Mar 05, 2020

STIR/SHAKEN Technology: How It Will Impact Your Call Center

Posted In: Blog, Call Blocking Author: TCN

All the talk about STIR/SHAKEN (“Secure Telephony Identity Revisited”/“Secure Handling of Asserted information using toKENs”) has many companies wondering how it may impact their operations. Rest assured, TCN is taking active measures to prepare for STIR/SHAKEN’s implementation and minimize the burden on our clients. Importantly, our clients will not need to do anything to take […]

Read »

Call Center Technology image

Feb 27, 2020

5 Surprising Call Center Technologies to Stop Call Blocking Limbo

Posted In: Blog, Call Blocking, Call center technology, Call Centers Author: TCN

Call centers everywhere are on high alert after President Trump signed The TRACED Act into law at the end of 2019. TRACED gives telecom companies the authority to provide cellular customers with a spoofed number alert, a de facto call block action through STIR/SHAKEN technology. Also, Google recently announced all of its Pixel phones will […]

Read »

Feb 25, 2020

Top Tips: Call Center Customer Experience Best Practices

Posted In: Blog, Call Center Customer Experience Author: TCN

A modern business innovator famously said, “Customer service shouldn’t just be a department, it should be the entire company.” Who said this simple but profound quote? Tony Hsieh, founder of Zappos, consistently one of the highest-rated customer-oriented businesses. While call center directors and managers can endlessly focus on agent’s customer service levels, they can overlook […]

Read »

call center solutions

Feb 21, 2020

TCN Call Center Solutions: Better Use Of Analytics

Posted In: Blog, Call center analytics Author: TCN

When considering the many challenges businesses face today, the need for a high-performing and efficient call center is becoming increasingly critical in order to reach that perfect balance between customer care and resource utilization. Call center analytics can facilitate an unmatched opportunity to monitor and enhance a variety of service metrics, including call times, efficiency, […]

Read »

Feb 18, 2020

How Call Quality Assurance Steers Collections from Catastrophe

Posted In: Blog, Call Quality Assurance Author: TCN

Can we all agree – bill collectors have one of the most difficult professions out there? Add in customer stress that naturally arises from having conversations about money, and call center collection agents and agencies can find themselves working overtime to create a better experience and relationship with their customers. The secret: use proven call […]

Read »

Feb 13, 2020

Call Center BI Solutions: Understanding High and Low Metrics

Posted In: Blog, call center kpi, call center quality monitoring, Call Center Solutions, Call center technology, Call Centers, Contact Center BI Solutions Author: TCN

So much rides on the impression a customer is left with after their experience with a contact center, be it sales, reviews or a healthy long-term relationship. To underline this fact, Microsoft recently uncovered that 61% of people broke ties with a business after an awful service experience. And service expectations continue to rise – […]

Read »

call center software

Feb 06, 2020

Call Center Software Integrations with Third-party Applications

Posted In: ACD, Blog, Call center technology Author: TCN

Changing to a new call center software doesn’t mean you have to start over from scratch. In fact, many current solutions can work with your existing customer service tech tool-belt. When you find the right integrations, it lets you maximize investments without the constant need for any IT support.  Some Integration Essentials A powerful call […]

Read »

Inbound call center software image

Feb 04, 2020

Delivering Jaw-Dropping Inbound Call Center Service

Posted In: Blog, Inbound Author: TCN

Most of us know delivering jaw-dropping inbound call center service contributes to massive growth and happy customers. Facilitating this goal is the true test of a manager’s true prowess, particularly in light of a highly competitive call center market. Today we’ll dig into how sophisticated inbound call center managers identify agent talent and use cloud-based […]

Read »