Jan 03, 2019

10 Ways Call Center Technology Improves Any Office

Posted In: Business Intelligence, call recording Author: TCN

When businesses investigate technology solutions, they often start with the obvious: accounting software, customer relationship management tools and business planning applications. Often overlooked are new tools that integrate with CRMs, improve customer relationships and build their bottom line – cloud call center technology. It can improve any office, for both employees and customers. Here are […]

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TCPA Compliance

Dec 26, 2018

5 Winning Methods that Keep Expanding Call Centers TCPA Compliant

Posted In: Collections, Compliance, TCPA Author: TCN

Many call centers can’t afford not to be TCPA compliant. Literally. For eight years, the Department of Justice, the FTC and the Attorneys General of California, Illinois, North Carolina, and Ohio sued Dish Network for violating the Telephone Consumer Protection Act (TCPA) and Do Not Call (DNC) registry. They eventually won, forcing the satellite TV […]

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Dec 21, 2018

How Predictive Dialers Pay for Themselves

Posted In: Auto Dialing, Predictive Dialing Author: TCN

Manual dialing used to be the standard. Salespeople, managers, and call center reps would break out their list of phone numbers and dial them one digit at a time, wait for someone to answer, and move on to the next phone number. This process would be repeated ad infinitum. That all changed when predictive dialers […]

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Dec 15, 2018

5 Ways to Improve Agent Performance with Inbound Call Center Software

Posted In: Agent Efficiency, Blog, Inbound, Outbound Author: TCN

If agents aren’t performing well, neither is the call center. But agents can’t do all the work on their own. Check out the many ways inbound call center software improves agent performance through top-notch tech. 5 Ways to Improve Agent Performance Using Inbound Call Center Software Agent performance doesn’t solely depend on the agents themselves and […]

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Dec 02, 2018

Keep Agents Happy Using Call Center KPIs to Fight Agent Burnout

Posted In: Agent Efficiency, Collections Author: TCN

Agent burnout is a nasty problem – and no stranger to call centers around the world. It leads to high attrition rates, inconsistent employee experience and poor business results. But it doesn’t have to. By measuring call center KPIs, companies can reduce agent burnout and dramatically improve agent loyalty, company standing and performance. Here are […]

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Nov 30, 2018

How ACD Call Center Software Overhauls the Customer Experience

Posted In: ACD, Predictive Dialing Author: TCN

Automatic Call Distribution (ACD) call center software is one of the core components of a well-oiled call center. Of all the tools call centers use to control the flow of outbound and inbound calls, ACD call center software is the central technology that helps lower average call center queue time. And this is crucial for […]

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Nov 28, 2018

BillingTree and TCN Announce Strategic Integration Partnership to Enhance Payment Offerings for Contact Centers

Posted In: News, Partners, Press Author: TCN

Phoenix, Ariz. & St. George, Utah – Nov 28, 2018 BillingTree®, the payment problem solvers™, today announced an integration with TCN, the leading provider of cloud contact center technology for enterprises, contact centers, BPOs and collection agencies worldwide. The two-way partnership provides BillingTree customers with access to new dialing and calling services and TCN customers […]

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Nov 27, 2018

3 Ways Interactive Voice Response (IVR) Keeps Agents on the Phone

Posted In: ACD, Agent Efficiency, IVR Author: TCN

MIT reports service-based businesses see higher customer satisfaction and retention rates when self-service meets customers’ actual needs. But if quality self-service IVR functions solve typical concerns and problems, what happens to a business’ call center agents? Do they keep a role in such a paradigm? Absolutely. While customers can handle a lot of routine items […]

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