Mar 18, 2020

Critical (But Honest) Call Center KPIs from Collections to Sales

Posted In: call center kpi Author: TCN

Peter Drucker, visionary business consultant and “the founder of modern management,” said it best: “If you can’t measure it, you can’t improve it.” So how can executives and managers best measure total operational success, and what do they measure? Today, we’re take a big-picture overview, breaking down critical call center KPIs from collections to sales. […]

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Mar 17, 2020

Checklist for Using At-Home Agents In Your Call Center

Posted In: Agent Efficiency, Call Center Solutions Author: TCN

Providing the best customer service is, no doubt, the top of the mind of every organization, especially during this time. As more call centers look to move their operations to the cloud, specifically at-home agents, they are quickly learning that it can be done easily and smoothly. To accommodate at-home agents, each agent will need […]

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Mar 16, 2020

Q&A: STIR/SHAKEN Technology

Posted In: Call Blocking Author: TCN

For client questions regarding STIR/SHAKEN, we recommend the following talking points, which are the highlights from the blog post that begins on the next page.   What is STIR/SHAKEN? To help combat illegal calls from scammers, fraudsters, and other bad actors, industry standards groups developed STIR/SHAKEN to authenticate callers.   How does STIR/SHAKEN work? STIR/SHAKEN […]

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Mar 12, 2020

TCN Selected as a Winner of the 2020 CUSTOMER Magazine “Products of the Year” Award for the Seventh Consecutive Year

Posted In: Awards, News, Press Author: TCN

St. George, Utah – March 12, 2020 – TCN, Inc., a leading provider of cloud contact center technology for enterprises, contact centers, BPOs and collection agencies worldwide, announced today that TCN’s Cloud Contact Center Platform was selected as a winner of the 2020 “Products of the Year” award, presented by CUSTOMER magazine. This year’s award […]

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Mar 11, 2020

TCN Response to Preventing COVID-19 In The Workplace

Posted In: News, Press Author: TCN

Preventing COVID-19 In The Workplace Learn to protect yourself and your community from getting and spreading respiratory illnesses like coronavirus 2019. Everyone has a role to play in getting ready and staying healthy. TCN has provided in each office extra cleansing wipes and hand sanitizer to help prevent the spread. Additionally, our cleaning staff will […]

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Mar 05, 2020

STIR/SHAKEN Technology: How It Will Impact Your Call Center

Posted In: Call Blocking Author: TCN

All the talk about STIR/SHAKEN (“Secure Telephony Identity Revisited”/“Secure Handling of Asserted information using toKENs”) has many companies wondering how it may impact their operations. Rest assured, TCN is taking active measures to prepare for STIR/SHAKEN’s implementation and minimize the burden on our clients. Importantly, our clients will not need to do anything to take […]

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Feb 27, 2020

5 Surprising Call Center Technologies to Stop Call Blocking Limbo

Posted In: Call Blocking, Call center technology, Call Centers Author: TCN

Call centers everywhere are on high alert after President Trump signed The TRACED Act into law at the end of 2019. TRACED gives telecom companies the authority to provide cellular customers with a spoofed number alert, a de facto call block action through STIR/SHAKEN technology. Also, Google recently announced all of its Pixel phones will […]

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Feb 25, 2020

Top Tips: Call Center Customer Experience Best Practices

Posted In: Blog, Call Center Customer Experience Author: TCN

A modern business innovator famously said, “Customer service shouldn’t just be a department, it should be the entire company.” Who said this simple but profound quote? Tony Hsieh, founder of Zappos, consistently one of the highest-rated customer-oriented businesses. While call center directors and managers can endlessly focus on agent’s customer service levels, they can overlook […]

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