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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tcpa compliance

Jun 10, 2020

Changes to TCPA Compliance Penalties and Call Blocking

Posted In: Call Blocking & Labeling, Compliance Author: Marie Christenson

With ever-changing technology, comes ever-changing rules and regulations. This has especially been the case since the TRACED Act (Telephone Robocall Abuse Criminal Enforcement and Deterrence) was signed in December 2019. As a result, call centers are under the microscope now more than ever. The TRACED Act: Looking Back at the Last Six Months The TRACED […]

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Jun 03, 2020

Call Center Technology to Keep Your Customers and Business Safe

Posted In: Cloud Call Center Software, COVID-19, Privacy & Data Security Author: Bryce Payne

Times Have Changed As times change, everyone’s lives and expectations of what’s “normal” shift accordingly. Where many people have recently needed to work from home due to COVID-19, several new challenges have surfaced for individuals and organizations. For call centers, accommodating home-based agents has been a learning process. One main concern that has arisen is […]

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Speech Analytics

Jun 01, 2020

4 Ways Your Call Center Can Benefit From Business Intelligence & Speech Analytics

Posted In: Business Intelligence, Speech Analytics Author: Marie Christenson

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 […]

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Business Intelligence (BI)

May 28, 2020

The True Power of Having a Cloud Call Center Software

Posted In: Cloud Call Center Software Author: Marie Christenson

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 […]

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call quality assurance

May 26, 2020

Call Quality Assurance: Measuring What Matters

Posted In: Strategy Author: TCN

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 […]

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