-five years ago when KM first came to market, it was presented as AI. Today it is viewed as an essential contributor to AI solutions, as the knowledge
- [Robotic Process Automation: It Is Here to Make the Change](https://connectionsmagazine.com/article/robotic-process-automation/) - By Ray Naeini The impact of emerging technologies on our lives and our businesses cannot be ignored, dismissed, or avoided. The replacement of plain old telephones (POTs) by smartphones, fax machines by emails, pagers by text messaging, and in-store shopping by online buying are all examples of the inevitable impact of technology on our lives
- [A.I. Will Not Replace Customer Service Agents](https://connectionsmagazine.com/article/not-replacing-customer-service-agents/) - By Jennifer Lee There’s a common misconception that technology will disrupt customer service the way it disrupted manufacturing. Using robots to assemble more cars or blenders per hour than human labor solved a mechanical problem, and it did displace workers. But customer service is a human activity, not a mechanical one. Call center agents solve
- [AI is Transforming Contact Centers](https://connectionsmagazine.com/article/ai-transforms-contact-centers/) - By Donna Fluss Artificial intelligence (AI) is awe-inspiring. While these technologies are in their early days, they have already demonstrated their ability to function as a change agent in contact centers, customer service departments, customer experience (CX) functions and sales organizations. Artificial intelligence, particularly when combined with automation and analytics, has the potential to fuel
- [Six Ways Attended Automation Can Transform Your Call Center](https://connectionsmagazine.com/article/attended-automation/) - By Jeff Fettes Contact centers are more hectic and overworked than ever. While agents deal with a huge volume of calls, they also deal with expectations of superior customer service. Although businesses have tried to reduce call volume with features like texting and more robust web interfaces, the reality is many requests still need personal
- [Knowledge Management: What you Need to Know](https://connectionsmagazine.com/article/knowledge-management/) - By Donna Fluss The knowledge management (KM) market is experiencing the most rapid adoption cycle in its history. Driven by customer expectations for a great experience, increased demand for self-service, the need to empower employees throughout the enterprise, and the rise of artificial intelligence (AI), KM solutions are being purchased to meet a wide range
- [Using Knowledge Management to Simplify Complex Customer Queries](https://connectionsmagazine.com/article/using-knowledge-management/) - By Trey Norman More complex customer queries call for knowledge management to simplify tasks. Simplifying the steps taken for answer retrieval is beneficial not only for companies and their employees but also for customers. In addition to reducing time and cost, more benefits arise. With knowledge management technology, call center agents have it easier with
- [The Power of the Bot](https://connectionsmagazine.com/article/human-ai-team/) - Increasing Customer Satisfaction with a Human-AI Team By the SingleComm team Today’s customers have little patience for long waits, multiple handoffs, and unresolved issues. It only takes one unpleasant experience to send them headed for the hills–or another brand. Adequate staffing has long been the go-to method for handling call volumes. But the days of
- [How Remote Video Calls Can Transform the Customer Experience](https://connectionsmagazine.com/article/remote-video-calls/) - By Rama Sreenivasan We all know how important customer experience is to call and contact centers. After all, 76 percent of customers say they would stop doing business with a company after a single bad experience. Among the top candidates for bad experiences? Phone calls. It’s no secret that phone communication can be tough. In
- [How Conversational AI Can Power Up Your Contact Center](https://connectionsmagazine.com/article/conversational-ai/) - Presented by The SingleComm Team “Like any other tool, AI should be viewed as something that can improve the performance of the humans on your team rather than something that replaces them altogether,” says Michael Puccinelli, CEO and founder of SingleComm. As a business leader, you know how important it is for your customer service
- [Integrating ChatGPT with Advanced Answering Service Platforms](https://connectionsmagazine.com/article/integrating-chatgpt/) - Unlocking the Power of AI for Answering Services By Michael C. McMillan As artificial intelligence (AI) continues to permeate various industries, the answering service sector is no exception. AI-powered language models, such as ChatGPT, offer innovative solutions for improving customer service and enhancing call center management. Integrating ChatGPT with established answering service system platforms can
- [Machine Learning Puts the “Intelligence” in Contact Center AI](https://connectionsmagazine.com/article/intelligence-in-contact-center-ai/) - With the advent of computers, thoughts quickly turned to speculation that a computer could someday match human intelligence.
- [Artificial Intelligence, Interactive Voice Response, and Seeking Zero](https://connectionsmagazine.com/article/artificial-intelligence-interactive-voice-response-and-seeking-zero/) - Though comparatively costly now, Artificial Itelligence can be a justifiable expense for the right organizations. In time it will become the industry standard.
- [Challenges and Opportunities: Contact Center and Artificial Intelligence](https://connectionsmagazine.com/article/contact-center-and-artificial-intelligence/) - By Ross Sedgewick and Lisa Campbell Within most contact centers, artificial intelligence (AI) adoption remains in an embryonic stage. As companies like Google compete to become AI-first, there is plenty to suggest this next leap in consumer engagement models will soon become inevitable. Yet contact center employees and the industry at large are apprehensive about
- [Transform Voice of Customer Insights with Artificial Intelligence Powered Speech Analytics](https://connectionsmagazine.com/article/artificial-intelligence-powered-speech/) - By Matt Rocco and Jim Iyoob Customer experience is the latest challenge faced today; brands must consider far more than simply the point of sale. To be specific, you need to analyze and understand the entire life cycle of each customer interaction. If your business has a contact center service, your agents are on the
- [Artificial Intelligence in the Call Center](https://connectionsmagazine.com/article/ai-in-the-call-center/) - 3 Responses to Using AI to Serve Customers By Peter Lyle DeHaan, Ph.D. Predictions about the emergence of artificial intelligence (AI) have been with us for decades. But until recently they only showed up in science fiction books and movies—usually with dire results. Such is the basis for good fiction. Yet in recent months, advances
- [Coaching Works for Everyone!](https://connectionsmagazine.com/article/coaching-works-for-everyone/) - An agent active coaching program can help make your call center more productive and profitable.
- [Hold On: Is That Hold Music Legal?](https://connectionsmagazine.com/article/legal-hold-music/) - We take for granted the right to play music. However, performing rights organizations like ASCAP, SESAC, and BMI do not take it for granted.
- [Avoid the Covid Excuse in Your Call Center](https://connectionsmagazine.com/article/covid-pandemic-response/) - Admit Your Service Faults Instead of Blaming the Pandemic By Peter Lyle DeHaan, Ph.D. Different countries around the world and various areas within have had differing responses to the covid pandemic. For some it is but a memory—albeit a painful one. Others, however, are only now beginning to emerge from its grip, with its influence
- [Rochester Telemessaging Center Receives Gold Call Center Certification for 5th Time](https://connectionsmagazine.com/news/rochester-telemessaging-center/) - ATSI Recertifies Longstanding Provider on Their 50th Anniversary The Association of Teleservices International (ATSI) announced that Rochester Telemessaging Center (RTC) has re-qualified for the Gold 24/7 Call Center Certification Award for the fifth consecutive time, originally qualifying in 2008 and operating as the only Gold 24/7 Call Center in Michigan. Rochester Telemessaging Center was started
- [Step Up to the Plate at the ATSI Convention](https://connectionsmagazine.com/article/2008-atsi-convention/) - ATSI's annual convention offers educational, networking, social, and business opportunities.
- [Certification Is Differentiation](https://connectionsmagazine.com/article/certification-is-differentiation/) - The ATSI 24/7 certification programs consist of four areas of credentialing for the teleservices industry: agent, dispatcher, supervisor, and site.
- [Executive Services Earns Gold Call Center Certification](https://connectionsmagazine.com/news/executive-services-earns-gold-certification/) - Allgood Communications, Inc, dba Executive Services, has re-qualified for a fourth time and has been awarded the Gold 24/7 Call Center Certification Award.
- [2017 ATSI Annual Conference: Education, Networking, Fellowship](https://connectionsmagazine.com/news/2017-atsi-annual-conference/) - The Association of TeleServices International (ATSI) 2017 annual conference, “Education, Networking, and Fellowship,” will be June 27-29, 2017 in Chicago, IL.
- [WSTA Convention Report](https://connectionsmagazine.com/article/wsta-convention-report/) - At the Western States Telemessaging Association (WSTA) convention, we tried something new this year by having a magician at the opening cocktail party.
- [Surviving the Storm](https://connectionsmagazine.com/article/surviving-the-storm/) - Texas-Based Call Center Reflects on the Trials and Tribulations of Hurricane Harvey By Kevin Ryan The first question often asked when a serious storm approaches is, “Are we prepared?” Over the years, we’ve educated ourselves on disaster preparedness. We’ve faced natural disasters before and worked through them successfully. We took this experience and built out
- [Data Driven, Multi-Channel Contact Centers Elevate the Customer Experience](https://connectionsmagazine.com/article/data-driven-multi-channel-contact-centers/) - By Renaud Charvet Fans of Friends may recall the episode in which Phoebe works as a call center agent for Empire Office Supplies, desperately trying to sell as much toner as possible. Luckily, the time of isolating cubicles and reams of contact lists are over and contact centers are the way forward, where data-driven contact
- [Twilio’s Extends Communications API Platform to Contact Centers](https://connectionsmagazine.com/news/twilios-extends-communications-api-platform-to-contact-centers/) - Twilio announced capabilities that extend Twilio’s communications API platform into the rapidly growing cloud contact center market.
- [September 2021 Issue of Connections Magazine](https://connectionsmagazine.com/issue/september-2021/) - The November/December 2017 issue of Connections Magazine, covering the call center industry, is now available.
- [January 2021 Issue of Connections Magazine](https://connectionsmagazine.com/issue/january-2021/) - The November/December 2017 issue of Connections Magazine, covering the call center industry, is now available.
- [March 2021 Issue of Connections Magazine](https://connectionsmagazine.com/issue/march-2021/) - The November/December 2017 issue of Connections Magazine, covering the call center industry, is now available.
- [May 2021 Issue of Connections Magazine](https://connectionsmagazine.com/issue/may-2021/) - The November/December 2017 issue of Connections Magazine, covering the call center industry, is now available.
- [July 2021 Issue of Connections Magazine](https://connectionsmagazine.com/issue/july-2021/) - The November/December 2017 issue of Connections Magazine, covering the call center industry, is now available.
- [November 2021 Issue of Connections Magazine](https://connectionsmagazine.com/issue/november-2021/) - The November/December 2017 issue of Connections Magazine, covering the call center industry, is now available.
- [January 2022 Issue of Connections Magazine](https://connectionsmagazine.com/issue/january-2022/) - The November/December 2017 issue of Connections Magazine, covering the call center industry, is now available.
- [March 2022 Issue of Connections Magazine](https://connectionsmagazine.com/issue/march-2022/) - The November/December 2017 issue of Connections Magazine, covering the call center industry, is now available.
- [May 2022 Issue of Connections Magazine](https://connectionsmagazine.com/issue/may-2022/) - The November/December 2017 issue of Connections Magazine, covering the call center industry, is now available.
- [July 2022 Issue of Connections Magazine](https://connectionsmagazine.com/issue/july-2022/) - The November/December 2017 issue of Connections Magazine, covering the call center industry, is now available.
- [September 2022 Issue of Connections Magazine](https://connectionsmagazine.com/issue/september-2022/) - The November/December 2017 issue of Connections Magazine, covering the call center industry, is now available.
- [November 2022 Issue of Connections Magazine](https://connectionsmagazine.com/issue/november-2022/) - The November/December 2017 issue of Connections Magazine, covering the call center industry, is now available.
- [Workforce Management Vendors](https://connectionsmagazine.com/article/workforce-management-vendors/) - Connections Magazine offers our listing of workforce management vendors.
- [Appointment Setting Versus Lead Generation](https://connectionsmagazine.com/article/appointment-setting-versus-lead-generation/) - By Shaun Thompson Appointment setting and lead generation are both strategic business options that most companies employ to accelerate their sales, but they’re often commonly misunderstood. The question is, what sets these two apart? Generating Leads with Lead Generation B2B sales lead generation starts your sales process. It’s the initial step towards making a sale
- [Quality Contact Solutions Receives SOC 2 Type 2 Certification](https://connectionsmagazine.com/news/quality-control-solution/) - Quality Contact Solutions, Inc, a leading outsource contact center and BPO company, received its SOC 2 Type 2 certification. This certification follows an extensive audit performed by A-Lign Assurance, a cybersecurity and compliance professional services firm. The audit confirms that Quality Contact Solutions’ information security practices, policies, procedures, and operations meet the SOC 2 standards for security,
- [Telemarketing Laws: An Auditors Perspective](https://connectionsmagazine.com/article/telemarketing-laws-compliance/) - By Rich Hamilton Over the years, as a PACE Customer Engagement Compliance Professional (CECP), I have audited dozens of companies for their compliance with telemarketing laws. As you may be aware, the landscape of telemarketing laws can be very complex, with federal regulations written by the FCC and FTC along with considerations for state-specific requirements.
- [How Call Center Service Providers Impact Customer Experience](https://connectionsmagazine.com/article/impact-customer-experience/) - By Megan Fallis Why is it that people dread hearing from or calling a call center? Think about the last time you called customer support. What was your experience like? I can remember mine, and it wasn’t great. Omnichannel and multichannel technologies are ideal for call centers because they provide support for communication beyond the
- [Happy Employees Mean Happier Customers for Telemarketing Companies](https://connectionsmagazine.com/article/happy-employees-happy-customer/) - By Patrick Gilbert The phrase “attitude is everything” is vital for telemarketing companies. Those working in telemarketing face unique challenges every day. Aside from the abundance of factors that affect call center agents both personally and professionally, telemarketers face the exact thing that makes this line of work interesting and unique: every call is different.
- [Components of Successful Outbound and Inbound Telemarketing Training](https://connectionsmagazine.com/article/inbound-and-outbound-telemarketing/) - By Claire Coffman In today’s ultra-competitive landscape, businesses place a greater emphasis on customer satisfaction, retaining customers, and providing world-class customer service. Tailoring training programs to focus on the skills needed to reinforce positive customer interactions is crucial. Consumer confidence is key to maintaining long-lasting customer relationships. The success of telemarketing campaigns depends on how
- [Complying with the Latest Telemarketing Rules](https://connectionsmagazine.com/article/latest-telemarketing-rules/) - By Angela Garfinkel There have been many changes to telemarketing rules and regulations in 2021. The most notable change was the April 1, 2021, U.S. Supreme Court decision in Facebook v. Druid. That decision effectively neutered the plaintiff’s bar in their pursuit of Telephone Consumer Protection Act (TCPA) class action lawsuits across the U.S. Here are the top
- [Software as a Service](https://connectionsmagazine.com/article/software-as-a-service/) - With Software as a Service, call centers use a centralized switch owned and maintained by the hosting company.
- [Why Traditional Methods for Motivating Salesforce Don’t Work](https://connectionsmagazine.com/article/motivating-your-salesforce/) - The three main sources of salesforce motivation don’t include traditional rewards and recognition.
- [5 Simple and Proven Ways to Retain Customers](https://connectionsmagazine.com/article/ways-to-retain-customers/) - By Kelly Doyle Did you know that retaining existing customers is far more cost-effective than acquiring new ones? It’s true. Substantial research shows that focused efforts on retaining customers are more profitable. So, the question is, why do many businesses often focus more on acquisition efforts than to keep their customers happy and loyal? If
- [How to Start or Buy a Telephone Answering Service: Start Up](https://connectionsmagazine.com/article/telephone-answering-service-start-up/) - To start a telephone answering service, you will need an investment of $25,000 to $150,000 depending on the number of agent stations and the scope features.
- [Making Contact Centers More Secure](https://connectionsmagazine.com/article/contact-center-security/) - By Donna Fluss Many years ago, when I was managing a credit card customer service contact center, one of our clients threatened to bomb our office. The agent who received the threat followed protocol and the issue was immediately brought to my attention, as the head of the department. I assessed the risk—per guidelines—and made
- [Contact Center Software Boosts Agent Productivity](https://connectionsmagazine.com/article/contact-center-software/) - No matter what you’re selling or where you’re located, the same issues tend to arise when it comes to providing excellent customer service. Perhaps your agents spend twice the amount of time they should interacting with customers. Or maybe your virtual call center’s employees are on different time zones and struggle to efficiently communicate with
- [Tom Searcy to be Feature Speaker at 2010 GLTSA Fall Meeting](https://connectionsmagazine.com/news/tom-searcy-to-be-feature-speaker-at-2010-gltsa-fall-meeting/) - The GLTSA recently announced that Tom Searcy from Hunt Big Sales is contracted as the keynote speaker for the 2010 GLTSA annual meeting.
- [Startel Turned 40 in 2020!](https://connectionsmagazine.com/article/startel-turned-40/) - But we all know that was not the big story of the year. Like so many other companies, the big story was COVID-19. This revealed Startel’s preparedness and subsequent ability to pivot amid the pandemic. Contact centers and answering services who use Startel were pleasantly surprised they were already prepared for a pandemic as they
- [Onvisource (formerly CadCom): Providing Telemessaging Solutions for Business Success](https://connectionsmagazine.com/article/onvisource/) - This article covers the history of CadCom Telesystems, founded in 1984 by a group of Lockheed Aerospace development engineers. CadCom is now Onvisource.
- [How To Overcome Your Biases Toward Chatbots](https://connectionsmagazine.com/article/biases-toward-chatbots/) - By Bob Grohs Chatbots are becoming increasingly responsible for assisting with customer service queries. Most customers have already used chatbots, whether they are aware of it or not. In a 2021 survey of over 1,000 chatbot users, some 47 percent of respondents said it’s possible they have mistaken a chatbot for a live service agent and
- [Vendor Profile: Startel](https://connectionsmagazine.com/article/cmc-restapi/) - In July of 1955, Tomorrowland opened at Disneyland in Anaheim, California. At the time, Walt Disney, an enthusiastic futurist, said “Scientists today are opening the doors of the Space Age to achievements that will benefit our children and generations to come. The Tomorrowland attractions have been designed to give you an opportunity to participate in
- [Vendor Profile: Startel Corporation](https://connectionsmagazine.com/article/startel-profile/) - Startel is a provider of integrated text, voice, fax, and networking solutions for call centers, specializing in messaging, paging, and call transferring.
- [Bobby Bennett Joins Startel](https://connectionsmagazine.com/news/bobby-bennett-joins-startel/) - Bobby Bennett Joins Startel as sales manager for the western region. Bennett will be responsible for sales for all states west of the Mississippi River.
- [Vendor Profile: Startel & Professional Teledata – Delivering on the Promise](https://connectionsmagazine.com/article/startel-and-professional-teledata/) - The goal of Startel/Professional Teledata (PTD) is to be a complete technology solution provider. They build relevant, cost-effective, complete solutions.
- [Startel Updates Multichannel Contact Center Platform](https://connectionsmagazine.com/news/startel-updates-cmc/) - Startel Corporation released the latest version of the Startel Contact Management Center which features several enhancements to improving overall security.
- [Startel Announces External SoftPhone Application](https://connectionsmagazine.com/news/startel-external-softphone-application/) - Startel Corporation announced the availability of its new soft phone application, the Startel external softphone.
- [Startel Releases Contact Management Center v14](https://connectionsmagazine.com/news/startel-releases-contact-management-center-v14/) - Startel Corporation announced the availability of Startel Contact Management Center (CMC) v14. “With this latest release, Startel continues the advancement...
- [Startel Announces Merger with Alston Tascom](https://connectionsmagazine.com/news/startel-merger-with-alston-tascom/) - Startel Corporation announced its merger with Alston Tascom, a provider of premise-based and hosted TAS solutions for call centers.
- [The Truths of System Hardening](https://connectionsmagazine.com/article/system-hardening/) - By Shawn Griswold Today you must take initiative to deal with security and system hardening. Flying under the radar, hoping and praying you will be okay, is no longer an option. Cybercrime is exploding. Crimes like exfiltration, ransomware, extortion, and sale of personal data are on the increase, and they are even being combined. Previously
- [Vendor Profile: Startel](https://connectionsmagazine.com/article/startel-secure-messaging/) - For forty years, Startel has been providing cutting-edge solutions to the answering service industry. Including Alston Tascom, also celebrating forty years, and Professional Teledata (PTD) at thirty-seven years, they have a combined 117-year history of serving the market. Yes, they were not around when the telephone was invented in 1876, but in the last forty
- [6 Tips to Improve Your Call Center’s Brand on Social Media](https://connectionsmagazine.com/article/improve-your-call-center-brand/) - It’s no secret that the use of advanced technology and social media is empowering potential clients and team members like never before. This empowerment is requiring call centers to refine their social media strategies to attract the best quality job candidates as well as nurture lasting relationships with clients. By Vince Vitale Here are some
- [Vendor Profile - Startel](https://connectionsmagazine.com/article/the-unification-startel-professional-teledata-and-alston-tascom/) - The Unification: Startel, Professional Teledata, and Alston Tascom It was only two years ago when three companies with long, rich histories in the evolution of software for telephone answering services were united. Startel and Alston Tascom’s resumes go back to 1980, while Professional Teledata started in 1983. Since the merger in September 2017, Startel, Professional
- [The Next-Generation Interactive Message Exchange](https://connectionsmagazine.com/article/the-next-generation-interactive-message-exchange/) - By Bobby Bennet Contact center clients today no longer focus solely on customer service through phone calls. Prospective clients looking for a call center will evaluate your company’s business strategy and technology. Your prospects have specific needs to meet their customers’ expectations, and they want to know that you can provide them with the tools
- [Cyber Security and HIPAA in a Medical Contact Center](https://connectionsmagazine.com/article/protected-health/) - By Bobby Bennett Regardless of size, medical contact centers must take steps to protect against cyberattacks and ensure HIPAA compliance. These two issues warrant intentional and proactive attention. Ways to Prevent Cyberattacks With cyberattacks on the rise, what steps should a contact center take to prevent falling victim? The first is to recognize that it
- [Vendor Profile: Startel and Professional Teledata](https://connectionsmagazine.com/article/vendor-profile-startel-and-professional-teledata/) - In September 2017 Startel and Professional Teledata (PTD) merged with Alston Tascom (Tascom) to further expand product offerings, broaden markets, and enhance technical resources and expertise. Since then it’s been full speed ahead. Over the last several months, the combined company has unveiled a new unified brand and revamped website, launched new customer resources, welcomed
- [Best Practices for Surviving a Ransomware Attack](https://connectionsmagazine.com/article/surviving-a-ransomware-attack/) - By Jim Graham In 1989 the first known ransomware attack occurred when twenty thousand floppy disks containing malware were distributed to researchers across more than ninety countries. In 2017 Symantec recorded an average of 1,242 ransomware complaints per day, not including the infamous WannaCry and NotPetya attacks. According to a survey conducted by Malwarebytes, one
- [Startel Announces Retirement of Wayne Scaggs](https://connectionsmagazine.com/news/retirement-of-wayne-scaggs/) - Startel, Professional Teledata, and Alston Tascom, leading providers of contact center solutions, announced that Wayne Scaggs will retire as the company’s director of corporate strategy effective January 1, 2019. Scaggs joined Alston Tascom (previously known as Conrac Alston) in 1979 after leaving Bell Helicopter. He began his career with the company as a field service
- [Startel and Professional Teledata Successfully Complete HIPAA Assessment](https://connectionsmagazine.com/news/startel-and-professional-teledata-successfully-complete-hipaa-assessment/) - Irvine, CA—June 11, 2018—Startel and Professional Teledata, leading providers of contact center solutions, today announced that the companies successfully completed their Healthcare Insurance Portability and Accountability Act (HIPAA) assessment. This marks Startel’s fourth and Professional Teledata’s first assessment for HIPAA compliance and reinforces the companies’ commitment to protecting consumer data and privacy. SecurityMetrics, a global
- [Startel, Professional Teledata, & Alston Tascom Unify Brand; Revamp Website](https://connectionsmagazine.com/news/startel-professional-teledata-alston-tascom-unify-brand/) - Startel, Professional Teledata, and Alston Tascom revealed their new unified brand to users of all three of the companies’ software platforms at their first combined user group conference in Denver, Colorado. The new branding follows the 2015 merger of Startel and Professional Teledata and the subsequent September 2017 merger with Alston Tascom. These moves further
- [Call Center Vendors Launch Marketing Resources Center](https://connectionsmagazine.com/news/vendors-launch-marketing-resources-center/) - Startel, Professional Teledata, and Alston Tascom launched their new marketing resources center, making custom-branded promotional materials available to their customers. The marketing resources center is a web-based repository housing a variety of promotional videos, flyers, infographics, and user guides that can be branded for use by the companies’ clients to promote the solutions and services
- [Startel Releases Latest Version of Secure Messaging Solution](https://connectionsmagazine.com/news/startel-corporation-releases-latest-version/) - Startel Corporation released its secure messaging solution, Startel Secure Messaging Plus (SM+). Many new features and enhancements were part of this release, including the ability to respond to group messages and allowing the forwarding of messages. SM+ is a two-way direct messaging solution that allows users to securely send and receive messages, including those containing
- [Startel Launches Self-Service Customer Portal](https://connectionsmagazine.com/news/startel-launches-self-service-customer-portal/) - Startel, Professional Teledata, and Alston Tascom launched The Customer Spot (TCS), a new self-service customer portal. TCS was unveiled during the companies’ first combined user group conference in Denver, Colorado. From TCS, all technical documentation, including user guides, manuals, application and release notes, product information, and company updates can be accessed from one location. Customers
- [Dan L’Heureux and Renita Dorty Receive Awards](https://connectionsmagazine.com/news/dan-lheureux-and-renita-dorty-receive-awards/) - Startel, Professional Teledata, and Alston Tascom recognized Dan L’Heureux and Renita Dorty during the companies’ first combined user group conference in Denver, Colorado. Dan L’Heureux is the recipient of the 2018 Allen Kalik Award and Renita Dorty is the recipient of the 2018 Don Berry Award of Excellence. Allen Kalik Award The Allen Kalik Award
- [Startel Achieves Microsoft Gold Application Development Competency](https://connectionsmagazine.com/news/startel-earns-microsoft-gold-competency/) - Startel Corporation announced it has attained Microsoft's Gold Application Development competency, meeting customers’ evolving needs.
- [Startel Corporation Releases Contact Management Center v14.1](https://connectionsmagazine.com/news/cmc-v14-1/) - Startel Corporation announced the availability of Startel Contact Management Center (CMC) v14.1. This release includes several new features and enhancements designed to maximize agent productivity and efficiency. Customers can expect a tighter integration with QGenda, allowing QGenda schedules to be configured directly within Startel administration controls. The client maintenance module now includes a find feature,
- [Startel Launches SMS Services](https://connectionsmagazine.com/news/startel-launches-sms-services/) - Startel Corporation announced that they have been conducting successful beta tests of a new SMS aggregator service that will be launched on October 16, 2009.
- [Startel Now Employee-Owned](https://connectionsmagazine.com/news/startel-now-employee-owned/) - William Lane, CEO of Startel Corporation, announced that Bill Robertshaw has sold the company, which will be an employee-owned entity.
- [Startel Corporation Announces New Western Area Sales Manager](https://connectionsmagazine.com/news/startel-corporation-announces-new-western-area-sales-manager/) - Startel Corporation has announced Chuck Tonne as their new western area sales manager.
- [Startel Achieves Microsoft Gold and Silver ISV Competencies](https://connectionsmagazine.com/news/startel-achieves-microsoft-gold-and-silver-isv-competencies/) - Startel Corporation announced it achieved Gold and a Silver Independent Software Vendor (ISV) competency from Microsoft Partner Network.
- [Startel Announces Ron Lee as Information Developer](https://connectionsmagazine.com/news/startel-announces-ron-lee-as-information-developer/) - Startel Corporation announced that Ron Lee has joined Startel in the position of information developer.
- [Startel Announces Initiatives](https://connectionsmagazine.com/news/startel-announces-initiatives/) - Startel has several initiatives focused on deploying technology solutions to enable clients to weather this economy.
- [Startel Announces B2B SMS Solution](https://connectionsmagazine.com/news/startel-announces-b2b-sms-solution/) - Startel recently announced its B2B SMS solution at the recent TeamSNUG convention. Startel's SMS solution will provide true business-to-business functionality.
- [Startel Receives ATSI Switch Certification](https://connectionsmagazine.com/news/startel-receives-atsi-switch-certification/) - Startel was awarded the ATSI Industry Standards Switch Certification. Dan Feis and Steve Newell of Startel received the award during the ATSI awards dinner.
- [Startel Launches Disaster Recovery Service](https://connectionsmagazine.com/news/startel-disaster-recovery-service/) - Startel Corporation's new disaster recovery service provides customers with a complete failover solution and peace of mind, with automatic synchronizations.
- [nCall v4 Released](https://connectionsmagazine.com/news/ncall-v4-released-gives-performance-security-and-resilience/) - Gives Performance, Security, and Resilience The result of nearly two years’ work, nSolve released nCall v4, Jan 2023. It is a significant rework of the suite bringing performance, security, and resilience. Major enhancements include: Operator Console Offline Mode: If the operator's console detects a connection dropout with the nCall central server, it automatically switches to
- [AnswerNet Expands Traditional Answering Service to Include Text Support](https://connectionsmagazine.com/news/answernet-answermytexts/) - AnswerNet launched AnswerMyTexts, the first true business text answering service solution. AnswerMyTexts lets business owners handle texts on their business phone number or have those texts handled by AnswerNet agents. The goal of AnswerMyTexts is to allow businesses to use their answering service for non-voice channels for the first time, and to encourage all businesses
- [Customer Contact Week’s 20th Anniversary Series Brings Back Top-Rated Headliners](https://connectionsmagazine.com/news/customer-contact-weeks-20th-anniversary/) - Customer Contact Week, for customer service and CX professionals, will kick off 2019 at the JW Marriott in Nashville, January 15–18. This event is projected to attract over 500 executives who spearhead contact center and customer experience strategies. Celebrating its twentieth anniversary since the founding of Call Center Week in 1999, each iteration of CCW
- [Customer Contact Week Celebrates 20th Anniversary in 2019](https://connectionsmagazine.com/news/customer-contact-week-20th-anniversary/) - Customer Contact Week celebrates twenty years of CCW and groundbreaking industry growth and innovation. This June 24-28 at The Mirage in Las Vegas, CCW brings together 2,500-plus executives for five inspirational, educational, and community-oriented days. The 2019 Keynote Headliners include Tony Hsieh, CEO of Zappos; Nancy Brinker, founder of the Susan G. Komen Foundation; and
- [Primas Addresses First Call Resolution Issues](https://connectionsmagazine.com/news/primas-addreses-first-call-resolution-issues/) - The Primas Group launched Evolution FCR software; it is a cost-effective and simple solution, with unified steps to process and handle repeat callers.
- [Errors and Omissions Insurance Case Study: Alarm Monitoring](https://connectionsmagazine.com/article/alarm-monitoring/) - Here is a claim scenario involving teleservices companies, based on combining facts from actual claims made against the ATSI Professional Liability plan.
- [How Secure Is Your Contact Center?](https://connectionsmagazine.com/article/secure-contact-center/) - Why Your Agents May Be Putting Customer Data at Risk By Tim Critchley Despite the rise in automated, self-servicing technologies in contact centers, many customers still prefer to pay bills and receive support by speaking with a live agent or customer service representative (CSR). Live agents continue to play a significant role in the customer
- [Balancing Patient Care with Data Security and Privacy](https://connectionsmagazine.com/article/patient-care-with-data-security/) - The stakes have never been higher for healthcare providers to deliver a positive patient experience. According to a recent study by Prophet, 81 percent of consumers are unsatisfied with their healthcare experience, while only 40 percent believe providers are best meeting their needs. At the same time, data breaches in the healthcare sector are at
- [Four Steps to Minimize Risk in a Healthcare Call Center](https://connectionsmagazine.com/article/provide-hipaa-training/) - By Janet Livingston Running a call center is challenging, but mastering one in the healthcare industry carries an added set of concerns. People’s health and even their lives are at stake. Make a mistake, and it might affect someone’s future, even their life. Although it’s impossible to eliminate all risks, a few simple steps can
- [Customer Care in Your Call Center](https://connectionsmagazine.com/article/customer-care-in-your-call-center/) - The concept of providing exceptional service should be easily recognized. Let's face it, replacing lost clients is a costly endeavor.
- [Developing Your Callback Strategy](https://connectionsmagazine.com/article/developing-your-callback-strategy/) - Design a Callback Strategy That Works for You and Your Callers By Peter Lyle DeHaan, Ph.D. Though not every caller will use it, many appreciate the option to have you call them back instead of waiting on hold. As with any technology, your implementation of your callback strategy has probably evolved over time. If so,
- [Contact Center Pain Points](https://connectionsmagazine.com/article/contact-centers-pain-points/) - Tips for Improving Processes or Adopting New Technology Submitted by SingleComm While process-improving technology is a must for contact centers that want to stay competitive and improve customer experience, putting new technologies to use can mean growing pains, slow implementation, and frustrated employees. Patient experience ensures that your agents can connect patients to providers efficiently
- [Check Your Email](https://connectionsmagazine.com/article/check-your-email/) - If you are not diligent about checking your email, you may be missing sales opportunities.
- [Mind your Business: The First Time Buyer](https://connectionsmagazine.com/article/the-first-time-buyer/) - Steve Michaels offers tips for the first time buyer of an answering service.
- [Customer Service in the Web 2.0 World](https://connectionsmagazine.com/article/customer-service-in-the-web-2-0-world/) - Web 2.0 is training consumers to expect instant access and immediate gratification online.
- [Are Workforce Management Simulators Enough?](https://connectionsmagazine.com/article/workforce-management-simulators/) - A call center workforce management simulator mimics call traffic and attempts to match agent work schedules with the projected demand.
- [Are You Turning Raving Fans into Roving Fans?](https://connectionsmagazine.com/article/raving-fans-or-roving-fans/) - Many companies are too wrapped up in the technological aspects of running their company and neglect the human element.
- [Beware the Fallout of Bad Customer Service](https://connectionsmagazine.com/article/fallout-of-bad-customer-service/) - A recent Harris Interactive study revealed truths about consumers' customer service experiences and that customer service is a defining factor.
- [VoIP: What's in It for Me?](https://connectionsmagazine.com/article/voip-what-is-in-it-for-me/) - From a practical standpoint, VoIP offers many benefits. Don't fixate on the technical terms—just know that VoIP increases flexibility and efficiencies.
- [VoIP Case Study: The JCF Story](https://connectionsmagazine.com/article/jcf-communications-case-study/) - To grow, JCF Communications needed to expand into other markets and looked for acquisition candidates.
- [VoIP in Action](https://connectionsmagazine.com/article/voip-in-action/) - See what industry vendors are doing to integrate VoIP into their product offerings to allow you to safely expand their operations and reduce costs using VoIP.
- [A Moment of Clarity](https://connectionsmagazine.com/article/a-moment-of-clarity/) - Trends and what to expect for the future of call centers in the United States and around the world.
- [Mind Your Business: The Value of EBITA](https://connectionsmagazine.com/article/the-value-of-ebita/) - EBITA stands for Earnings Before Interest, Taxes, Depreciation, and Amortization and is a superior way to valuate a business.
- [Cashing Out Your Hidden Business Assets](https://connectionsmagazine.com/article/cashing-out-your-hidden-business-assets/) - When it's time for successful entrepreneurs to sell their teleservices call centers and move on, a main objective is to realize maximum value from the sale.
- [ATA Convention ICE Cools the Arizona Desert](https://connectionsmagazine.com/article/ata-convention-recap/) - The 24th ATA National Convention & Expo in Scottsdale, Arizona, was one of the best ones in recent memory, offering something for everyone.
- [What Is Telemanagement?](https://connectionsmagazine.com/article/what-is-telemanagement/) - Telemanagement is the act of directing telemarketing programs for clients who wish to outsource to multiple service providers.
- [The CAM-X 2007 Call Centre Award of Distinction](https://connectionsmagazine.com/article/2007-camx-award-of-distinction/) - Last year's CAM-X stellar list of honorees has expanded to include top performers in three countries, spanning two continents.
- [The CAM-X 2007 Award of Excellence](https://connectionsmagazine.com/article/cam-x-award-of-excellence/) - Last year's CAM-X Award of Excellence has expanded to include top performers in three countries, spanning two continents.
- [Attention-Catching Customer Service Depends on People](https://connectionsmagazine.com/article/attention-catching-customer-service/) - In pursuit of maximizing profits, too many cut staff and force callers into the wrong self-service options that only serve to escalate frustrations.
- [The Road to an All IP Telephony Network Is Paved with SS7](https://connectionsmagazine.com/article/all-ip-telephony-network-with-ss7/) - It may take several years to realize an all IP-based telephony infrastructure - and SS7 can help make that happen in a controlled, reliable manner.
- [Homebodies: The New Contact Center Agents](https://connectionsmagazine.com/article/new-contact-center-agents/) - Expand your call center's agent workforce by using home-based agents.
- [I Want to Buy Some Shoes](https://connectionsmagazine.com/article/i-want-to-buy-some-shoes/) - My recent experience buying a pair of shoes, gave some great insights into how call centers operate.
- [Mind Your Business: Adjusting the Sales Price](https://connectionsmagazine.com/article/adjusting-the-sales-price/) - When selling your Telephone Answering Service, sometimes the sale price needs to be adjusted.
- [Strategies for Hiring in a Virtual Call Center](https://connectionsmagazine.com/article/hiring-in-a-virtual-call-center/) - How to effectively hire agents for a virtual contact center.
- [Benefits of Virtualization for Call Centers](https://connectionsmagazine.com/article/benefits-of-virtualization/) - Creating a virtual call center offers many advantages - if you do it right.
- [Call Center Best Practices Make the Difference](https://connectionsmagazine.com/article/best-practices-make-the-difference/) - Implementing call center best-practices to improve your contact center's operation.
- [What Does an Agent Really Cost, and Could You Use an Extra One or Two?](https://connectionsmagazine.com/article/real-cost-of-an-agent/) - After determining the cost of hiring, training, and compensating an agent, the idea of hiring outsourced agents may prove to be cost-effective.
- [Creating a Virtual Contact Center](https://connectionsmagazine.com/article/creating-a-virtual-contact-center/) - Using Software as a Service (SaaS), a virtual call center can be easily and effectively created.
- [Service Recovery - The Art of Damage Control](https://connectionsmagazine.com/article/art-of-damage-control/) - How you respond to customer services problems determines your customers image of your company - and the likelihood of them buying from you again.
- [Agent Automation: Optimizing a Call Center's Most Important Resource](https://connectionsmagazine.com/article/agent-automation/) - Call center managers are always seeking to provide better services for their clients and callers at a lower cost.
- [Take Your Call Center to the Next Level](https://connectionsmagazine.com/article/taking-it-to-the-next-level/) - Call center credentials include quality awards, innovation acknowledgements, certifications, and other independently assessed, quantifiable accomplishments.
- [Mind Your Business: Selling a Commingled Business](https://connectionsmagazine.com/article/selling-a-commingled-business/) - When buying a business with commingled assets, make an offer a multiple based on a net profitability figure.
- [Should Inbound Contact Centers Be Worried?](https://connectionsmagazine.com/article/worried-inbound-contact-centers/) - When customers are annoyanced by call centers, both outbound and inbound, they turn to their legislators for help.
- [Best Practices in Verification](https://connectionsmagazine.com/article/best-practices-in-verification/) - You can't afford to have bad leads slip through; you can't afford to have bad telemarketing sales slip through either.
- [The Metric That Matters: Understanding Cost per Sale vs. Cost per Hour in the Teleservices Industry](https://connectionsmagazine.com/article/cost-per-sale-versus-cost-per-hour/) - Companies seeking teleservices call centers to acquire or service customers are meticulously scrutinizing pricing.
- [The Evolution of the Call Center](https://connectionsmagazine.com/article/evolution-of-the-call-center/) - With email, chat, and text messaging, customers have only become more exasperated with call centers.
- [Soft Selling Yields Hard Profits in Contact Centers](https://connectionsmagazine.com/article/soft-selling-yields-hard-profits/) - Two out of three contact centers across the world fail to provide their call center agents with any selling skills.
- [Win Business Without Cutting Prices](https://connectionsmagazine.com/article/win-business-without-cutting-prices/) - Often quality and reliability trump price when buying call center services, so there is no need to cut prices.
- [Hosting Offers a Fast Track to Superior Customer Service](https://connectionsmagazine.com/article/hosting-offers-superior-customer-service/) - Hosted contact center solutions streamline technology issues and provide the expertise for superior customer service.
- [New Sales and Marketing Book](https://connectionsmagazine.com/news/sales-and-marketing-book/) - Peter Lyle DeHaan Releases Sticky Sales and Marketing Peter Lyle DeHaan released his latest book, Sticky Sales and Marketing: Produce Positive Long-Term Results and Relationships. It is book two in the Sticky series. Sticky Sales and Marketing addresses sales management, sales tips, marketing management, and marketing tactics. In Sticky Sales and Marketing, Peter Lyle DeHaan, PhD uses a
- [Nine Tips for Top-Notch Customer Service Leadership](https://connectionsmagazine.com/article/customer-service-leadership/) - Customer-centricity doesn't just happen. Transforming routine contact center service into true customer advocacy takes strong executive leadership. Here's how..
- [A Real Change Will Do You Good](https://connectionsmagazine.com/article/real-change-will-do-you-good/) - In bad times, contact center managers must find ways to reduce overhead in order to run "leaner and meaner."
- [The Impending "Do Not Market" Threat](https://connectionsmagazine.com/article/impending-do-not-market-threat/) - The Impending 'Do Not Market' Threat By Peter DeHaan, as seen in Connections Magazine.
- [Industry Standards Initiative](https://connectionsmagazine.com/article/industry-standards-initiative/) - June 2004, ATSI president Steve Diels chaired an ATSI strategic planning session. Out of that session came four initiatives to the telemessaging industry.
- [Mind Your Business: Performing Due Diligence](https://connectionsmagazine.com/article/performing-due-diligence/) - How to perform due diligence when buying an answering service.
- ["One Number" Technology: An Alternative DID](https://connectionsmagazine.com/article/an-alternative-did/) - Replace DID (Direct-Inward-Dial) numbers with one-number technology
- [Message Taking Systems and Software](https://connectionsmagazine.com/article/messaging-systems-and-software/) - Whatever your circumstances or the reason for considering upgrading or replacement, this Message Taking vendor listing and overview is the place to start.
- [Call Center Spotlight on InfoCision: Twenty-Five Years of Excellence](https://connectionsmagazine.com/article/spotlight-on-infocision/) - When Gary Taylor founded InfoCision Management Corporation in 1982, his goal wasn't to be the biggest teleservices firm in the world - only the best.
- [ATSI 63rd Annual Convention & Expo Vendors](https://connectionsmagazine.com/article/atsi-convention-vendors-2/) - ATSI 63rd Annual Convention & Expo: Vendor Photos and Descriptions, June 20-23, 2007.
- [ATSI Call Center Award of Distinction - 2007](https://connectionsmagazine.com/article/2007-atsi-award-of-distinction/) - Association of TeleServices International (ATSI) Call Center Award of Distinction for 2007.
- [ATSI Award of Excellence - 2007](https://connectionsmagazine.com/article/2007-atsi-award-of-excellence/) - The Association of TeleServices International (ATSI) Award of Excellence for 2007
- [How to Find a Premier Search Firm](https://connectionsmagazine.com/article/find-a-premier-search-firm/) - A good call center management search firm can identify that special candidate to provide top-notch leadership.
- [Automated Dispatch](https://connectionsmagazine.com/article/automated-dispatch/) - Dispatch operations vary widely from company to company. Some companies only dispatch messages, but most dispatch people.
- [Websites That Can Help You and Your Business](https://connectionsmagazine.com/article/helpful-websites-for-businesses/) - The Internet is a tremendous information source. But, you need to know where to start! So, here are 50 websites that can help you with your day-to-day tasks.
- [I'm Busy](https://connectionsmagazine.com/article/i-am-busy/) - It is imperative to guard against getting so busy dealing with life that we forget to live it.
- [The Art and Science of Predicting Call Center Workload](https://connectionsmagazine.com/article/predicting-call-center-workload/) - The purpose of the call center workload forecast is to predict workload so that we can get the right number of staff in place to handle it.
- [Using Workforce Management to Power Multichannel Management](https://connectionsmagazine.com/article/workforce-management/) - Call centers employ multiskill routing strategies to run multisite organizations, and support multichannel contacts
- [Are You Passive, Average, or Proactive?](https://connectionsmagazine.com/article/passive-average-or-proactive/) - Nancy Friedman discusses the possibilities in responses: passive, average, or proactive?
- [Five Guidelines for Selecting and Purchasing Workforce Management Tools](https://connectionsmagazine.com/article/workforce-management-tools/) - Based on years of experience in using, designing, and selling workforce management tools, here are five important points to aid in the selection process
- [Going Beyond the Call](https://connectionsmagazine.com/article/call-backs/) - Offer Call Backs and Customer Service Options By Peter Lyle DeHaan, Ph.D. In thinking about going beyond the call, you may assume this is an article about offering web chat, text messaging, and email response in addition to handling phone calls. Though I’m an advocate of these options, thereby turning your call center into a
- [What's the Big Deal about Hosting?](https://connectionsmagazine.com/article/hosting-is-a-big-deal/) - Call center hosting is like carpooling your call center accounts on someone else's system.
- [Peter's Law of Reciprocity](https://connectionsmagazine.com/article/law-of-reciprocity/) - Although "how to be a successful attendee" may seem trivial or even self-evident, all too often people get it wrong.
- [Financial Benchmarking for Your Business](https://connectionsmagazine.com/article/financial-benchmarking/) - Call centers have interest in comparing their call handling statistics, financial data, and agent ratios with their peers; ATSI has responded.
- [Mind Your Business: Ensuring a Smooth Sales Process](https://connectionsmagazine.com/article/ensuring-a-smooth-sales-process/) - Treat each step of a business sale with caution and allow time to make any needed adjustments or gather additional information.
- [Is Your Call Center Ready for a Disaster?](https://connectionsmagazine.com/article/preparing-for-disaster/) - Call center threats includes hurricanes, tornadoes, earthquakes, storms, power outages, and terrorist threats.
- [Planning for Disaster](https://connectionsmagazine.com/article/planning-for-disaster/) - It is much easier to prepare a plan before disaster strikes than when you're standing in the middle of destruction.
- [What Are Hosted Services?](https://connectionsmagazine.com/article/hosted-services-2/) - Call center already subscribe to many hosted services, such as Web-based appointment setting and Web accounts.
- [Redundancy Solutions Maximize Call Centers Uptime](https://connectionsmagazine.com/article/redundancy-solutions/) - Call centers are susceptible to all of the maladies of the network world, including hacker attacks, viruses, and Trojan Horses.
- [Speech Recognition and Natural Dialogue with Virtual Agents](https://connectionsmagazine.com/article/speech-recognition-and-natural-dialogue/) - Many call centers employ speech applications where the customer speaks to a computer rather than to an agent.
- [Voice Mail and Voice Processing System Providers](https://connectionsmagazine.com/article/voice-mail/) - A listing of voice mail and voice processing system providers.
- [A Holistic Approach to CRM](https://connectionsmagazine.com/article/holistic-approach-to-crm/) - CRM is not a technology or a solution, but a philosophy, a mindset, an "enlightened" approach to doing business.
- [Putting the ATSI Marketing Toolkit to Work](https://connectionsmagazine.com/article/putting-the-atsi-marketing-toolkit-to-work/) - The ATSI Marketing Toolkit includes postcards, direct mailers, coupons, sales brochures, bill stuffers, news releases, telemarketing scripts, and email cards.
- [Mind Your Business: The Percent of Revenues Method](https://connectionsmagazine.com/article/the-percent-of-revenues-method/) - When selling your business get cash - or at least as much as possible. Then check out the buyer to ensure they will do a good job.
- [Searching for the "Perfect" CRM](https://connectionsmagazine.com/article/searching-for-the-perfect-crm/) - Contact centers are the primary customer interface, but are typically not represented when selecting CRM.
- [Agent Cross Training May Not be the Answer](https://connectionsmagazine.com/article/agent-cross-training-not-the-answer/) - The skills and competencies needed to provide excellent customer service are not the same as those needed to sell successfully; both are critical.
- [Turning Business Challenges into Opportunities](https://connectionsmagazine.com/article/turning-challenges-to-opportunites/) - Call centers must create a problem-solving culture, so taht agents can transform every challenge into an opportunity.
- [Case Study: Star Contact Implements VoIP](https://connectionsmagazine.com/article/star-contact-implements-voip/) - Call centers are looking for efficient and effective ways of serving Hispanic customers across North and South America.
- [What Makes a Good Call Center Agent?](https://connectionsmagazine.com/article/what-makes-a-good-call-center-agent/) - Four factors help make great call center agents: competencies, motivational fit, personality, and external factors.
- [Identity Theft: Who's Protecting Your Callers?](https://connectionsmagazine.com/article/caller-identity-theft/) - Callers can only do so much to protect against identity theft; call centers need to design and implement rigorous privacy policies.
- [Redefining the Role of Voice Logging](https://connectionsmagazine.com/article/redefining-role-of-voice-logging/) - Full-time call center agent recording (100%) provides a record of activities, confirmation of compliance, and liability management.
- [Call Logging and Quality Management: Driving a Path to Customer Satisfaction](https://connectionsmagazine.com/article/call-logging-and-quality-management/) - Quality monitoring is a key initiative to rise above the competition, ensuring a consistent, positive caller experience.
- [Voice Logging in the Call Center](https://connectionsmagazine.com/article/voice-logging-in-the-call-center/) - Call Center voice loggers are invaluable for training, agent self-evaluation, quality control, and call compliance.
- [What Will They Say?](https://connectionsmagazine.com/article/what-agents-will-say-to-make-a-sale/) - What will call center agents say to make a sale? The answer might surprise you - it did Peter DeHaan
- [Mind Your Business: Valuation Methods](https://connectionsmagazine.com/article/valuation-methods/) - There are four basic ways to valuate a business: revenue multiple, EBITDA multiple, PE ratio, and free cash flow model
- [Federal Universal Service Fund](https://connectionsmagazine.com/article/federal-universal-service-fund/) - Senate Bill 101 would fund FUSF using an assessment on phone numbers (including DIDs) and SIP and IP addresses.
- [Call Center Case Study: Scheduling to Meet Goals and Satisfy Agents](https://connectionsmagazine.com/article/scheduling-to-meet-goals/) - For call centers, there's a delicate balance between meeting service level and efficiency goals while keeping agents happy with their schedules.
- [Happiness Starts with a Fulfilling Career](https://connectionsmagazine.com/article/happiness-and-a-fulfilling-career/) - To be happier and more successful at work than you were last year, you need to focus on this list of key initiatives.
- [Multi-Corporate-Culturalism: Map to Innovation](https://connectionsmagazine.com/article/multi-corporate-culturalism/) - How can multiple corporate cultures coexist in one organization and produce revenue and innovation opportunity for the contact center.
- [Contact Center Automation: A Well-Oiled, Intelligent Machine for Customer Service](https://connectionsmagazine.com/article/contact-center-automation/) - Automation is a term that evokes images of heavy industry and machinery. So how does it apply to the contact center?
- [Supervisors: The Critical Link](https://connectionsmagazine.com/article/supervisors-are-a-critical-link/) - Call center agents don't leave companies, they leave supervisors; supervisors must tackle many problems in their role.
- [Workforce Management for Skills-Based Routing](https://connectionsmagazine.com/article/workforce-management-2/) - Implementing skills-based routing adds new workforce management challenges for contact centers.
- [Time to Give](https://connectionsmagazine.com/article/time-to-give/) - Call centers need to seek ways to give back to their community - the results can be profound.
- [Mind Your Business: Selling for Cash](https://connectionsmagazine.com/article/selling-your-business-for-cash/) - Selling your business for cash, an instructive solution by Steve Michaels from his "Mind Your Business" series.
- [Workforce Management Solutions: A Smart Contact Center Investment](https://connectionsmagazine.com/article/a-smart-contact-center-investment/) - Workforce Management (WFM) Solutions are a smart contact center investment. enabling optimal performance
- [Agent Adherence 101: Three Simple Strategies to Improved Service Levels](https://connectionsmagazine.com/article/improve-service-levels/) - Agent Adherence 101: Three Simple Strategies to Improved Service Levels, an article by Bob Webb.
- [Outsourcing Customer Satisfaction](https://connectionsmagazine.com/article/outsourcing-customer-satisfaction/) - Contact center outsourcing used to be cost-driven, as the centers were used to centralize and handle complaints.
- [Call Center Voice Biometrics Is Coming](https://connectionsmagazine.com/article/call-center-voice-biometrics/) - The call center industry needs highly accurate, proven, low-cost solutions for higher levels of ID authentication.
- [Get Your Call Center Motivated](https://connectionsmagazine.com/article/get-your-call-center-motivated/) - Call center managers need to create an environment where a culture of optimism can flourish among agents.
- [ATSI Owners Forum](https://connectionsmagazine.com/article/atsi-owners-forum/) - ATSI held its first Owners' Forums in Florida, with professional educators from the Kellogg Graduate School of Business
- [The Survey Says…](https://connectionsmagazine.com/article/survey-your-callers/) - Surveys: Staying on top of what your callers are thinking and doing and intergrating into CRM systems.
- [2012 - A Future Scenario for the Telemessaging Industry](https://connectionsmagazine.com/article/future-of-telemessaging-industry/) - A Future Scenario for the Telemessaging Industry, circa 2012, from the mind of Steve Michaels
- [Anything for a Sale (part 2)](https://connectionsmagazine.com/article/anything-for-a-sale-part-2/) - A situation involved a transaction made over the phone; there was an agent who was all too willing to say anything for a sale.
- [Be Careful What You Measure](https://connectionsmagazine.com/article/be-careful-what-you-measure/) - When call center managers focus on labor metrics, they often look at the wrong thing for the wrong reason.
- [Profiting from Disaster: How to Ethically Make Money During a Crisis](https://connectionsmagazine.com/article/profiting-from-disaster/) - The bottom line - businesses need to understand the different ways they can help during disaster, and need to get over the stigma of profiting from disaster.
- [At-Home Agents: The Promises and Pitfalls](https://connectionsmagazine.com/article/promises-and-pitfalls-of-at-home-agents/) - On-demand call center technology has changed the way many call centers operate, allowing at home agents.
- [What If Your Competitors Tapped Into Your Call Center](https://connectionsmagazine.com/article/tapping-into-your-call-center/) - If your competitors tapped into your call center, they would know your weaknesses, gain ideas, know your clients, and beat you to the punch
- [How to Optimize Skills-Based Routing Using a Virtual Queue](https://connectionsmagazine.com/article/optimize-skills-based-routing/) - Implementing skills-based routing in your contact center attempts to match caller's needs with agent skills and availability.
- [Weak Wimpy Words](https://connectionsmagazine.com/article/weak-wimpy-words/) - The Telephone Doctor calls the phrase, "Hi, how are you?" the four killer words; they are weak wimpy words.
- [Call Center Automation](https://connectionsmagazine.com/article/call-center-automation/) - Today's modern call centers bear little resemblance to their predecessors; every aspect has changed and evolved.
- [Securing Your VoIP Calls](https://connectionsmagazine.com/article/securing-your-voip-calls/) - VoIP is a marvelous new technology, propelling us into greater opportunities and bigger challenges. There are many benefits of VoIP; but also security issues.
- [CAM-X 2006 Call Centre Award of Distinction](https://connectionsmagazine.com/article/2006-camx-award-of-distinction/) - The Canadian Call Management Association (CAM-X - www.camx.ca) 2006 Call Centre Award of Distinction winner list.
- [CAM-X 2006 Award of Excellence Program](https://connectionsmagazine.com/article/2006-cam-x-award-of-excellence/) - The CAM-X Award of Excellence is a mystery caller program that evaluates call center agents by an independent panel of judges.
- [How Not to Market to Hispanics](https://connectionsmagazine.com/article/market-to-hispanics/) - Many factors influence Hispanic behavior and response to marketing efforts: country of origin and level of American acculturation.
- [ASTAA Conference Report and Photos](https://connectionsmagazine.com/article/astaa-conference/) - ASTAA (Atlantic States Telephone Answering Association) Conference, October 16-17, 2006 in Baltimore, Maryland.
- [Things Your Callers Never Want to Hear](https://connectionsmagazine.com/article/things-your-callers-never-want-to-hear/) - Nancy Friedman, Telephone Doctor has created a list of things that your customers never, ever want to hear.
- [Anything for a Sale](https://connectionsmagazine.com/article/anything-for-a-sale/) - WB and UPN merged to become the CW Network. Since our cable provider offered both, I was sure there would be no problem receiving the new network. I was wrong.
- [Top Telephone Pet Peeve Is Put On Hold](https://connectionsmagazine.com/article/top-telephone-pet-peeve/) - The Top Telephone Pet Peeve Is Being Put On Hold, by Nancy Friedman, the Telephone Doctor
- [Enhancing Your Company Brand…Just Add ICE](https://connectionsmagazine.com/article/enhance-your-company-brand/) - The Ideal Customer Experience (ICE) establishes the loyalty of your customer base and inspires positive word of mouth.
- [It All Depends](https://connectionsmagazine.com/article/it-all-depends/) - For call centers, a frequent area of interest is ascertaining an acceptable agent occupancy rate.
- [Fourth & Inbound to Go!](https://connectionsmagazine.com/article/fourth-and-inbound-to-go/) - Outbound call centers were not regulated because they were intrusive, but because they were annoying.
- [2006 ATA Convention](https://connectionsmagazine.com/article/2006-ata-convention/) - 2006 ATA Convention & Expo Photos from Connections Magazine.
- [IP Telephony: The Platform of Choice](https://connectionsmagazine.com/article/ip-telephony/) - Internet Protocol Telephony (IPT) is the platform of choice for upgrading call center networks or deploying new contact center facilities.
- [How to Churn Employees](https://connectionsmagazine.com/article/how-to-churn-employees/) - If he had received good training and been treated with respect and dignity, the outcome would've been different.
- [VoIP in the Call Center](https://connectionsmagazine.com/article/voip-in-the-call-center/) - Voice over Internet Protocol (VoIP) is a large, complex, and rapidly evolving technology applicable to call centers.
- [Is Open Source IP PBX Right for Your Call Center?](https://connectionsmagazine.com/article/open-source-ip-pbx/) - Many companies are deploying Voice-over-Internet Protocol (VoIP) in their contact centers.
- [Hiring on Enthusiasm](https://connectionsmagazine.com/article/hiring-on-enthusiasm/) - Call centers need to carefully select their new agents to ensure the best possible fit for their operation.
- [Strike the Right Balance in Your Contact Center](https://connectionsmagazine.com/article/strike-the-right-balance/) - In contact centers, agents are either builders, cutters, and maintainers. You must identify who's who and striking a balance.
- [How Does VoIP Fit into Your Call Center?](https://connectionsmagazine.com/article/voip-in-your-call-center/) - VoIP for call centers is a practical and cost-effective way to have a distributed call center and to support home-based reps.
- [The Cardinal Rules of Customer Service](https://connectionsmagazine.com/article/cardinal-rules-of-customer-service/) - Telephone Doctor (Nancy Friedman) likes to celebrate customer service all year long - 24/7/365.
- [Case Study: Appointment Scheduling Deployment](https://connectionsmagazine.com/article/appointment-scheduling-deployment/) - A case study in deploying call center appointment scheduling at AnswerNet Network.
- [Under the Influence](https://connectionsmagazine.com/article/under-the-influence/) - A tribute to teachers, educators, and employers who have influenced and shaped Peter DeHaan over the years.
- [Selling Your Business: The Negotiation Process](https://connectionsmagazine.com/article/negotiation-process-for-selling-your-business/) - In selling your business, the negotiation process can make or break the deal.
- [Pseudowire: Relief for Call Center Network Migration Pains](https://connectionsmagazine.com/article/pseudowire/) - Pseudowire functions like a special channel, or wire, through the IP network, that carries the TDM traffic.
- [ATSI Call Center Award of Distinction Winners 2006](https://connectionsmagazine.com/article/2006-atsi-award-of-distinction-winners/) - ATSI Call Center Award of Distinction Winners for 2006, as reported in Connections Magazine
- [ATSI Award of Excellence Winners for 2006](https://connectionsmagazine.com/article/2006-atsi-award-of-excellence-winners/) - The ATSI Award of Excellence program is designed as a measure of quality control at telemessaging call centers.
- [Growing Your Call Center](https://connectionsmagazine.com/article/growing-your-call-center/) - The future of call centers may reside with the Internet. The opportunities are limited only by imagination and creativity.
- [Message Taking Systems and Software](https://connectionsmagazine.com/article/message-taking-systems-and-software/) - Whatever your circumstances or the reason for considering upgrading or replacement, this Message Taking Systems and Software listing is the place to start.
- [Going Once! Going Twice! The Art of Selling Your Business](https://connectionsmagazine.com/article/selling-your-business/) - Envisioning the entire sales process before implementation will properly prepare you to avoid snares along the road, enabling efficient handling of them.
- [The Seven Deadly Sins of Management](https://connectionsmagazine.com/article/deadly-management-sins/) - List article contains the seven deadly sins of the management, and how to avoid them. Can you relate to any of these?
- [Making a Great Impression on the Phone](https://connectionsmagazine.com/article/making-a-great-impression-on-the-phone/) - So how do people feel when they call your call center? In the caller's mind, the nonverbal message is as important as or more important than the words.
- [Remote Agent Stations: Easing the Pain of Scheduling](https://connectionsmagazine.com/article/easing-the-pain-of-scheduling/) - There are several software solutions that can take care of shift scheduling. However, spurts and peaks in call traffic are often not predictable.
- [Power Quality Issues Cause Computer Problems](https://connectionsmagazine.com/article/power-quality-issues-cause-computer-problems/) - Around 80 to 90 percent of the time, electronic equipment is being affected by tiny surges as opposed to lightening flashes or blackouts.
- [The Virtualization of the Call Center](https://connectionsmagazine.com/article/call-center-virtualization/) - Virtualization does not only refer to staff and communication channels. It also encompasses access to caller information.
- [Customer Satisfaction Program Garners Award-Winning Results](https://connectionsmagazine.com/article/customer-satisfaction-program/) - Taction turned to the Omega Management Group Corp. to implement loyalty management strategy programs that increase customer and employee satisfaction.
- [Software as a Service Vendors](https://connectionsmagazine.com/article/software-as-a-service-vendors/) - Several vendors offer software on a subscription, or pay-as-you-go basis. This software is generally accessible via the Internet and goes by various names.
- [Let Your Next System Upgrade Be Your Last](https://connectionsmagazine.com/article/your-next-system-can-be-your-last/) - Taking advantage of SaaS offerings provides call centers with a variety of benefits and is an affordable alternative for call centers of any size.
- [Answering the Call](https://connectionsmagazine.com/article/answering-the-call/) - Now may be the right time for some call centers to get into consumer calling. In the past few years, some inbound centers have successfully begun outbound work.
- [Is a Hosted System in Your Future?](https://connectionsmagazine.com/article/hosted-system/) - When reviewing your requirements, and deciding whether a system purchase or hosted system is right for you, here are some items to consider.
- [Managing Around the Sun: Tips For The Virtual Manager](https://connectionsmagazine.com/article/virtual-management-tips/) - So you think managing is tough? Try doing it when your employees are located around the globe.
- [Headset Management in the Dispersed World](https://connectionsmagazine.com/article/headset-management-2/) - Managers can move towards actively managing a key piece of operational equipment (such as headsets) rather than constantly guessing about what might happen.
- [Shifting the Remote Agent Paradigm](https://connectionsmagazine.com/article/remote-agent-paradigm/) - Staffing a call center with virtual agents seems foreign to many within the telemessaging industry, but ironically, that's how the industry got started.
- [The Ripple Effect](https://connectionsmagazine.com/article/the-ripple-effect/) - I want to have a positive effect on those around me. I want my ripples to motivate, to encourage, and to inspire.
- [Managing Labor in a Virtual Call Center](https://connectionsmagazine.com/article/managing-labor-in-virtual-call-center/) - The challenges in managing a virtual workforce require some new techniques and creative uses of technology.
- [Building Rapport with Callers](https://connectionsmagazine.com/article/building-rapport-with-callers/) - To keep customers satisfied and loyal, it is crucial that an agent build rapport with every caller at the beginning of each call.
- [Designing Speech Applications: A Beginner's Guide](https://connectionsmagazine.com/article/beginner-guide-to-designing-speech-applications/) - The goal of any speech application is to allow your callers to accomplish their requests as easily as possible - and, to reduce operating costs.
- [Interview with ATSI Convention Chair, Marcy Hewlett](https://connectionsmagazine.com/article/interview-with-marcy-hewlett/) - Connections Magazine interviews ATSI Convention Chair, Marcy Hewlett, about upcoming Learning by Association (LBA) convention.
- [Let's Get Personal](https://connectionsmagazine.com/article/get-personal/) - This printer exemplified the adage to "under promise and over deliver"; their customer service was stellar.
- [First Call Resolution: the Call Center Measure that Matters Most!](https://connectionsmagazine.com/article/first-call-resolution-2/) - The implementation of Top 10 FCR Best Practices will transform an average FCR call center to a world class FCR call center.
- [It's Your Move](https://connectionsmagazine.com/article/chess-strategies-in-business/) - Chess requires an articulate strategy and reasoned approach, so does running a business and living a good life.
- [The Power of Speech Recognition](https://connectionsmagazine.com/article/power-of-speech-recognition/) - Speech Recognition is being used every day by thousands of people. This technology is being implemented everywhere. Why is it so popular now?
- [Self-Service Gets its Voice](https://connectionsmagazine.com/article/self-service-gets-its-voice/) - As call centers look to move from assisted service to advanced Web self-service, they need to re-visit voice applications, and provide multi-channel service.
- [New Metrics for the Contact Center](https://connectionsmagazine.com/article/new-contact-center-metrics/) - It is the callers' perception of service that is the metric truly driving customer satisfaction - and these metrics motivate people to perform at their best.
- [Call Center Developments](https://connectionsmagazine.com/article/call-center-developments/) - To compete in our evolving e-commerce world, customer-facing organizations must be deliberate in how they balance transactional efficiency and the human touch.
- [Do You Multitask?](https://connectionsmagazine.com/article/do-you-multitask/) - Multitasking: how often are you on the phone with a caller, text chatting with another, and coaching your co-worker all at the same time?
- [ASTAA 2005 Manager/Supervisor Conference](https://connectionsmagazine.com/article/2005-astaa-manager-supervisor-conference/) - Connections Magazine covers the Atlantic States Telephone Answering Association's (ASTAA) first manager/supervisor conference.
- [Don't Sabotage Your Call Center](https://connectionsmagazine.com/article/call-center-sabotage/) - Through our many Telephone Doctor surveys, we're able to bring to you the top five sabotage practices and then show you how to neutralize the effects.
- [Case Study: Electric Insurance Company](https://connectionsmagazine.com/article/electric-insurance-company-case-study/) - Electric Insurance Company (EIC) was looking for a software solution to create digital dashboards with views into performance data for call center operations.
- [Cheering for Your Team](https://connectionsmagazine.com/article/cheering-for-your-team/) - The enthusiasm of a crowd creates an energy and momentum that pushes the team forward. It works the same way in a call center.
- [Counting Chickens](https://connectionsmagazine.com/article/counting-chickens/) - This isn't a story about chickens; it's about people. It's not a commentary on greed or rant against capitalism, but rather a call for balance and pragmatism.
- [Gain a Competitive Edge](https://connectionsmagazine.com/article/gain-a-competitive-edge/) - Tight economy, reduced staff, and demanding callers: these days it's extra challenging to satisfy and keep clients.
- [PLAN for Disaster](https://connectionsmagazine.com/article/plan-for-disaster/) - In a tornado, tsunami, or terrorist attack, you can use these steps to make your disaster plan and ensure the safety of your family and your business.
- [Real-Time, Actionable Intelligence](https://connectionsmagazine.com/article/real-time-actionable-intelligence/) - An increasing number of companies have relied on online surveys and Web analytics to keep the finger on the pulse of customer behavior.
- [Avoid Successful Lawsuits by Non-Performing Employees](https://connectionsmagazine.com/article/avoid-successful-lawsuits/) - Objective standards, communicat­ed clearly and consistently to employees, are critical. Clear standards have these attributes.
- [Keys to a Positive Attitude](https://connectionsmagazine.com/article/keys-to-a-positive-attitude/) - Why do some people have such a great attitude and others a negative one? Through our research we found 7 keys that those with a positive mental attitude share.
- [Call Control through Call Scripting](https://connectionsmagazine.com/article/call-control-through-call-scripting/) - Pre-planning a call via scripting will not negate the need for agent training, monitoring, and evaluation, but it will make those efforts more effective.
- [Customer Service is a Strategy, Not a Slogan](https://connectionsmagazine.com/article/customer-service-is-a-strategy/) - I suspect that the phrase "customer service" is found somewhere in your mission or vision statement and oft orated by upper management.
- ["Learning by Association" Benefits Everyone](https://connectionsmagazine.com/article/learning-by-association/) - The ATSI list serve has facilitated communication every day, instantly sharing ideas, offering solutions to problems, and asking for assistance.
- [Simplify Negotiations with Effective Communication](https://connectionsmagazine.com/article/simplify-negotiations-with-communication/) - Whether you are selling call center services or widgets, to negotiate effectively you must be able to communicate effectively.
- [What is Telephone Nurse Triage?](https://connectionsmagazine.com/article/what-is-telephone-nurse-triage/) - Telephone triage is more than answering health questions. Telephone triage nurses must be able to assess a client's health concerns without visual inspection.
- [2005 ATSI Call Center Award of Distinction Winners](https://connectionsmagazine.com/article/2005-atsi-award-of-distinction-winners/) - The Call Center Award of Distinction program focuses on CRM, courtesy, etiquette, and proper call techniques of the call center agents handling the application.
- [Agent Burnout: Stress Signals and Solutions](https://connectionsmagazine.com/article/agent-burnout-solutions/) - While stress is an expected part of life, stress producers are compounded in contact centers where agent burn out and attrition are among the issues to manage.
- [ATSI Award of Excellence Winners 2005](https://connectionsmagazine.com/article/2005-atsi-award-of-excellence-winners/) - This ATSI program measures over 400 data points. Call centers achieving an score of at least 80% are bestowed with the "ATSI Award of Excellence."
- [Develop Your Employees Through Questions, Not Answers](https://connectionsmagazine.com/article/develop-your-employees/) - Many managers make the mistake of providing their employees with answers to all their questions? These managers haven't been trained as coaches.
- [Email Delivery of Voicemail](https://connectionsmagazine.com/article/email-delivery-of-voicemail/) - User's voicemail and their other email are all accessed through the same interface and their email and voicemail are said to be "unified."
- ["If You Know Your Party's Extension…"](https://connectionsmagazine.com/article/hating-the-automated-attendant/) - Why on earth do companies put a dull, monotone, robotic message on their automated attendant?
- [Managing Client On-Call Schedules](https://connectionsmagazine.com/article/managing-client-on-call-schedules/) - Here is a list of key vendors who specialize in on-call scheduling software for teleservice agencies and outsourcing call centers
- [Maximize Every Sales Opportunity](https://connectionsmagazine.com/article/maximize-every-sales-opportunity/) - Everyone in sales talks about the prospect's best interests, but few salespeople actually act on them.
- [Overcome the Myths of Negotiation for a Positive Selling Experience](https://connectionsmagazine.com/article/overcome-the-myths-of-negotiation/) - Wouldn't it be great if every client agreed to all the terms of a sale, no questions asked and no negotiation required?
- [The Power of Voicemail](https://connectionsmagazine.com/article/the-power-of-voicemail/) - The biggest area of application, and the most wide-ranging, is the myriad of ways in which voicemail systems are used to serve callers.
- [Put the Customer Back into Customer Service](https://connectionsmagazine.com/article/customer-back-into-customer-service/) - If cell phone companies can't get a handle on decreasing their churn rates, I can help. All they need to do is to put the customer back into customer service.
- [Some Unsolicited Faxing Allowed Under New Junk Fax Law](https://connectionsmagazine.com/article/new-junk-fax-law/) - The Junk Fax Prevention Act of 2005 was signed into law on July 9, 2005. Some features that will please businesses and some that consumer advocates will like.
- [Call Recording and Quality Monitoring](https://connectionsmagazine.com/article/call-recording-and-quality-monitoring/) - Call recording systems can provide virtually any type of recording you may need, although not all systems can provide all types.
- [Call Recording / Voice Logging Software](https://connectionsmagazine.com/article/call-recording-voice-logging-software/) - Before implementing any recording system, check with an attorney familiar with such laws for your state.
- [The Myth of Self-Service](https://connectionsmagazine.com/article/the-myth-of-self-service/) - The idea of self-service has existed in many industries for years, including self-serve gas pumps, self-check groceries, online airline tickets, and banking.
- [Making the Most of Music-On-Hold](https://connectionsmagazine.com/article/making-the-most-of-music-on-hold/) - Music and messages-on-hold, collectively referred to as MOH, minimizes hang-ups and call-backs that cost telemessaging firms and clients money.
- [The Secret to Hiring Top Agents](https://connectionsmagazine.com/article/secret-to-hiring-top-agents/) - Here are seven best practice steps you can take to recruit more top performing call center agents.
- [Selecting and Mentoring Call Center Supervisors](https://connectionsmagazine.com/article/mentoring-call-center-supervisors/) - For call center executives, managing a scalable operation can be daunting. What types of technology should be purchased?
- [Simplifying Data Storage Using a Backup Appliance](https://connectionsmagazine.com/article/simplify-data-storage/) - A backup appliance can allow call centers to retrieve both their backup and archived information within minutes.
- [Tips For More Effective Email Communication](https://connectionsmagazine.com/article/effective-email-communication/) - This article contains eight tips that will make your email communications more effective.
- [Appointment Setting and Event Registration Software](https://connectionsmagazine.com/article/appointment-setting-software/) - Most scheduling and registration software also includes a means for confirmation, follow-up, and reminder activities.
- [Evaluating Staffing Tradeoffs](https://connectionsmagazine.com/article/evaluating-staffing-tradeoffs/) - This article takes a closer look at staffing requirements and the many factors that influence the staffing levels in your call center.
- [Phone Phishing: Are your Agents Too Helpful?](https://connectionsmagazine.com/article/phone-phishing/) - One of the most accessible methods of gaining access to personal data is the simple process of picking up the phone and calling a customer service call center.
- [Show Your Value to Build Client Base](https://connectionsmagazine.com/article/show-your-value-to-build-client-base/) - In order to market your call center successfully, your current and prospective clients must understand the unique value that you add to their businesses.
- [Strategies to Negotiate Any Sale](https://connectionsmagazine.com/article/strategies-to-negotiate-any-sale/) - Without a solid strategy in place, you are likely to succumb to ineffective negotiation tactics and lose sales. Use these strategies to negotiate effectively.
- [Successful Call Center Utilization](https://connectionsmagazine.com/article/successful-call-center-utilization/) - Call centers are the proven tool in preserving and growing sales, as well as providing an essential pipeline of market intelligence.
- [Workforce Optimization for Small Call Centers](https://connectionsmagazine.com/article/work-force-optimization/) - Until recently, workforce optimization was very much the province of mid-sized and large contact centers.
- [What's Your Service Mentality IQ?](https://connectionsmagazine.com/article/service-mentality-iq/) - So, let's learn the seven customer service mentalities that will raise the bar for you and your company.
- [The Write Stuff](https://connectionsmagazine.com/article/writing-a-press-release/) - Whether you are seeking publicity as a call center, business, or vendor, understanding how the system works is the first step towards a successful placement.
- [Are You Guilty?](https://connectionsmagazine.com/article/guilty-of-bad-customer-service/) - Bad customer service can translate into lost business and upset callers. Based on our surveys, we've compiled the top customer service no-nos.
- [Case Study: SAP Making Change to VoIP](https://connectionsmagazine.com/article/sap-making-change-to-voip-case-study/) - SAP AG aims to migrate its global TDM voice communications to an IP-based (Internet Protocol based) platform in a practical, stepwise manner.
- [Delivering Disaster Response](https://connectionsmagazine.com/article/delivering-disaster-response/) - AnswerNet used their disaster response program in 2004 when Hurricanes Frances, Ivan, and Jeanne forced use of contact centers in Melbourne, Miami, and Orlando.
- [Finding a Clear Voice in IVR](https://connectionsmagazine.com/article/finding-a-clear-voice-in-ivr/) - To handle the rapidly growing volumes of customer interactions, many call centers turn to automation, the dreaded interactive voice response system, or IVR.
- [Hearing is Believing](https://connectionsmagazine.com/article/hearing-is-believing/) - The implementation of "Julie," the voice of Amtrak, quickly made a huge difference in both caller satisfaction and Amtrak profitability. Here's how it happened.
- [The Reality of Faxing](https://connectionsmagazine.com/article/reality-of-faxing/) - You may not realize that there are efforts to stem the tide of unwanted messages through your fax machine.
- [Speech Recognition Comes of Age](https://connectionsmagazine.com/article/speech-recognition-comes-of-age/) - You owe it to your customers and to your bottom line to look at deploying speech recognition.
- [Speech Recognition Software](https://connectionsmagazine.com/article/speech-recognition-software/) - For years computer users dreamed of the day when they could communicate using normal speech, something that wasn't possible until speech recognition software.
- [VoIP: Are the Networks Ready for Prime Time?](https://connectionsmagazine.com/article/are-networks-ready-for-voip/) - Successfully deploying VoIP requires a deeper understanding of delivering application priority and jitter control over your company's network infrastructure.
- [VoIP and the Mobile Professional](https://connectionsmagazine.com/article/voip-and-the-mobile-professional/) - Can I provide enhanced service for my mobile professional clients to access their messages and return calls w/o long distance phone charges? The answer is yes.
- [VoIP and the Offshore Industry](https://connectionsmagazine.com/article/voip-and-the-offshore-industry/) - If you lift the veil of hype surrounding VoIP, it's clear to see that there are popular misconceptions surrounding VoIP.
- [A Word is a Powerful Thing](https://connectionsmagazine.com/article/a-word-is-a-powerful-thing/) - Once a word becomes politicized, as outsourcing was in the 2004 US presidential campaign, all reasonable thinking stops and logic becomes illogical.
- [Are You Ready for Outsourcing?](https://connectionsmagazine.com/article/ready-for-outsourcing/) - Once you've taken all factors into account, you may decide to engage an outsourcer. If so, keep some simple dos and don'ts in mind.
- [The Art of Delegation](https://connectionsmagazine.com/article/art-of-delegation/) - Delegation is well worth the extra effort to do it right. A five step procedure paves the way to successful delegation.
- [Case Study: On Net Communications Outsourcer Ditches Spreadsheets for Workforce Management Software](https://connectionsmagazine.com/article/workforce-management-software-3/) - As an outsourcer, On Net Communications recognized the need for a program to help plan and monitor numerous campaigns at the same time.
- ["Have a Nice Day"](https://connectionsmagazine.com/article/have-a-nice-day/) - Hearing a genuine "Have a nice day," can be a good thing to hear - "genuine" being the key word.
- [Home-Based Agents:  An Alternative to Offshore Outsourcing](https://connectionsmagazine.com/article/home-based-agents/) - Contracting an offshore outsourcer to serve valued customers is not an option for every business, so many companies are turning to "virtual agents."
- [Legislators Weigh In on In-Bound](https://connectionsmagazine.com/article/legislators-weigh-in-on-inbound/) - No industry has been more regulated over the past five years than outbound teleservices.
- [Outsourcing Fundamentals](https://connectionsmagazine.com/article/outsourcing-fundamentals/) - According to market research firm Meta Group, offshore outsourcing is expected to grow nearly 20 percent a year through 2008.
- [PIN Meeting in Las Vegas](https://connectionsmagazine.com/article/2005-pin-meeting-in-las-vegas/) - Professional Teledata users gathered at the Rio All-Suites Hotel & Casino in Las Vegas on March 14-16 for the annual meeting of the PIN user group.
- [Third-Party Call Monitoring](https://connectionsmagazine.com/article/third-party-call-monitoring/) - A company's interaction with their customers should be at the forefront as it helps shape the opinions and future purchasing decisions of customers.
- [To Outsource or Not to Outsource](https://connectionsmagazine.com/article/to-outsource-or-not/) - When making the decision to outsource or keep contact center operations in-house, you must take a realistic look at your organization, and where it's headed.
- [A Closer Look at St. Louis](https://connectionsmagazine.com/article/a-closer-look-at-st-louis/) - ATSI's host city, St. Louis, is a fun, historic city with more to do than one week can hold.
- [Energetic Sales Presentations](https://connectionsmagazine.com/article/energetic-sales-presentations/) - Emulate Joe DiMaggio; treat each and every presentation as if no one in your audience has ever seen you present before.
- [Hosted Services](https://connectionsmagazine.com/article/hosted-services/) - Using a hosted service is essentially renting software and accessing it over the Internet.
- [Marketing on a Shoestring](https://connectionsmagazine.com/article/marketing-on-a-shoestring/) - When starting a business, marketing/advertising is not an area to skimp on, since there is only one chance to make a first impression.
- [Motivate Your Agents without Breaking the Bank](https://connectionsmagazine.com/article/motivate-your-agents/) - A challenge for call center managers is keeping morale up. Agents' morale has the potential to make a significant impact on the call center's profitability.
- [Perfection](https://connectionsmagazine.com/article/perfection/) - I consider myself to be an informed perfectionist, more to the point I am a recovering perfectionist.
- [That's Just Rude!](https://connectionsmagazine.com/article/rudeness-in-society/) - We've all been on the receiving end of rude behavior. Sometimes, we may even be guilty of it ourselves. So what exactly constitutes rude behavior?
- [What's the Deal with VoIP?](https://connectionsmagazine.com/article/the-deal-with-voip/) - One of the most promising communication tools in the marketplace today is Voice over Internet Protocol (VoIP).
- [A Historical Perspective on Telemessaging](https://connectionsmagazine.com/article/historical-perspective-on-telemessaging/) - The essence of a telemessaging system is the tight relationship between the caller, the data obtained from the caller, and the delivery of that data quickly.
- [Broker Facilitates Strong Call-Center-Client Partnerships](https://connectionsmagazine.com/article/broker-facilitates-strong-partnerships/) - A third party ensures that both companies get what they need out of the relationship. Call centers know that the objectivity is there and that is reassuring
- [The Four Cs of Coaching](https://connectionsmagazine.com/article/four-steps-of-coaching/) - Let's have a look at the role of a manager/coach and how it integrates with employee development.
- [Headset Management:  An Oft Untapped Savings Source](https://connectionsmagazine.com/article/headset-management/) - This headset study focused specifically on the following issues: headset accountability, selection, purchase, budget, training for agents, and theft deterrence.
- [Headset Review](https://connectionsmagazine.com/article/headset-review/) - Today, nearly all call centers require agents to use headsets. When selecting a headset there are several items to consider.
- [How to be Successful in the New DNC Environment](https://connectionsmagazine.com/article/succeed-in-the-new-dnc-environment/) - Can organizations that rely on telemarketing play within the rules and achieve success? If so, how?
- [Learning from History](https://connectionsmagazine.com/article/learning-from-history/) - While success stories are exciting and inspirational, it is the failures and missteps that are more enlightening and educational.
- [Remote Workers Are Not Remotely the Same](https://connectionsmagazine.com/article/remote-workers-are-not-all-the-same/) - Working remotely is not the same as working in a group. Some understanding of personality and individual differences is also important.
- [Small Call Centers Want VoIP, But Is It Ready?](https://connectionsmagazine.com/article/small-call-centers-and-voip/) - From Vonage to AT&T, everyone is marketing VoIP (Voice over Internet Protocol) services, but does this mean it is ready for the small business customer?
- [Tips to Get More for Your Telecom Dollar](https://connectionsmagazine.com/article/get-more-for-your-telecom-dollar/) - Here are some ideas on how to get the most from your telecom carrier without breaking the bank or sacrificing quality.
- [VoIP Predictions for 2005](https://connectionsmagazine.com/article/voip-predictions-for-2005/) - VoIP pioneer Jeff Pulver has announced a number of predictions for what will happen to the VoIP industry in the year ahead.
- [Are You Compliant with the Telephone Sales Rule?](https://connectionsmagazine.com/article/telephone-sales-rule/) - Now that 2004 is behind us, we have been living with the revised TSR (Telephone Sales Rule) for more than a year. Has compliance affected your business?
- [Four Obstacles to Closing a Sale](https://connectionsmagazine.com/article/obstacles-to-closing-a-sale/) - There are several reasons why the end game of selling is stressful and difficult.
- [GLTSA 2004 Conference Recap](https://connectionsmagazine.com/article/2004-gltsa-conference-recap/) - Recap of the 2004 Great Lakes Telemessaging Services Association (GLTSA) convention held in Indianapolis, IN on September 27 and 28.
- [I Predict…](https://connectionsmagazine.com/article/predictions/) - I eventually came to realize that the vast majority of reporters merely want to get enough useful information to complete their piece.
- [IVR Loops - Are Callers Getting Stuck?](https://connectionsmagazine.com/article/callers-stuck-in-ivr-loops/) - In summary, a well-designed IVR or speech recognition system is a benefit to callers, clients, and the call center.
- [Interactive Voice Response (IVR) Vendors](https://connectionsmagazine.com/article/ivr-suppliers/) - IVR is a call center automation technology that off-loads routine calls and basic communication from live agents, freeing them to focus on more involved calls.
- [Keeping Your Cool When the Caller Gets Hot](https://connectionsmagazine.com/article/keep-cool-when-caller-gets-hot/) - So what can you do to keep your cool and resolve the issue when the customer or coworker is being hostile? Follow these five steps to sooth the situation.
- [Limiting Legal Exposure for Workplace Harassment](https://connectionsmagazine.com/article/limiting-legal-exposure-for-harassment/) - It is critical that management knows the ins and outs of proper harassment training.
- [A Plan for the Future](https://connectionsmagazine.com/article/a-plan-for-the-future/) - Planning is what is needed to excel in the next few years. Our first vehicle, or tool, is information. Not messages or orders, but true information.
- [Safe Haven: A Disaster-Planning Case Study](https://connectionsmagazine.com/article/disaster-planning-case-study/) - A good disaster plan does more than provide peace of mind. It can help you retain business in the face of a crisis - and even serve as a marketing advantage.
- [Survey Channel Slamming](https://connectionsmagazine.com/article/survey-channel-slamming/) - Common Sense should determine the method of measurement for each channel. Use multi-channel methodologies when surveying your clients and their callers.
- [Take the Telephone Doctor Quiz](https://connectionsmagazine.com/article/telephone-doctor-quiz/) - Customer service is not rocket science and most of it is common sense. Have fun taking this simple quiz on customer service, and good luck!
- [A Different Perspective on Health Insurance](https://connectionsmagazine.com/article/health-insurance-perspective/) - We have a right to health care? No, health care is not a right, but asserting that it is serves as an effective rallying cry for those who feel under-insured.
- [Health Savings Accounts](https://connectionsmagazine.com/article/health-savings-accounts/) - The benefits of health savings accounts can be put into four major categories: affordability, tax advantages, portability, and availability.
- [How HSAs Work](https://connectionsmagazine.com/article/how-hsa-works/) - Medical/Health Savings Accounts (HSAs) are savings accounts devoted to covering medical expenses.
- [How to Control Call Center Stress](https://connectionsmagazine.com/article/control-call-center-stress/) - Combat leaders watch for stress symptoms and take action. Specifically, front line leaders are taught to help overstressed soldiers in six ways.
- [Pre-Employment Assessments: Doing it Right](https://connectionsmagazine.com/article/pre-employment-assessments/) - Getting the right people on the bus and in the right seats is the goal of every hiring deci­sion. The question becomes, how is this best accomplished?
- [Protecting Your Data, Protecting Your Business](https://connectionsmagazine.com/article/protecting-your-data/) - We look at corporate data protection and continuity planning and explain why they are crucial components of an enterprise's overall disaster recovery strategy.
- [Sealing the Deal Over the Business Meal](https://connectionsmagazine.com/article/sealing-the-deal-over-business-meal/) - Taking clients to breakfast, lunch, or dinner has long been an effective way to build relationships, make the sale, or seal the deal.
- [2004 ASTAA Convention](https://connectionsmagazine.com/article/astaa-convention/) - Atlantic States Telephone Answering Association (ASTAA) held its 2004 Convention amid the Allegheny Mountains in Altoona, PA in October.
- [The 2004 CAM-X Convention](https://connectionsmagazine.com/article/2004-camx-convention/) - The Canadian Call Management Association (CAM-X) celebrated its 40th anniversary at its Annual Meeting and Trade Show in Niagara Falls from October 20-23.
- [2004 CAM-X Announces Award Recipients](https://connectionsmagazine.com/article/cam-x-award-recipients/) - At their annual conference, October 20 to 23, CAM-X announced the 2004 recipients of the CAM-X Call Centre Award of Distinction and Award of Excellence.
- [Automating Workforce Management:  Acquisition and Implementation](https://connectionsmagazine.com/article/automating-workforce-management/) - Much information is needed to determine staffing schedules that best match the workforce to the contact workload.
- [Book Review:  Business School Essentials for Call Center Leader](https://connectionsmagazine.com/article/essentials-for-call-center-leader/) - Review of Maggie Klenke book, "Business School Essentials for Call Center Leaders, 1st edition" from The Call Center School Press, 2004.
- [Building Entrepreneurial Enterprises:  Lessons from AT&T and Enron](https://connectionsmagazine.com/article/building-entrepreneurial-enterprises/) - When studied from the right perspective, some real lessons can be gained from looking into the failures of AT&T and Enron.
- [Effective Questioning Skills](https://connectionsmagazine.com/article/effective-questioning-skills/) - Effective questioning is a real compliment to your skills. It shows that you have the ability to understand the caller's real needs.
- [Emerging Trends in the Teleservices Industry](https://connectionsmagazine.com/article/emerging-trends-in-teleservice-industry/) - Teleservices have the potential to be both a positive and significant tool for social and economic development worldwide.
- [Are You In or Out?](https://connectionsmagazine.com/article/are-you-in-or-out/) - Those who operate call centers, classify their activity in two ways: inbound traffic or outbound traffic and in-house or outsource operation.
- [Multisite Operations: A Competitive Advantage](https://connectionsmagazine.com/article/multisite-operations/) - By considering the workforce management evaluation criteria, contact centers can coordinate the efforts of even the most complicated multisite configurations.
- [Unified Messaging](https://connectionsmagazine.com/article/unified-messaging-2/) - Unified messaging refers to products intended to help people better manage all their messages, be it voice, text, or fax.
- [Workforce Management in an IP World](https://connectionsmagazine.com/article/workforce-management-in-an-ip-world/) - Using workforce management services, contact centers can meet the new operational challenges generated by IP telephony's related trends.
- [Workforce Management Software](https://connectionsmagazine.com/article/workforce-management-software-2/) - For the inbound call center, projecting call traffic and scheduling the optimum staff is often a challenging assignment. Workforce management software helps.
- [Answering the Call for Hurricane Charley](https://connectionsmagazine.com/article/hurricane-charley-and-a-call-center/) - Aggie Allbright wasn't thinking of a hurricane when she opened her answering service in 1979, but Hurricane Charley may have given them their finest moments.
- [Battling Agent Burnout](https://connectionsmagazine.com/article/battling-agent-burnout/) - Many progressive managers have implemented a variety of practices to help keep agents enthusiastic and committed to the customer contact cause.
- [Case Study: Workforce Optimization Increases Profitability by 20 Percent](https://connectionsmagazine.com/article/workforce-optimization-case-study/) - In the past when the company estimated labor costs, it would take several weeks before management could determine if the right decision had been made.
- [Community Involvement - Community Recognition:  A Winning Combination](https://connectionsmagazine.com/article/community-involvement-and-recognition/) - I was questioned about the communication skills (or lack thereof) of young people who applied for jobs at our company.
- [Beam Me Up Scotty](https://connectionsmagazine.com/article/beam-me-up-scotty/) - What lessons could I learn from Star Trek Captains Kirk, Picard, Sisko, Janeway, and Archer?
- [Escalated but Satisfied](https://connectionsmagazine.com/article/escalated-but-satisfied/) - All contact centers have escalated calls. Your strategy to handle escalated calls is an extremely important part of your customer service delivery plan.
- [Interview with ATSI President Gary Tedrick](https://connectionsmagazine.com/article/interview-with-atsi-president-gary-tedrick/) - As Gary Tedrick begins his term as ATSI president, here is what he had to share about the association and the industry.
- [My eLearning Memoirs](https://connectionsmagazine.com/article/my-elearning-memoirs/) - I hope you'll be fascinated by this fictional look at a how an agent, maybe one in your organization, would relate to the eLearning experience.
- [People Are Like Icebergs - Don't Be The Titanic!](https://connectionsmagazine.com/article/people-are-like-icebergs/) - Have you ever hired someone who just didn't work out the way you expected?
- [Smile, It May Be the Boss Calling](https://connectionsmagazine.com/article/smile-it-may-be-the-boss-calling/) - You can really hear a smile, and your caller can hear the lack of a smile as well.
- [TTY/TDD Service](https://connectionsmagazine.com/article/tty-as-tdd-service/) - The TTY/TDD allows users to communicate by text messages that each party alternately sends via a keyboard, similar to today's text-chat.
- [QCS Now Qualified for Government Call Center Contracts](https://connectionsmagazine.com/news/qcs-now-qualified-for-government-call-center-contracts/) - Quality Contact Solutions (QCS) registered as a Federal Contractor, both as a certified woman owned and as a small business enterprise.
- [PACE Association Announces Hiring of CEO](https://connectionsmagazine.com/news/pace-association-announces-hiring-of-ceo/) - The Professional Association for Customer Engagement (PACE), formerly the ATA, is setting the PACE once again.
- [Vendor Profile: Szeto Technologies](https://connectionsmagazine.com/article/szeto-technologies-2/) - Szeto Technologies is a manufacturer specializing in developing equipment for telephone switching and voice and data communication.
- [Choices and Consequences](https://connectionsmagazine.com/article/choices-and-consequences/) - Events in our lives seldom just happen to us, regardless of what we tell ourselves or our friends. Somewhere along the way, we made a decision that caused...
- [OnviSource Rolls Out ia.Enterprise](https://connectionsmagazine.com/news/onvisource-rolls-out-ia-enterprise/) - OnviSource announced ia.Enterprise, a new generation of customer experience management (CXM) and business process automation (BPA) integrated solutions.
- [PACE Adds Puerto Rico to the USA DNC Regulatory Guide](https://connectionsmagazine.com/news/puerto-rico-to-the-usa-dnc-regulatory-guide/) - The Professional Association for Customer Engagement (PACE) added Puerto Rico to the PACE USA DNC Regulatory Guide. Touted as a valued industry resource, the PACERegulatoryGuide.com series has been available for over ten years. It covers Federal (both FTC and FCC) and state specific telemarketing and TCPA regulations. The new Puerto Rico section includes a summary
- [Call Center Sales Pro Taps Chris Calhoun as VP of Operations](https://connectionsmagazine.com/news/chris-calhoun-as-vp-of-operations/) - Chris Calhoun has joined Call Center Sales Pro to fill the newly created position of vice president of operations. Calhoun’s primary focus is on optimizing the existing infrastructure of the company to maximize the effectiveness of the staff so that they can serve their clients even better. “I’m thrilled to have Chris join the Call
- [Call 4 Health Call Center Opens Third Facility](https://connectionsmagazine.com/news/call-4-health-opens-third-facility/) - Call 4 Health, a leading medical call center and nurse triage service, opened a third location and will expand its operations with a new facility in Spring Hill, TN. The company, headquartered in Delray Beach, FL, also operates a call center in Linthicum Heights, MD. “The demand for call center services in the medical industry
- [ATSI Awards Gold Call Center Re-Certification to ASCO](https://connectionsmagazine.com/news/atsi-awards-gold-call-center-re-certification-asco/) - The Association of Teleservices International (ATSI) announced that ASCO, dba Answer Quick, again received the Gold 24/7 Call Center Certification Award and has done so continuously since the program’s inception in 2001. Beth Cooper, president of Answer Quick a division of ASCO, Inc, is a pioneer and founding member of the committee and continuing advocate
- [Szeto Technology Hires Ron Violante as Sales Rep](https://connectionsmagazine.com/news/szeto-technology-hires-ron-violante-sales-rep/) - Szeto Technologies is pleased to welcome Ron Violante to its team. Ron has over thirty years’ experience in the call center industry as a sales representative. He is familiar with the requirements that are needed in this industry. He is already well known within the community with his knowledge and involvement in the answering service
- [Pete Glihooly Joins Call Center Sales Pro as Director of Hospital Call Center](https://connectionsmagazine.com/news/pete-glihooly-joins-call-center-sales-pro/) - Telecom leader brings 15 years’ healthcare experience to Call Center Sales Pro Call Center Sales Pro hired Pete Gilhooly as director of hospital call centers. In this new position he’ll finetune and rollout the organization’s operational model for hospital call centers. His first day in this new assignment was December 18, 2017. Janet Livingston, founder
- [Can’t We All Just Get Along?](https://connectionsmagazine.com/article/cant-we-just-get-along/) - By Sherry Gouel Hiring the right person for a job is one of the most difficult tasks business owners face. There are so many factors to consider: experience, reliability, work ethic, honesty, professionalism, and the list goes on. Adding the wrong person to your team can be detrimental to the daily work environment, but it’s
- [PACE Win Brings Sensibility to the TCPA](https://connectionsmagazine.com/news/pace-win-brings-sensibility-to-the-tcpa/) - The Professional Association for Customer Engagement (PACE) won a decisive victory for sensible regulation of the teleservices industry. In a unanimous decision, the U.S. Court of Appeals for the D.C. Circuit vacated the Federal Communications Commission’s arbitrary and capricious definition of an automated telephone dialing system and creation of a one-call safe harbor for calls
- [Be Careful What You Say](https://connectionsmagazine.com/article/be-careful-what-you-say/) - People judge the company we represent on every single phone call By Peter Lyle DeHaan, PhD I once had a call center agent work for me who had a compulsion to offer commentary at the end of every call. Her comments ranged from snarky to crass. Occasionally she voiced her opinion a bit too quickly,
- [Mitigating Medical Call Center Risk](https://connectionsmagazine.com/article/medical-call-center-risk/) - By Traci Haynes Does the word risk evoke an emotional connotation? Regardless of the inference and based on life experience, the word can carry an emotive element. There are uncertainties in risk, which may be associated with hobbies, tasks, or employment. Calculated risk is an action taken after careful consideration and estimation of the probable
- [Preparing Your Contact Center for a Pandemic](https://connectionsmagazine.com/article/contact-center-for-pandemic/) - By Donna Fluss As the coronavirus pandemic fills the news headlines, contact centers are striving to continue to deliver service to their customers. Many companies have disaster recovery (DR) and business continuity (BC) plans to address the ability to operate if a disaster—such as a hurricane, earthquake, or fire—were to occur. Some companies may even
- [A Concise Guide for Outsourcing Success, Part Four](https://connectionsmagazine.com/article/manage-your-outsourcing-venture/) - By Kathy Sisk Once you select the agency you feel most confident in and the contract is signed, the real challenge begins; you must manage the venture. This includes preparing to transition calls to them and overseeing ongoing performance. The following three practices will help you effectively manage your outsourcing venture: 1. Take Control from
- [Customer Service Book Published](https://connectionsmagazine.com/news/customer-service-book/) - Peter Lyle DeHaan Releases Sticky Customer Service Peter Lyle DeHaan released his newest book, Sticky Customer Service: Stop Churning Customers and Start Growing Your Business, on June 17. “Customer service isn’t a once-and-done effort,” DeHaan says. “It takes ongoing work to truly meet your customers’ expectations.” In Sticky Customer Service, unearth practical, action-oriented insights to
- [Communication Servers](https://connectionsmagazine.com/article/communication-servers/) - Call centers gather information from each caller. This information is generally entered into a computer and saved in a database. Then what happens?
- [DNC Compliance: It's Not an Easy Thing](https://connectionsmagazine.com/article/dnc-compliance-is-not-easy/) - The DMA designed a flow chart "Making a Sale" based on revised Telemarketing Sales Rule. A federal regulator commented that the document was "too complicated!"
- [My Response to Spam](https://connectionsmagazine.com/article/my-response-to-spam/) - Unless you happen to be one of those who delight in propagating spam messages, I am confident that you concur with me that spam is a problem.
- [Service Industry Now Top Seller](https://connectionsmagazine.com/article/service-industry-now-top-seller/) - Call center sellers received a higher sales price than they had in recent years and call center owners look at the possible sale of their business.
- [Support Center Site Certification: Is it for you?](https://connectionsmagazine.com/article/support-center-site-certification/) - In this article, we'll look at the benefits of certification along with things to look for when selecting a certification program for your support center
- [Voice Loggers: From Then to Now](https://connectionsmagazine.com/article/voice-loggers-history/) - Storage media has gone from bulky reel-to-reel tapes (good for just a day, not to mention expensive), to DDS-3, DDS-4, AIT, and DVD.
- [Voice Mail Has Come a Long Way](https://connectionsmagazine.com/article/voice-mail-has-come-a-long-way/) - Voice mail systems have come a long way during their 25-year history.
- [Watch That Tone Of Voice](https://connectionsmagazine.com/article/watch-that-tone-of-voice/) - Your Mom was right. It's not what you say, but how you say it.
- [Can PayPal Be Your Pal?](https://connectionsmagazine.com/article/can-paypal-be-your-pal/) - Despite all the benefits and flexibility of PayPal, there are also some concerns and possible risks.
- [Vendor Profile on TAS Marketing](https://connectionsmagazine.com/article/tas-marketing/) - When you think of TAS Marketing, the thought comes to mind of a husband-and-wife team, Steve and Christine Michaels, who have been serving this industry since 1979. Known then as TAS Consultants, they sold all types of ancillary equipment such as the ACI remote printer, TAStrix, the AVI training system, and a DC-7 billing system.
- [The Changing Face of Workforce Management](https://connectionsmagazine.com/article/changing-face-of-workforce-management/) - Forward-looking leaders will make a priority of building well-trained and well-equipped workforce management teams.
- [Communicating with Seniors](https://connectionsmagazine.com/article/communicating-with-seniors/) - Delivering and receiving critical information by telephone is an especially challenging proposition when an elderly caller is on the other end of the line.
- [Call Center Shrinkage](https://connectionsmagazine.com/article/call-center-shrinkage/) - Shrinkage in a call center, therefore, is agents who are "on the clock" but who aren't processing calls.
- [Hospital Answering Services Could Be Risky](https://connectionsmagazine.com/article/risky-hospital-answering-services/) - Hospitals that provide answering services to physicians at below fair market value (FMV) may risk violating federal or state law - with serious consequences.
- [Interview with Dr. Jon Anton](https://connectionsmagazine.com/article/interview-with-dr-jon-anton/) - Interview with Dr. Jon Anton, who has assisted over 400 companies in improving their customer service strategy.
- [Improving Listening Skills](https://connectionsmagazine.com/article/improving-listening-skills/) - While it's easy to hear what the client or prospect says, great service begins with great listening skills. Here are our six steps to become a better listener.
- [Make Retention Your Supervisor's Job!](https://connectionsmagazine.com/article/retention-is-job-of-your-supervisor/) - One of the most difficult challenges faced by call center management today is how to retain qualified workers.
- [Scripted Call Processing Software](https://connectionsmagazine.com/article/scripted-call-processing-software/) - Setting up an account using scripted call processing is more complex and time-consuming, but the extra effort is quickly justified with faster agent training.
- [Training and ROI](https://connectionsmagazine.com/article/training-and-roi/) - The bottom line is to invest in your agents. Give them the training, the tools, and the authority to get their job done right the first time.
- [VoIP Case Study:  An Untapped Resource for Businesses](https://connectionsmagazine.com/article/voip-case-study/) - While VoIP is the latest buzz technology (this week at least!), what most people don't know is that it has been used in the business world for quite a while.
- [PeopleSoft Case Study: The Quest for Process Consistency](https://connectionsmagazine.com/article/peoplesoft-case-study/) - When we make one customer happier, or one support analyst more productive, we see our SCP certification investment returned many times over.
- [It's Not My Fault](https://connectionsmagazine.com/article/it-is-not-my-fault/) - The teleservices company should review its insurance coverages periodically, especially where new or different services are being added or assumed.
- [It's Time for a Monitoring Makeover](https://connectionsmagazine.com/article/monitoring-makeover/) - Helping your CSRs better satisfy callers is the ultimate goal of monitoring and the lifeline of your company's future success.
- [LCR and Disaster Recovery for Toll Free Numbers](https://connectionsmagazine.com/article/lcr-for-toll-free-numbers/) - Least cost routing and disaster recovery has been understood and applied to outgoing calls for years.
- [Maximizing your Business:  Business Improvement Groups](https://connectionsmagazine.com/article/business-improvement-groups/) - Business improvement groups can produce a wealth of valuable information, likely unavailable from any other source or at any cost.
- [The Modern Voice Logger](https://connectionsmagazine.com/article/modern-voice-logger/) - In today's litigious and quality conscious society a voice logger is a must-have hi-tech tool.
- [The Nanosecond World of Instant Messaging A How-to Guide on Using Instant Messaging at Work](https://connectionsmagazine.com/article/nanosecond-world-of-instant-messaging/) - When you use IM in the workplace, there are things you need to know, and guidelines to follow.
- [My Career in Broadcasting](https://connectionsmagazine.com/article/my-career-in-broadcasting/) - "I can start tomorrow," I asserted confidently. "Okay," Ralph replied, "be at the station at 6:30 tomorrow morning." I was hired!
- [The Six Touch Points of Communications](https://connectionsmagazine.com/article/six-touch-points-of-commications/) - Are you aware of all the six touch points of communications? These are six ways you can enhance or foul up a business or a personal relationship.
- [Uses of Voice Loggers](https://connectionsmagazine.com/article/uses-of-voice-loggers/) - Today, many voice loggers are a software solution, using the agents' PCs, along with a server. It's many uses are discussed in this article.
- [Voice Logging Considerations](https://connectionsmagazine.com/article/voice-logging-considerations/) - Recording, listening, and archiving conversations for both clients' and employees' files is the only way to cover all your bases, using voice logging.
- [Voice Logging: Luxury or Necessity?](https://connectionsmagazine.com/article/voice-logging/) - Voice logging was once viewed as an optional product that was relegated to the "want" list, but never important enough to advance to a "must have" technology.
- [Wireless Number Portability: The Compliance Conundrum](https://connectionsmagazine.com/article/wireless-number-portability/) - Looking at the teleservices industry today, one sees companies reeling from the effects of new legislation enacted at the state and federal levels in 2003.
- [Agent Hiring and Training](https://connectionsmagazine.com/article/agent-hiring-and-training/) - One of the most difficult tasks for a call center is recruiting and training good call agents. Your success relies on finding and keeping good ones agents.
- [Call Center Site Certification:  An Interview with Chris Bell](https://connectionsmagazine.com/article/call-center-site-certification/) - Call center certification is a concept gaining both interest and momentum. Medcom's Chris Bell shares his thoughts on the subject.
- [Service Sold It](https://connectionsmagazine.com/article/service-sold-it/) - Can you honestly say, and prove that "service sold it?" If not, what changes do you need to make?
- [External Performance Metrics](https://connectionsmagazine.com/article/external-performance-metrics/) - To truly evaluate how effectively the call center is serving customers, it is crucial to do customer surveys solely focused on the call center experience.
- [How to Handle Accented Callers](https://connectionsmagazine.com/article/handling-accented-callers/) - Today, with more businesses going global, it's key to be ready to know how to deal with a callers who have accented speech.
- [Maximizing your Business: Benchmarking](https://connectionsmagazine.com/article/business-benchmarking/) - Although conducting a benchmarking study once is valuable, the real benefit comes from repeated studies over the course of time.
- [Outbound Compliance Checklist: A Survival Necessity](https://connectionsmagazine.com/article/outbound-compliance-checklist/) - The past year has certainly left its mark on the teleservices industry, especially the outbound consumer component.
- [Seven Secrets of Minimizing Agent Turnover](https://connectionsmagazine.com/article/minimizing-agent-turnover/) - Here are our seven secrets to minimizing agent turnover, along with what those we surveyed had to say on the subject.
- [Simon Says: Open or Closed?](https://connectionsmagazine.com/article/open-or-closed/) - Your agents choose the questions they ask in order to gather the information they need. We are talking about close-ended questions versus open-ended questions.
- [Vendor Profile of TASbiller](https://connectionsmagazine.com/article/tasbiller/) - TASbiller is the billing and profitability analysis software for the telemessaging industry written by Randy Ripkey, owner of Accurate Messages in Georgia.
- [Cultivating the Contact Center](https://connectionsmagazine.com/article/cultivating-the-contact-center/) - For the in-house call center, the callers are the customers. For the outsource call center; two groups need to be considered: clients and callers.
- [Customer Service and the Human Experience](https://connectionsmagazine.com/article/customer-service-and-the-human-experience/) - With attention on customer service, it is no surprise that contact centers continue increasing in importance as the primary hub of a customer's experience.
- [Diversity: Celebrate Difference, Strengthen Performance](https://connectionsmagazine.com/article/diversity-strengthens-performance/) - Companies that have taken the time to develop holistic diversity and inclusion initiatives report very positive results.
- [Al Gore and the Internet](https://connectionsmagazine.com/article/al-gore-and-the-internet/) - Don't be one who falls by the wayside of the Internet revolution; join it today and avoid being classed as second rate.
- [Resources for Medical Call Centers](https://connectionsmagazine.com/article/resources-for-medical-call-centers/) - Outsource call center equipment is mostly appropriate for medical call centers. Vendors have added features to address unique needs of the medical call center.
- [Resolving Workplace Conflict](https://connectionsmagazine.com/article/resolving-workplace-conflict/) - While it's not possible to avoid all employee conflicts, there are ways to better manage most situations.
- [Simon Says - Keep it Positive](https://connectionsmagazine.com/article/keep-it-positive/) - Agents are much more likely to successfully interact with callers when they use positive words and phrases.
- [Telephone Triage](https://connectionsmagazine.com/article/telephone-triage/) - Here are some of the many books available on telephone triage. Also, a list of vendors who have integrated telephone triage protocols into call center software.
- [The 10 Immutable Laws of Sales Success](https://connectionsmagazine.com/article/immutable-laws-of-sales-success/) - This article by Len Foley shares 10 laws for sales success.
- [Back to Basics](https://connectionsmagazine.com/article/back-to-basics/) - That's right. If you're interviewing someone to handle your calls, have them call you and talk with them on the phone before you interview them in person.
- [Beyond the Looking-Glass: Telemarketing 2004](https://connectionsmagazine.com/article/telemarketing-in-2004/) - The year 2003 will long be remembered as the most tumultuous year ever for the teleservices industry.
- [Sitel Improves Recruiting and Retention](https://connectionsmagazine.com/article/sitel-improves-recruiting-and-retention/) - Sitel prides itself on enabling companies to be more effective and efficient by choosing to outsource their call center functions.
- [A Matter of Perspective](https://connectionsmagazine.com/article/a-matter-of-perspective/) - I decided to share these stories for a reason. Each one is positive: a private flight, a priority trip, and an accommodating cabbie.
- [Is There a CLEC in Your Future?](https://connectionsmagazine.com/article/competitive-local-exchange-carrier/) - Competitive Local Exchange Carriers, are local, regional, or even national telephone companies which offer an alternative to the traditional phone company.
- [The Power of One](https://connectionsmagazine.com/article/the-power-of-one/) - Simply educating agents about the effect on service that one or two employees can have will help them understand the importance of schedule adherence.
- [Simon Says: Don't Stress!](https://connectionsmagazine.com/article/do-not-stress/) - To alleviate some of the agents' stress, we can proactively provide support and knowledge about how to manage it.
- [Speech Recognition](https://connectionsmagazine.com/article/speech-recognition/) - There are three general classifications of speech recognition applications for the call center.
- [Wireless Text Messaging - Part 2](https://connectionsmagazine.com/article/wireless-text-messaging-part-2/) - ATSI is creating the TWF to bring parties together to make sure the telemessaging industry and vendors are in close contact with the carriers and their vendors.
- [Wireless Text Messaging - ATSI's Initiative](https://connectionsmagazine.com/article/wireless-text-messaging-atsi-initiative/) - ATSI's Legislative Affairs Committee is working to forge consensus between wireless carriers, telemessaging call centers, and vendors on HIPAA issues.
- [Wireless Text Messaging - FAQs](https://connectionsmagazine.com/article/wireless-text-messaging-faqs/) - With wireless text messaging, the last thing anyone wants is proprietary standards, closed networks, and expensive access for only a few telemessaging firms.
- [Simon Says: A Smile Is Contagious](https://connectionsmagazine.com/article/a-smile-is-contagious/) - What do you hear in the voices of your agents? You hear their attitude, health, confidence, and even their education!
- [Telemessaging Systems](https://connectionsmagazine.com/article/telemessaging-systems/) - Telemessaging services, call centers that answer calls and process messages are by definition a subset of the teleservice and outsource call center industry.
- [Wireless Text Messaging - Part 1](https://connectionsmagazine.com/article/wireless-text-messaging-part-1/) - Over the course of the last seventy years, little has impacted the telemessaging industry more significantly then wireless text messaging.
- [2003 CAM-X Award of Excellence](https://connectionsmagazine.com/article/camx-award-of-excellence/) - Connections Magazine salutes the 2003 winners of the CAM-X Call Centre Award of Distinction and Award of Excellence. Congratulations on a job well done!
- [2003 CAM-X Call Center Award of Distinction](https://connectionsmagazine.com/article/2003-camx-award-of-distinction/) - Connections Magazine salutes the 2003 winners of the CAM-X Call Centre Award of Distinction and Award of Excellence. Congratulations on a job well done!
- [Do Not Call: A Different Constitutional Perspective](https://connectionsmagazine.com/article/national-do-not-call-program/) - The teleservices industry has dealt with a great deal of adversity and laws culminating in the creation of a "national" Do Not Call program by the FTC and FCC.
- [The McDonalds' Factor](https://connectionsmagazine.com/article/appropriate-call-agent-pay-rates/) - What is perplexing is that it never matters what the pay rate is, the consistent belief among agents is that their pay is too low.
- [Offshore Outsourcing:  Can't Beat ‘Em? Then Join ‘Em.](https://connectionsmagazine.com/article/offshore-outsourcing-strategy/) - As call center outsource providers look to remain competitive on both service and price, they can no longer avoid the offshore outsourcing competitor.
- [Simon Says: Know the Inside Story](https://connectionsmagazine.com/article/provide-agents-with-needed-training/) - As we train agents on each new client account that comes in our doors, we sometimes overlook how important it could be for agents to know the inside story.
- [TAS Tips: Buyer Beware](https://connectionsmagazine.com/article/beware-of-con-artists/) - Unfortunately, but for several years now many owners of telemessaging services have been duped into selling their business or equipment and not getting paid.
- [How Good Are You at Customer Service?](https://connectionsmagazine.com/article/customer-service-techniques/) - Put any 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.
- [Is Your Training Covering the Essentials?](https://connectionsmagazine.com/article/covering-essentials-in-training/) - Part of call center employee training should be an operational overview so they can better understand why they play such an important role at your company.
- [Simon Says: Don't Editorialize](https://connectionsmagazine.com/article/negative-comments-by-agents/) - Negative comments/editorials only give that caller more ammunition to use against us, our agents, and our clients.
- [Backup Power Systems](https://connectionsmagazine.com/article/backup-power-systems/) - Whether your center needs to install backup power for the first time, add more capacity, or replace aging systems there is a general strategy to follow.
- [Backup Power Vendors](https://connectionsmagazine.com/article/backup-power-vendors/) - UPS systems provide immediate protection from outages of utility power. Here is a listing of companies that manufacture UPS systems.
- [Battery Recycling](https://connectionsmagazine.com/article/battery-recycling/) - Today, Exide Technologies recycles approximately 50 million batteries per year, making it one of the largest secondary lead smelters in the world.
- [Crisis and Conflict Communication For Managers](https://connectionsmagazine.com/article/managing-crisis-and-conflict/) - It's worth looking closely at how members of your team react when something goes wrong.
- [Do You Have a Plan For Your Employees?](https://connectionsmagazine.com/article/tax-qualified-retirement-plan/) - Twenty-five percent of small business owners stated the most important reason for offering a retirement plan was recruiting and retaining employees.
- [Dude, I'm Getting a Dell](https://connectionsmagazine.com/article/buyer-company-loyalty/) - Encouraged by the "Dell Dude," as he was affectionately called by his admirers, I soon found myself at the Dell website ordering my first Dell computer.
- [The Five Terrible Lies About Selling](https://connectionsmagazine.com/article/lies-about-selling/) - This article by Len Foley covers five lies/misconceptions about salespeople.
- [Bankruptcy Basics for Creditors](https://connectionsmagazine.com/article/bankruptcy-basics-for-creditors/) - When debtors are unable to pay their debts, they may seek relief by filing bankruptcy in federal court.
- [Case Study: Orlando Regional Healthcare](https://connectionsmagazine.com/article/orlando-regional-healthcare/) - Orlando Regional Healthcare replaced its aging CTI system with an enterprise-level PC attendant console system, it got a new feature: a Web interface.
- [Working Without a Net](https://connectionsmagazine.com/article/working-without-the-internet/) - Had something changed to make the Internet a practical reality for the masses? Indeed it had.
- [Monitoring the Pulse of Business](https://connectionsmagazine.com/article/monitoring-pulse-of-business/) - So how do call center managers know if their customers are getting top-notch customer service?
- [Plan for Technology Replacement](https://connectionsmagazine.com/article/technology-replacement-planning/) - The need to replace your call processing system within a relatively short time frame is a real business challenge.
- [Setting Client Expectations](https://connectionsmagazine.com/article/setting-client-expectations/) - The team from LiveBridge know how to set expectations with a client. This involves asking direct questions and providing accurate recommendations.

## Pages

- [Welcome to Connections Magazine](https://connectionsmagazine.com/) - Connections Magazine is the premier magazine for the teleservices industry: call centers, contact centers, teleservice agencies, TAS, & telemessaging companies.
- [Connections Magazine Articles by Issue](https://connectionsmagazine.com/articles/by-issue/) - Browse Connections Magazine Articles by the issue: all articles from 2001 to the current year; select articles from 1994 to 2000.
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- [Classified Ads](https://connectionsmagazine.com/classified-ads/) - Connections Magazine Classified Ads Motivated TAS buyer looking for a TAS utilizing Amtelco Infiniti for sale. No service too small. I treat my employees like family and we are growing by leaps and bounds.Please call Ben at (917) 287-5452. (No brokers please) Seeking Acquisitions: A fair offer by an established, reputable company for your commercial
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