St. George, Utah & Arlington, Va. – July 16, 2019 – TCN, Inc., a leading provider of cloud contact center technology for enterprises, contact centers, BPOs and collection agencies worldwide, today announced a new partnership with Numeracle™, the pioneer of robocall blocking, labeling visibility and control in the calling ecosystem. Through this partnership, TCN customers […]

Every call center strives to offer excellent service. There are innumerable ways to get that done. One way is by hiring great people. If a call center employs agents who are wonderful with customers, the customers’ experience is going to be superior – another path is through technology. This is where many contact centers fall […]

The American economy has been doing well recently, with the household debt to GDP ratio steadily declining over the past few years. As consumers clear up their debt – or have the confidence to take on new debt – contact centers have never seen a better time to ramp up productivity; less debt means more […]

Where would call centers be without Automatic Call Distribution (ACD)? It helps improve the customer experience. It keeps agents productive and it optimizes the flow of the workplace. There’s a reason for all of these benefits. ACD systems have unique features that bring out the best in call center agents and make it easier for […]

A lot of businesses think they need to spend all day getting new customers. However, according to Harvard Business Review, “Acquiring a new customer is anywhere from five to 25 times more expensive than retaining an existing one.” That means more time should be spent on making existing customers happy and excited to continue doing […]

Every day, contact centers all over the world unknowingly waste time and money on customers with one simple requests. The worst part? Customers did not need or want to talk to an agent to solve their request. In fact, an agent helping a customer in this situation may have made that customer’s experience worse – […]

WHAT: The world’s largest customer contact event, 2019 Customer Contact Week, will bring together more than 2,500 contact center and customer care professionals and more than 200 exhibitors on June 24-28, 2019. The conference will celebrate 20 years of customer contact champions while introducing cutting-edge technology and innovations for the industry. During the 2019 Customer […]

Keeping agents TCPA compliant is a constant struggle for managers. We actually wrote a whole post on some strategies managers can employ to keep agents TCPA compliant. And this is a deadly serious topic because the TCPA will hit call centers with big fines if they’re found to be noncompliant. According to the TCPA section […]