Oct 24, 2017

How the Cloud-Based Contact Center and Business Intelligence Improve Monthly Call Center Metrics

Posted In: Business Intelligence, Call Center Solutions, Call Centers, cloud-based, News, TCN Features, TCPA Author: TCN

Keeping in touch with customers usually reigns as a top concern for any organization, be it a B2C, B2B company or nonprofit. Regular communication keeps brands “top of mind” and often delivers greater customer satisfaction and loyalty. But that’s where the challenge comes in. Customers want “right-now” communications that cater to their interests and personalities. […]

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Sep 25, 2017

Improving Contact Center Agent Efficiency Using Cloud Based, Blended Call Flows

Posted In: Call Center Solutions, News, Scalability, Switch to the Cloud, TCN Features Author: Mckay Bird

Businesses might be looking for a cloud based call center that enhances inbound calls to improve customer satisfaction and increase customer loyalty. Then again, they might need a call center platform that helps agents adhere to current standards and regulations, particularly when making outbound calls to sell products or collect payments. Maybe they need a […]

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Apr 24, 2017

Five Award-Winning Features of TCN Platform 3.0

Posted In: Business Intelligence, Compliance, TCN Features, VocalRx Author: Mckay Bird

Every year, the Technology Marketing Corporation (TMC), a global, integrated media company, awards the best of the best in teleservices, customer relationship management (CRM), and call centers. TCN gladly received one such award, the 2017 CUSTOMER Product of the Year. The award recognizes TCN’s efforts to improve the call center, which, in turn, enhance communications […]

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Oct 25, 2016

The Top 5 Industries Capitalizing on Call Center Software

Posted In: Call Center Solutions, Call Centers, Cloud Technology, Customer Service, TCN Features, VocalRx 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: Call Center Solutions, Call Centers, Cloud Technology, Customer Service, TCN Features 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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healthcare call center

Apr 29, 2016

New Call Center Technology for the Healthcare Industry Can Improve Communication and Increase Revenue Across the Community

Posted In: Call Center Solutions, Call Centers, Healthcare, Mckay Bird, TCN Features Author: Mckay Bird

Healthcare providers face a number of demands on their time, from full days seeing patients to managing administrative tasks after the day is done. Adding to the burden is ensuring that effective patient communication is easy, cost-effective and efficient, which is a tall order for most organizations. In fact, a recent survey found that patients […]

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Oct 13, 2015

Using Competitive Analytics to Improve Your Call Center

Posted In: Business Intelligence, Call Center Solutions, Call Centers, Cloud Technology, Competitive Analytics, Dave Bethers, SaaS, TCN Features Author: Dave Bethers

It’s no secret that data analysis can provide many useful insights to businesses, but gathering, analyzing and then implementing changes based on data can be difficult. Competitive analytics gives you real-time business intelligence, analytics and reporting through easy-to-navigate and customizable dashboards. Eliminating the Hurdles While the consensus is that business data analysis is important to […]

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call center software

Jul 23, 2015

Customer Focus: Creating Organized, Data-centric Reports with TCN

Posted In: Adam Dummar, Call Center Solutions, Call Centers, SaaS, Switch to the Cloud, TCN Features Author: Adam Dummar

TCN’s software-based contact center tool set offers a robust, integrated system for generating both standard and custom reports that save time and help you avoid long hours spent combing through spreadsheets. Having access to organized, accurate reports based on data the software automatically collects can help supercharge your decision-making process, giving you Nate Silver-like abilities […]

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business intelligence call center

Jun 09, 2015

Why the Call Center Industry is Incorporating Business Intelligence Tools

Posted In: Call Center Solutions, Call Centers, Cloud Technology, SaaS, Switch to the Cloud, TCN Features Author: TCN

Acting on big data with business intelligence (BI) tools has taken hold as a top trend this year for growing business, and it’s easy to see why. Companies that employ BI are three times as likely to execute decisions as intended compared to those that don’t. IDC predicts that “over the next five years spending […]

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May 13, 2015

Maximize Your Efficiency with Blended Call Centers

Posted In: Call Center Solutions, Call Centers, Cloud Technology, Inbound, IVM, IVR, Outbound, SaaS, Switch to the Cloud, TCN Features Author: TCN

Changing gears when transitioning between outbound and inbound calling can be a major headache for agents working in on-premise, hardware-based call centers. However, by implementing a blended agent gateway feature into your call center’s setup, agents will have comprehensive support in both inbound and outbound scenarios and be able make the transition seamlessly while meeting […]

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