Interactive Voice Response IVR

Jul 08, 2020

Interactive Voice Response (IVR) Creates the Perfect Customer Service Solution

Posted In: Business Intelligence, IVR Author: TCN

TCN is your IT department “In the Cloud” for all your IVR needs. An IVR (Interactive Voice Response) system is usually an automated customer service solution that uses pre-recorded responses to meet caller needs that make your call center rock-n-roll. A good IVR can save your business a ton of money. When you’re managing a […]

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outbound call center

Jul 02, 2020

3 Ways Predictive Auto Dialer Software Can Improve Outbound Call Center Efficiency

Posted In: Outbound, Predictive & Manual Dialer Author: Marie Christenson

In the fast-paced modern call center, agents don’t have time to look up a phone number, read information about a lead, and manually dial each digit. It’s time to say goodbye to call center agents spending precious time personally dialing calls — only to have every third attempt result with someone answering the phone. In […]

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Call Center, Cloud-Based, Customer Relationship, T-Mobile Outage

Jun 29, 2020

T-Mobile Outage: The Effects on Call Centers and Consumers

Posted In: Cloud Call Center Software, Now Trending Author: Hannah Gardine

T-Mobile Outage It looks like a software engineer in Silicon Valley might have tripped over the power cord again… Nobody can fully prepare for a crisis. However, when one does occur, organizations can do their best to use it as an opportunity to improve their processes and customer service. Recently, T-Mobile experienced a global outage […]

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call center software

Jun 26, 2020

Platform Update: Distributed Agent for Call Centers

Posted In: Platform Updates Author: Mckay Bird

Advancing Innovation A decade ago, the idea of integrated agents using an omnichannel communication solution was merely theoretical. However today, platforms like TCN are quickly advancing call center technology making it easier for businesses to connect with consumers on their terms. Make no mistake, innovation in the call center market is accelerating rapidly. From the […]

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speech analytics, transcription services

Jun 24, 2020

Looking Closer at Call Center Speech Analytics & Transcription Services

Posted In: Cloud Call Center Software, Speech Analytics Author: TCN

When it comes to the success of a business call center, speech analytics tools are among the most essential that any business can utilize. Speech analytics instruments, including transcription services, can more readily help you reach goals. What Is Speech Analytics? Speech analytics is the process of examining recorded calls to gather vital customer information […]

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Agent SMS, Call center

Jun 19, 2020

Agent SMS: The Next Level of Efficiency for your Call Center

Posted In: Cloud Call Center Software Author: Hannah Gardine

As part of TCN’s leading cloud-based technology, Agent SMS is another aspect of the TCN solution. As technology is always trending towards easier solutions, Agent SMS has become one of TCN’s most relevant and efficient features. Statistics have predicted that by 2020, 48.7 million consumers will opt-in to receive business SMS. Recent technology trends should […]

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Outbound Call Center Software, Call Center Solutions

Jun 16, 2020

Getting the Most out of Your Outbound Call Center Software

Posted In: Cloud Call Center Software, Outbound Author: Marie Christenson

It’s no secret that contact center managers could use all the help they can get when it comes to organizing, cutting costs, and improving productivity. With so many moving pieces in a call center, it’s vital for employers to increase their visibility on business metrics to make informed decisions. Having a system that keeps your […]

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Inbound Call Center

Jun 12, 2020

3 Call Center KPI That Refine Your Customer’s Experience

Posted In: Agent Efficiency, Cloud Call Center Software Author: Marie Christenson

Customer service plays a key role in a company’s growth and development. Although each industry and organization has its own way of reaching their goals, there are numerous Key Performance Indicators (KPI) that can help refine the customer experience. Today, we’re going to take a look at common issues that plague customer service calls and […]

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