If call center efficiency were a matter of bootstraps alone, many fantastic call center operations would be outpacing their competition – it’s an industry known for setting goals and achieving them. Heightened efficiency in a world of metrics and analytics, however, is not about sheer effort. The real trick is in finding the levers that […]

Contact centers know treading on the TCPA and other privacy standards results in penalties and fines. Some organizations recover from these outcomes; others, particularly small operations, face risks ranging from bankruptcy to curtailing business development initiatives. Penalties and fines obviously hurt, but the question remains as to how much they hurt in hard dollars. Read […]

The previous post discussed how business intelligence helps executives and managers build better-functioning businesses and stronger communications with customers. This post examines functions of the cloud based call center, specifically, predictive dialer software. By employing the feature and complementing it with business intelligence, organizations can reach more customers and take steps toward better TCPA compliance. […]

Some people wake up every morning thinking of numbers. They love numbers, figures, calculations, and metrics. They cherish what the numbers tell them about operational performance, employee or call center agent efficiency, and other business functions. To them, numbers make the world go round. Other people don’t like quantitative figures quite as much. They recognize […]

Technavio, a global technology research and advisory company, predicts solid growth for the contact center. Worldwide, the contact center could reach $9.7 billion by 2019, growing at a compound annual growth rate (CAGR) of over nine percent. India and other Asia-Pacific (APAC) countries participate in that growth; Technavio forecasts the APAC contact center market could […]

Call center rules and regulations for agents sometimes feel like a list of “thou shalt not’s.” Managers receive directives from federal and state governments. They, in turn, command call center agents to avoid certain practices and adhere to guidelines found within the Telephone Consumer Protection Act (TCPA), the Health Insurance Portability and Protection Act (HIPAA), […]

Our Executive Account Manager Mike Gray recently attended the ACA International Spring Forum and Expo in Las Vegas. He came back with all sorts of ideas gleaned from the forum’s keynotes and breakout sessions. He also returned with some takeaways. A few were surprises. Others were expected. Regardless, all affect call center operations specifically and […]

Employee engagement has been a hot topic the past few years and shows no signs of falling out of favor. But what is employee engagement? It’s a term that means a lot of things to a lot of people. David Mizne of 15Five might put it best when he defines employee engagement in this way: […]

When looking back on how technology has revolutionized communication, we often point out the physical changes. Who could fathom using some of the earliest forms of long distance communication methods such as smoke signals and carrier pigeons in today’s modern society?

St. George, Utah – January 14, 2016 – TCN, Inc., a leading provider of cloud-based call center technology for enterprise, contact centers, BPOs and collection agencies worldwide, will hold a free webinar titled, “New Year, New Opportunities: What’s Your Call Center Resolution for 2016?” on Thursday, January 28 at noon, MDT (2 pm, EDT). The […]