Sep 17, 2019

TCN Celebrates 20 Years of Innovation, Success and Growth in The Contact Center Industry

Posted In: News, Press Author: TCN

St. George, Utah – September 17, 2019 – TCN, Inc., a leading provider of cloud contact center technology for enterprises, contact centers, BPOs and collection agencies worldwide, today celebrates 20 years of innovation and growth. Founded in 1999 on then-emerging Voice over IP (VoIP) technology, TCN has been an industry leader in developing cloud-based contact […]

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contact center retention strategy

Sep 13, 2019

Contact Center Customer Retention Strategies: The Unsung Heroes

Posted In: Uncategorized Author: TCN

Many business owners don’t realize that retaining customers is a legendary strategy for boosting the bottom line. A study by the revered inventor of the Net Promoter Score (NPS) famously wrote that boosting your retention rate by a mere 5% can result in an unprecedented rise in profits – anywhere from 25-95%. Comparing that to […]

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cloud contact center software industry update image

Sep 13, 2019

Cloud Contact Center Software: State of the Industry 2019

Posted In: Blog Author: TCN

For contact center managers to stay ahead of the curve, it’s important to know what’s happening with the industry – especially when it comes to cloud contact center software. Changes are always occurring. New strategies are always being implemented. And the technology continues to evolve. Below we’ll look at the state of the cloud contact […]

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Sep 04, 2019

TCN to Showcase Its Award-Winning Contact Center Technology at Debt Connection Symposium and Expo 2019

Posted In: News, Press Author: TCN

WHAT: Debt Connection Symposium and Expo 2019 (DCS2019), is the industry’s leading conference for collections, compliance and accountability. This year’s annual event will examine the operational decisions affecting company’s goals and the impact those decision have on the protection of the consumer, the brand as well as the company’s performance and continued existence. During the […]

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image of outbound call center software

Sep 03, 2019

Outbound Call Center Software: The Cure for Managerial Headaches

Posted In: Blog Author: TCN

Call floor managers have a seemingly impossible job these days. They must make sure their agents are providing the best service while being as efficient as possible. Key tools for this include call monitoring, sometimes intervening in agent conversations, as well as training and coaching agents. They also need to continually stay on top of […]

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call center ACD image

Aug 28, 2019

3 Tools that Electrify Call Center ACD

Posted In: ACD Author: TCN

The ACD system is a brilliant tool. It effectively routes calls to agents using a variety of methods such as: Programmed Distribution – when a call center creates a custom distribution for their call center based on factors such as language, issue, topic or goal. Round-Robin Distribution – when a call center distributes calls to […]

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Aug 27, 2019

Scam, Fraud Alert, Spam Likely, Nuisance Caller, etc.

Posted In: Partners, TCPA Author: TCN

The Story of Call Labeling Technologies: Deconstructed Guest Blog by Molly Weis  Robocall identification solutions designed to block and label the truly illegal and fraudulent calls started appearing in early 2017 in reaction to the increase in phone fraud taking place via the voice channel. This is the point in time when many legal calling […]

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Aug 15, 2019

Solutions to Common Causes of the Most Damaging TCPA Penalties

Posted In: Blog Author: TCN

Complying with regulations is an inevitable part of doing business. The call center industry is no different. The TCPA (Telephone Consumer Protection Act) establishes many regulations that, if not followed, can lead to significant fines and lawsuits for call centers. And U.S. lawmakers have added more provisions in recent years. Just in the last month, […]

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