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Jun 28, 2019

3 Settings to Pump Up Productivity with Automatic Call Distribution

Posted In: ACD, Blog Author: TCN

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 […]

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Jun 21, 2019

Customer Retention Strategies Powered by Cloud Contact Center Software

Posted In: Blog, Retention Author: TCN

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 […]

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Jun 21, 2019

5 Calls You Can Automate Through Interactive Voice Response

Posted In: Blog Author: TCN

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 – […]

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Jun 18, 2019

TCN To Showcase Latest Cloud Contact Center Features at IQPC’s 2019 Customer Contact Week in Las Vegas

Posted In: News, Press Author: TCN

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 […]

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Jun 14, 2019

Using Speech Analytics and Transcription to Keep Agents TCPA Compliant

Posted In: Blog, Compliance Author: TCN

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 […]

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Jun 07, 2019

5 Not-So-Surprising Reasons for Poor Agent Performance

Posted In: Blog Author: Mckay Bird

What’s the number one priority of any thriving call center? Quickly addressing customer problems and buyer objections. The problem: there are a complicated series of steps between an incoming call and a happy customer hang up. An agent’s ability to navigate those steps effectively is a huge factor in accomplishing high levels of customer satisfaction. […]

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May 29, 2019

Collection Agency Webinar – Important Metrics To Monitor On A Regular Basis

Posted In: News, Press, Webinar Author: TCN

The online event, sponsored by TCN and hosted by, to detail the types of metrics and data points collection agencies need to track WHAT: Collection agencies can be fountains of data, but enormous amounts of untracked data can lead to overwhelming and inefficient white noise. In many cases, collection agencies are tracking, reviewing and […]

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May 21, 2019

The Best of Cloud Contact Center Software Business Intelligence in 2019

Posted In: Blog Author: TCN

Cloud Contact Center Software’s Business Intelligence (BI) is rapidly evolving. In the early days, it was about financial metrics and notes punched into a customer’s profile on a CRM. But today… It’s spread into everything and become omnichannel. This is a good thing. It means contact centers are getting smarter and gaining more insights and […]

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