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 … Read more
From the Publisher
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 … Read more
Celebrating 31 Years of Connections Magazine
An Interview with Peter DeHaan, our Editor-in-Chief – Part 2 By Genevieve Carrenard Connections Magazine is entering its fourth decade! In our last issue, we … Read more
Celebrating 31 Years of Connections Magazine
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 … Read more
Exploring Virtual Call Centers
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 … Read more
5 Tips to Create a Positive Call Center Work 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 … Read more
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 … Read more
Don’t Forget the Human Touch
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 … Read more
Consider How Artificial Intelligence Can Help Us in the Call Center
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 … Read more
7 Tips to Conduct 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? … Read more