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Navigating Digital Communications in Contact Centers

Managing Digital Communications

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Author: Bryn Bergquist

In the ever-changing world of contact centers, digital communication stands as the foundation of interactions thanks to its ability to empower agents to engage with customers via email, phone calls, live chats and SMS. 

Providing multiple communication channels caters to customers’ preferences, allowing them the flexibility to choose the method that suits them best. However, the dynamic nature of this technology requires call centers to continue to adapt. The challenge lies in effectively managing this array of options to avoid potential setbacks in time, money and overall efficiency. In this blog, you will learn four steps to optimize your usage of digital communications in your call center so you can effectively answer, ‘How do I manage digital communications?’

Channel of choice: Master multichannel communication

Being available on various channels is crucial for an organization, making customers more likely to collaborate and find solutions when they can communicate through their preferred channel. For instance, a customer may prefer live chat over a phone call, depending on their circumstances. Catering to these preferences establishes a seamless connection between agents and customers. However, to ensure customer satisfaction, it’s essential to be proficient in each form of digital communication offered.

Catering to customers: Streamline communication channels

Juggling different platforms for various digital communications can lead to confusion and inefficiency within a call center. The solution lies in adopting a centralized platform that consolidates all communication channels into one platform and eliminates the need to switch back and forth between communication methods. This enables agents to effortlessly switch between channels, engaging with multiple customers simultaneously. Such a unified approach enhances customer connectivity and ensures organizational efficiency.

Efficiency and productivity: Manage agents within a single dashboard

Managing agents can be complex, with the need for thorough training to help agents communicate effectively. TCN, a leading call center software provider, offers a unified platform that serves as a central hub, simplifying the complexity of managing multiple channels. Through a single dashboard, agents can utilize tools for effective time management, receive performance assessments through TCN’s Reporting and Analytics and maintain a streamlined workflow.

All the right tools: Optimize efficiency with workforce engagement

Now that your communication channels are in place and your dashboard is simplified, the focus shifts to enhancing efficiency. TCN’s Workforce Engagement provides agents with the knowledge and skills needed to turn customer interactions into actionable insights backed up by reporting and analytics tools. This boosts performance, quality management and adherence support. 

The reporting and analytics tools offered by TCN contribute to the overall growth and efficiency of contact center agents, ensuring they are equipped to deliver exceptional service.

By leveraging TCN’s innovative solutions, contact centers can easily navigate the digital landscape, driving efficiency and delivering a superior customer experience. As technology continues to shape the future of contact centers, TCN stands as a beacon of reliability and effectiveness in enhancing digital communications.

Your comprehensive suite for mastering digital communications

Contact centers heavily rely on digital communications. In order to utilize omnichannel communication opportunities effectively, it’s best to start by becoming proficient in all channels, streamlining processes and leveraging a simplified dashboard. These actions build a solid foundation for your call center to begin to focus on continued improvements.

TCN’s comprehensive platform consolidates these channels, empowering your contact center to meet customers seamlessly on their channel of choice, provide exceptional customer service and not miss a beat when it comes to efficiency.

About the Author: Bryn Bergquist


Bryn Bergquist is a Marketing Content Writer for TCN, a worldwide, cloud-based call center platform. Recently graduated from Brigham Young University-Idaho, Bryn received her B.S. degree in Interdisciplinary Studies with a concentration in Creative Writing and a minor in Communications. Outside of work, Bryn enjoys being outside, reading and writing. She is currently finishing up the work of her self-published poetry collection, all the thoughts i wish i could say out loud.