By Genevieve Carrenard Call centers are the pulse of customer service, serving as the bridge between companies and their clients. Yet, beneath the buzzing hum … Read more
An Interview with Peter DeHaan, our Editor-in-Chief – Part 2 By Genevieve Carrenard Connections Magazine is entering its fourth decade! In our last issue, we … Read more
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
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
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
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
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
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 … Read more