Jun 03, 2020

Call Center Technology to Keep Your Customers and Business Safe

Posted In: Cloud Call Center Software, COVID-19, Privacy & Data Security Author: Bryce Payne

Times Have Changed As times change, everyone’s lives and expectations of what’s “normal” shift accordingly. Where many people have recently needed to work from home due to COVID-19, several new challenges have surfaced for individuals and organizations. For call centers, accommodating home-based agents has been a learning process. One main concern that has arisen is […]

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Speech Analytics

Jun 01, 2020

4 Ways Your Call Center Can Benefit From Business Intelligence & Speech Analytics

Posted In: Business Intelligence, Speech Analytics Author: Marie Christenson

A good business knows that there is always room for improvement. That is especially true when it comes to your call center’s processes and results. You need to have access to all the information in order to find ways to save money and increase efficiency within your organization. TCN’s Business Intelligence (BI) provides features that […]

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Business Intelligence (BI)

May 28, 2020

The True Power of Having a Cloud Call Center Software

Posted In: Cloud Call Center Software Author: Marie Christenson

Call center work comes with a variety of challenges that require tact, flexibility, and sufficient resources. When examining the true power of a cloud-based system, there are a great deal of capabilities. Keep your organization in mind and see why the Cloud is a good fit for your call center. Set Up Your call center […]

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call quality assurance

May 26, 2020

Call Quality Assurance: Measuring What Matters

Posted In: Strategy Author: TCN

The world economy, let alone the contact center industry, has radically changed in the last couple of months. Now, all anyone thinks about is… lockdowns, quarantines, unemployment, and remote work. Customers need to feel cared for – they need to be understood now more than ever. Like all of us, they’re facing an uncertain and […]

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COVID-19

May 18, 2020

TCN Contributions During The COVID-19 Crisis

Posted In: COVID-19 Author: Dave Bethers

At-Home Agent, TCN Notify, And Cloud Call Center Technology During the initial weeks of the COVID-19 shutdown, TCN saw many businesses and organizations take action when faced with challenges that COVID-19 presented. For some, the risks were life-threatening. For others, being asked to stay at home brought uncertainty and posed severe challenges for individuals, families, […]

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COVID-19

May 11, 2020

Getting Your Call Center Back To Work After COVID-19

Posted In: COVID-19 Author: Mckay Bird

The newly announced Opening Up America Again task force has laid out a plan to get America back to work, including call centers, collection agencies, and their agents. This plan comes with some strings attached and varies by state or region depending on the severity of cases. There is a lot to plan for when […]

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Call center solutions

May 04, 2020

The Big Wins from Call Center BI Solutions

Posted In: Business Intelligence Author: TCN

Who are the hardest working people in the call center industry? That’s an easy one. Managers are, with their many responsibilities and priorities, trying to juggle it all. After all, they’re responsible for optimizing agent productivity and customer service call center operations while ensuring on-time client deliverables. It’s no wonder managers sometimes burnout. Managers need […]

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Inbound Call Center Agent

Apr 28, 2020

Inbound Call Center Agent 101: What Makes a Great Agent?

Posted In: Agent Efficiency, Cloud Call Center Software, Inbound, Strategy Author: TCN

It’s enough to make any veteran inbound call center manager despair. Managers probably try hard not to think about it. Because obsessing on it might keep them from serving who’s left. But it’s still a problem. And the truth is, it doesn’t have to be this way. We’re talking about the unparalleled high agent turnover […]

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