TCPA Compliance

Feb 27, 2017

Avaya’s Bankruptcy: Lessons in Future Proofing and Stable Scalability

Posted In: Business Intelligence, Cloud Call Center Software, Compliance Author: Mckay Bird

If you own a call center agency or oversee a customer service department, you may have used Avaya or followed news about the company. Avaya, a longstanding titan in the call center space with an especial focus on on-premise telephony technology, has filed for Chapter 11 protection. The company’s treasurer, John Sullivan, says the move […]

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cloud based voip

Feb 13, 2017

How the Cloud is Changing the Call Center Industry

Posted In: Business Intelligence, Cloud Call Center Software, Collections Author: Mckay Bird

If you recall seeing “Cloudy with a Chance of Meatballs,” the iconic film heavily featured clouds and meatballs. However, it was more generally concerned with a resonant topic: change. A rainfall of meatballs meant adjustment for the characters and the environment. Back in reality, the cloud might not pour down spaghetti and meatballs, but it […]

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Jan 24, 2017

Finding an Optimal Cloud-Based Contact Center Solution

Posted In: Cloud Call Center Software, Strategy Author: Mckay Bird

Technology purchases are always weighty decisions. Buying a cloud-based contact center solution is no exception. While cloud-based services, including the well-known SaaS and IaaS, can save time, money, and effort, you probably want some guarantees. You, after all, need a platform that enhances productivity, increases efficiency, and cuts down on operational expenses. To make the […]

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Jan 23, 2017

2 Ways to Dramatically Increase Profits with a Cloud-Based Call Center Platform

Posted In: Business Intelligence, Cloud Call Center Software Author: Darrin Bird

A vendor can say they’ll increase profits until they’re literally blue (or red) in the face, but you won’t believe them until they show quantifiable results. TCN errs on the side of the latter. We know you want evidence when making a purchasing decision. So, we provide it. It helps you make a choice, and […]

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Dec 14, 2016

The Five Best Metrics for Quality Management in the Call Center

Posted In: Cloud Call Center Software, Strategy Author: Mckay Bird

Quality control, quality assurance, quality management…a lot of “quality” goes into the successful operation of a call center environment. Fortunately, managers don’t have to start from scratch when it comes to defining critical metrics. Many established call center metrics, including average call handle times and calls per hour, remain relevant today. Managers should still look […]

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call center software

Dec 08, 2016

Five Times You Wish You Had a Call Center Platform

Posted In: Business Intelligence, Cloud Call Center Software, Inbound Author: Bob Myers

Staying in contact with customers regularly often proves challenging. Keeping the business running smoothly day-to-day requires a great deal of tasks—so much so that customer service can sometimes become a low-priority item. Add the “on-demand” element, and the difficulty increases. Customers want answers, solutions, products, services, et cetera, and they want them all now. They […]

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TCPA Compliance

Dec 06, 2016

Election Wrap-up: How Call Center Technology Yielded Power to the Presidency

Posted In: Business Intelligence, Cloud Call Center Software, IVR, Political Author: Blake North

This election cycle may have been very different indeed, but one thing remained the same through all the divisive rhetoric and unease: call center technology continued to play a crucial role. Call center software stands as an integral component of the voting process. Prior to the national election, volunteers, political organizations, and other entities call […]

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Oct 25, 2016

The Top 5 Industries Capitalizing on Call Center Software

Posted In: Business Intelligence, Cloud Call Center Software, Healthcare Author: TCN

Call centers and related technologies once came with hefty price tags. As a result, only the largest of enterprises and retailers could implement and benefit from them. Today’s solutions, many of them cloud-based and offered as Software-as-a-Service (SaaS), feature more affordable pricing tiers. The effects have been profound. More small- and medium-sized businesses invest in […]

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Oct 20, 2016

How to Scale Your Contact Center Operations with Cloud-Based Technology

Posted In: Business Intelligence, Cloud Call Center Software Author: Kerry Sherman

Increased sales and company expansion, either into new verticals or geographic market through a merger, are wonderful realities. However, they also sometimes produce inefficiencies and friction points in the call center that prevent businesses from realizing their full potential. Rather than growth and profitability rising steadily, the two fluctuate, putting businesses on a roller coaster […]

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call center software

Oct 18, 2016

How to Boost Call Center Agent Productivity with Business Intelligence

Posted In: Business Intelligence, Cloud Call Center Software Author: Adam Dummar

Business intelligence (BI) allows companies to form timely and knowledgeable decisions, making it a critical component to success in any environment, including the call center. With it, you can peer into individual agents’ performance, identify peak call times and match agents with calls for which they’re best suited. The end results are greater efficiency and […]

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