CONNECTIONS+

Connections Magazine stands out as the leading publication for the teleservices and call center sector. It reaches a select audience, including professionals at call centers, contact centers, teleservice firms, phone answering services, and telemessaging businesses.

Trade/B2B

English

Magazine

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Domain Authority

Ranking

Global

#8754831

United States

#3445198

Computers Electronics and Technology/Telecommunications

#5432

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Monthly visitors

Articles

Contact Center Key Technology Trends for 2025: AI Leads the Charge

1 month ago | connectionsmagazine.com | Peter DeHaan

By Donna FlussBased 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.
AI-Generated Calls: Telecom’s Next TCPA Frontier?

Jan 20, 2025 | connectionsmagazine.com | Peter DeHaan

By Jared M. Tully and Blake N. HumphreyThe 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 autodialed marketing calls and texts that use artificial intelligence (AI) to generate content.
AI-Enhanced Conversation Analytics Redefines the CX and EX

Jan 17, 2025 | connectionsmagazine.com | Peter DeHaan

By Donna FlussAs 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 applications we’ve known for decades, just with a different name?
November 2024 Issue of Connections Magazine

Nov 18, 2024 | connectionsmagazine.com | Peter DeHaan

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 buzzing hum of conversations lies an undercurrent of unspoken employee needs. . . .read more >>Ten Years Ago: Choose Your Business Partners With Care, by Peter DeHaanConference planners sometimes ask me to sit on a panel.
Unveiling the Heart of Call Centers Workers: What Employees Want Their Boss to Know

Nov 17, 2024 | connectionsmagazine.com | Peter DeHaan

By Genevieve CarrenardCall 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

Sep 16, 2024 | connectionsmagazine.com | Peter DeHaan

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 back to the early days of his career in the call center industry, and his involvement with the magazine. . .
Celebrating 31 Years of Connections Magazine

Sep 15, 2024 | connectionsmagazine.com | Peter DeHaan

By Genevieve CarrenardConnections 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 we left off, I asked Peter to tell us more about his experience as the editor-in -chief of the publication and his perspective on the future of the call center industry at large.
Contact Centers are a Great Data Source for AI Initiatives

Sep 13, 2024 | connectionsmagazine.com | Peter DeHaan

By Donna FlussContact 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

Sep 11, 2024 | connectionsmagazine.com | Peter DeHaan

By Lance BrandonIn 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. AI is reshaping customer interactions by automating routine tasks and offering predictive insights.
July 2024 Issue of Connections Magazine

Jul 15, 2024 | connectionsmagazine.com | Peter DeHaan

From the Publisher: Celebrating 31 Years of Connections Magazine: An Interview 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 and dedication of many, and a reflection of the strong relationships we’ve built with our sponsors, readers, and contributors over the years. . . .read more >>Guest Column: Are You Ready for AI and LLMs in Your Contact Center?