A good business knows that there is always room for improvement. That is especially true when it comes to your call center’s processes and results. You need to have access to all the information in order to find ways to save money and increase efficiency within your organization. TCN’s Business Intelligence (BI) provides features that […]

Call center work comes with a variety of challenges that require tact, flexibility, and sufficient resources. When examining the true power of a cloud-based system, there are a great deal of capabilities. Keep your organization in mind and see why the Cloud is a good fit for your call center. Set Up Your call center […]

The world economy, let alone the contact center industry, has radically changed in the last couple of months. Now, all anyone thinks about is… lockdowns, quarantines, unemployment, and remote work. Customers need to feel cared for – they need to be understood now more than ever. Like all of us, they’re facing an uncertain and […]

At-Home Agent, TCN Notify, And Cloud Call Center Technology During the initial weeks of the COVID-19 shutdown, TCN saw many businesses and organizations take action when faced with challenges that COVID-19 presented. For some, the risks were life-threatening. For others, being asked to stay at home brought uncertainty and posed severe challenges for individuals, families, […]

The newly announced Opening Up America Again task force has laid out a plan to get America back to work, including call centers, collection agencies, and their agents. This plan comes with some strings attached and varies by state or region depending on the severity of cases. There is a lot to plan for when […]

Who are the hardest working people in the call center industry? That’s an easy one. Managers are, with their many responsibilities and priorities, trying to juggle it all. After all, they’re responsible for optimizing agent productivity and customer service call center operations while ensuring on-time client deliverables. It’s no wonder managers sometimes burnout. Managers need […]

It’s enough to make any veteran inbound call center manager despair. Managers probably try hard not to think about it. Because obsessing on it might keep them from serving who’s left. But it’s still a problem. And the truth is, it doesn’t have to be this way. We’re talking about the unparalleled high agent turnover […]

Violating the TCPA is a recurring nightmare for most call center managers. Every day, managers grapple with multiple vulnerability points while Congress continues to add shockingly high fines and restrictions. And most federal courts rule against call centers’ innovative attempts to remain compliant. So to say TCPA compliance is a manager’s top priority is an […]