Data and business intelligence reporting is becoming more crucial to how a call center operates and makes critical decisions. Day in and day out, managers and business owners are swamped with endless amounts of data points, agent dispositions, transactions, call recordings, IVR, average handle and hold times, and the list goes on. Gathering and analyzing […]

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 […]

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 […]

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 […]

Cloud-based everything is all the rage these days. It’s hard to read any business publications without seeing ads and stories about the cloud. Many Fortune 500 companies like Microsoft and Salesforce have switched over. They credit it with increased capacity to serve more customers. Still, some call center managers might wonder, “Is the cloud right […]

Sure, every executive wants their company to grow and prosper. Of course, not every executive gets what they want… So, what does it take for any given company to grow and gain market share? Clayton Christensen, the author of the influential Innovator’s Dilemma, said, “When you improve your product so it does the customer’s job […]

The subject of Artificial Intelligence (AI) stimulates almost endless human curiosity. What is AI?  What are its capabilities? Can AI be productive, or is it a fad? Authors have penned scores of stories exploring and speculating on all of these questions. Whatever becomes of AI, one fact is inevitable: AI is making a massive impact […]

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 […]

When considering the many challenges businesses face today, the need for a high-performing and efficient call center is becoming increasingly critical in order to reach that perfect balance between customer care and resource utilization. Call center analytics can facilitate an unmatched opportunity to monitor and enhance a variety of service metrics, including call times, efficiency, […]

So much rides on the impression a customer is left with after their experience with a contact center, be it sales, reviews or a healthy long-term relationship. To underline this fact, Microsoft recently uncovered that 61% of people broke ties with a business after an awful service experience. And service expectations continue to rise – […]