Nov 21, 2019

ACD Contact Center Software: Painless Customer Service

Posted In: Blog Author: TCN

In the past, customers calling a service line suffered through long hold times, wondering if and when they’d ever speak to an agent. This frustrating reality created many tense, angry customers who unloaded their problems onto unsuspecting agents trying to do their best. The customer wasn’t satisfied, forcing agents and managers to go above and […]

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inbound contact center hacks

Nov 11, 2019

The 3 Inbound Contact Center Hacks for NPS Gold

Posted In: Blog Author: TCN

Ahead-of-the-curve inbound contact centers are always searching for ways to make customers happier while growing their business. Managers who focus on generating a high Net Promoter Score (NPS) by pleasing their customers speed up this process. But what exactly is NPS, and how does a company measure it? And how can companies utilize inbound contact […]

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TCPA Compliance law image

Nov 04, 2019

Record, Assess, Refine: Reliable Pathways to TCPA Compliance

Posted In: Blog Author: TCN

Call centers are rightfully worried about TCPA compliance. And what they’re all looking for is a complete guide to TCPA compliance they can reference over time to ensure they’re following the best practices. After all, running afoul of the law can be quite costly. The FCC’s Telephone Consumer Protection Act 47 U.S.C. § 227 states […]

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Oct 30, 2019

Contact Center Executive Clint Laubaugh to Showcase TCN’s Advanced Contact Center Technology at LISTEN™ 2019

Posted In: Partners, Speech Analytics Author: TCN

WHAT: Hosted by CallMiner, LISTEN™  2019 brings together industry-leading analysts, thought leaders and product experts to share tips and best practices for acquiring intelligence from customer interactions. This year’s annual event will feature several keynote speakers, more than 50 industry workshops and exchanges as well as demonstrations and breakout track sessions for contact center executives, […]

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Oct 23, 2019

The Cloud Contact Center Solution: Scaling Made Easy

Posted In: Blog Author: Mckay Bird

So, your contact center nabbed another important client, and the buzz is bringing you more visibility and nibbles on the new business docket. Great job! But, will you be ready to take on the additional work? Building a successful contact center means having a flexible solution that can change with you as you grow. So, […]

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Oct 08, 2019

iOS 13 to Silence Unknown Callers

Posted In: Now Trending, State of the Collection Industry Author: TCN

Guest Blog by Molly Weis  Apple iOS 13 Call Silencing Feature Apple released iOS 13 on Thursday, September 19, which came out one day before the launch of the iPhone 11, iPhone 11 Pro, iPhone 11 Pro Max. Details on new iOS 13 features have been published since earlier this summer, including many improvements to make iPhone fasters, […]

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Oct 02, 2019

TCN and Numeracle To Host “Call Labeling and Call Blocking” Webinar

Posted In: Partners, Webinar Author: TCN

WHAT: The Federal Communications Commission’s (FCC) June 2019 declaratory ruling affirmed a carrier’s ability to block robocalls by default. As carriers move forward with implementation, the effects of improper call labeling may negatively impact organizations relying on voice communications to engage with their consumers. TCN, Inc., a leading provider of cloud contact center technology for […]

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call center ACD image

Oct 01, 2019

How ACD Systems Have Moved Beyond Round Robin

Posted In: Blog Author: TCN

Call centers everywhere know how crucial ACD systems (Automatic Call Distribution systems) are to making customers happy. It is no coincidence that the development and progress of ACD systems had paralleled the growth of the call center industry – ACD’s current capabilities dwarf what was possible before. This makes call center managers’ lives easier in […]

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