Nov 23, 2018

Create Amazing Customer Experiences with Outbound Call Center Software

Posted In: Inbound, Outbound Author: TCN

According to Esteban Kolsky, a customer strategist and found of ThinkJar, 67% of consumers cite bad experiences as the reason for churning – a nice way to say they are no longer a customer. A call center’s primary concern should be improving customer experience as much as possible since, according to customer experience consulting firm […]

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Nov 16, 2018

3 Experts & 10 Questions from TCN’s TCPA Litigation Defense Webinar

Posted In: Collections, Compliance, TCPA Author: TCN

Any collections agency can potentially be hit with TCPA litigation. But there are ways to defend yourself. Recently, TCN partnered with Accounts Recovery to host a webinar called Defending Against TCPA Lawsuits. It featured a trio of legal experts who provided many tips for fighting TCPA litigation: David Linares, chief compliance officer, DCI. He’s well-versed […]

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TCPA Compliance

Nov 09, 2018

Training for Call Center Compliance; 7 Regulations Managers Need to Know

Posted In: Collections, Compliance, TCPA Author: TCN

1. Call Centers Cannot Record the CVV2 Number on Credit Cards According to the Payment Card Industry Data Security Standard (PCI-DSS), all call centers are prohibited from recording CVV2 numbers along with other sensitive data such as full magnetic stripe data and pin numbers. This rule applies to written information along with recorded calls or […]

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Nov 06, 2018

TCN Earns The Salt Lake Tribune’s 2018 Utah Top Workplaces Award

Posted In: Awards, News, Press Author: TCN

St. George, Utah, – November 6, 2018 – TCN, Inc.,a leading provider of cloud contact center technology for enterprises, contact centers, BPOs and collection agencies worldwide, announced today that The Salt Lake Tribune has awarded TCN the 2018 Top Workplaces honor. The award recognizes leading organizations in Utah that value, empower and inspire its employees […]

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Nov 02, 2018

3 Cloud Contact Center Software Secrets for Capacity Planning

Posted In: Agent Efficiency, IVR Author: TCN

Capacity planning can be very difficult and confusing for many call center managers and executives. How do call centers know who to schedule and when to schedule agents? That’s the central question surrounding capacity planning. Instead of using error-prone spreadsheets or complicated formulas and calculations, call centers can rely on cloud contact center software to […]

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Oct 26, 2018

How Call Center Software Builds Top Net Promoter Scores

Posted In: IVR, SaaS Author: TCN

Net Promoter Scores (NPS) are one of the best methods of measuring customer loyalty, according to recent research from the Temkin Group. After asking thousands of consumers to give an NPS to 294 companies across 20 industries, they discovered that promoters, as compared to detractors, are more than 5x as likely to repurchase from companies, […]

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Oct 23, 2018

How Leading Businesses Solve TCPA Compliance Concerns with Manual Dialers

Posted In: Blog, Collections, Compliance, TCPA Author: TCN

TCPA compliance remains a hot topic in 2018 for several reasons. Law360 which covers a number of legal issues, identifies one of them: It reports that “TCPA lawsuits remained one of the most-filed types of class actions” in 2017. The U.S. Chamber Institute for Legal Reform’s study echoes Law360, albeit more strongly. The organization calls […]

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Oct 19, 2018

How to Resolve Agent Needs with a Cloud Contact Center Solution

Posted In: Agent Efficiency Author: TCN

Call center agents have many needs. From needing to know more about customers to being trained on how to handle customers effectively. While managers play a critical role in catering to these needs, there’s only so much they can do before agents require the help of technology. That’s where cloud contact center solutions come into […]

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