call center technology

Jan 14, 2020

Turning Call Center Technology into Collections Gold

Posted In: Blog Author: TCN

Working in collections means you’re likely opening your reports (and leveraging your call center technology) with an eye on two coffee-draining concerns: Maintaining regulatory compliance. Getting clients to pay their debts. Each of those problems requires their own unique solutions. What if you could effectively resolve both issues at the same time? Call center technology […]

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Call Center Analytics image

Jan 09, 2020

5 Call Center Analytics Insights for Lightning-Fast Performance Upgrades

Posted In: Blog Author: TCN

Call centers operating with yesterday’s technology are dying in an inefficiency graveyard. Who knows how much time they have left. Either way, call center managers in-the-know don’t need to worry. Nowadays, call center managers have access to relatively low cost, call center analytics which managers of yesteryear could not even imagine. Unlike the great lizards, […]

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image of outbound call center software

Jan 09, 2020

The Do’s and Don’ts of Outbound Call Center Software

Posted In: Blog Author: TCN

The Do’s and Don’ts of Outbound Call Center Software From customer support, generating sales, and encouraging survey completion to general call campaigns, outbound call center software is a game-changer for businesses of every stripe. That’s only if managers and agents use it correctly, however. In the words of Peter Parker’s uncle, “With great power comes […]

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call center software female agent

Jan 09, 2020

Call Center Software: Unlocking Net Promoter Score Gains

Posted In: Blog Author: TCN

Call center software generates easy-to-asses Net promoter scores (NPS) – one of the most popular customer satisfaction surveys used across all businesses in all industries. It’s popularity is easily explained: Companies with the highest NPS scores can receive up to 24% of their revenue from expansion compared to companies with the lowest NPS scores, and […]

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Call Center KPI Hero w Cape

Dec 11, 2019

Track These Call Center KPIs to Reveal Agents’ Superhero Powers

Posted In: Blog, Business Intelligence, call center kpi Author: TCN

Who has ever heard the saying, “You can’t measure what you don’t track?” It’s true for many aspects of life and even more applicable in the call center industry. As agents work diligently to solve their problems efficiently and effectively, the temptation for managers to stand behind their agents and not-so-subtly micromanage each moment must […]

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Dec 11, 2019

What’s the Difference Between Call Center ACD and an IVR?

Posted In: ACD, Blog, Business Intelligence Author: TCN

The call center ACD, or automatic call distribution system, is used widely across industries, nearly as frequently as the very popular interactive voice response (IVR) system. Thanks to advances in cloud contact center tech, these two are frequently paired together for maximum effect. We’ll show you how and why these integrations work at the end […]

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Customer Retention Strategies with magnet

Dec 03, 2019

Customer Retention Strategies: Cloud Contact Center Soft Skills Roundup

Posted In: Blog Author: TCN

The business media world bursts with stories of entrepreneurs starting new ventures, many of which are powered by cloud contact centers. Then their company grows exponentially as they continually gain new customers. Until they don’t. While these stories are enticing and inspiring, many of these companies end up losing massive amounts of money. The lesson: […]

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Call Quality Assurance

Dec 03, 2019

Call Blocking and Call Quality Assurance: Ensuring Unlimited Outbound

Posted In: Blog, Call Quality Assurance Author: TCN

Outbound calling is all about maximizing the number of connections made by agents with customers. But it’s not always a smooth process. There are regulations that must be obeyed and it’s easy to fall on the wrong side of the law. The document every call center manager needs to read is the Telephone Consumer Protection […]

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