Call Center, Cloud-Based, Virtual Call Center

Jul 10, 2020

The Benefits of a Cloud-Based Virtual Call Center During COVID-19

Posted In: Cloud Call Center Software, COVID-19 Author: Hannah Gardine

Everyone has heard the idea that artificial intelligence will be the leading workforce of the future one day. While people aren’t turning to robotics quite yet, transitioning to a virtual call center has become a reality for many — thanks to COVID-19. Managers are now undertaking the challenge of maintaining operations remotely and finding that […]

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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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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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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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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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Inbound Call Center Agent

Apr 28, 2020

Inbound Call Center Agent 101: What Makes a Great Agent?

Posted In: Agent Efficiency, Cloud Call Center Software, Inbound, Strategy Author: TCN

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 […]

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Feb 27, 2020

5 Surprising Call Center Technologies to Stop Call Blocking Limbo

Posted In: Call Blocking & Labeling, Cloud Call Center Software, Strategy 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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