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Call Center Articles

Seventeen Years Ago

Seventeen years ago I entered the publishing world when I bought Connections Magazine from its founder, Steve Michaels. The transaction was done in parts, that is the documents for the sale were not signed at the same time or at the same location, but on different days via fax and mail. As a result, I […]

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Call Center Articles

Are You Addicted to Email?

Imagine you’re in a nondescript room, sitting in a circle with a bunch of strangers, waiting for a meeting to begin.Finally, it is time start and one of the strangers hesitantly confesses: “My name is Fred, and I’m addicted to…email.” Does this strike you as humorous or do you see a bit of yourself in […]

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Call Center Articles

A Disconnect Between Marketing and Technology

I was a loyal customer of a national office supply chain (they’ll remain nameless to protect their otherwise good image). I was a preferred customer, which entitles me to special discounts and occasional rewards (on those rare quarters when I buy “enough” product.) They also send me an email, seemingly weekly, of sales and special […]

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Call Center Articles

When Innovation Falls Short

I recently bought a laptop and included a carrying case with my order. There would be two shipments, first the case and a week later, the laptop. I was given shipping dates for both. The case arrived a day before it was promised, which impressed me. I like to say, “Under promise and over deliver.” […]

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Call Center Articles

Does IVR Stand for “Idiotic Voice Response”?

Last fall I bought a new wireless router for my network. One of the features it boasted was the option to connect an external hard drive to it for backing up files from any network computer. As you might suspect, I wasn’t able to get it to work, so I called their tech support line […]

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Call Center Articles

Harvesting Data From Websites

I’m used to people harvesting contact information from my websites to send me messages, most of which are span. I have a dozen or so sites, with each containing links to many of the others. So it not uncommon for them to harvest an email from one site, jump to the next to harvest a […]

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Call Center Articles

Being a Substitute is No Excuse

We had some frustration taking delivery of a package today.  It’s not the first time and, I’m quite sure, it won’t be the last.  Sometimes our packages are delivered to the wrong address; other times — like today — the drivers don’t really attempt to make the delivery, they just leave a notice.  Twice, they’ve […]

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Call Center Articles

A Trip to the ATA Convention

Tomorrow afternoon, I’m heading off to the ATA (American Teleservices Association Meeting) in San Antonio, Texas.  It should be a great meeting and I’m excited about it (all except for the traveling part). I won’t likely be blogging while I’m gone, but do plan to submit some convention reports on the Connections Magazine newsfeed, so […]

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Call Center Articles

My Visit to St. Louis

We (my bride and I) have safely returned from St. Louis. The ATSI convention was great. I snapped hundreds of pics—hopefully a few will be good enough to print. I also recorded 7 interviews for future podcasts, which will be posted online at podcast.connectionsmagazine.com starting this week. Last, I was posting convention highlights on the Connections Magazine newsfeed. The […]

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Call Center Articles

Can Self-Regulation Work?

At the ATA (American Teleservices Association) meeting, one of the exciting topics was self-regulation for call centers. If the terms “teleservices” and “call center” are meaningless to you, consider the more common, but less preferred label of “telemarketing.” Yeah, telemarketers —  those folks who call you during dinner time. Although teleservices includes telemarketing calls, it […]