Interactive Voice Response IVR

Jul 08, 2020

Interactive Voice Response (IVR) Creates the Perfect Customer Service Solution

Posted In: Business Intelligence, IVR Author: TCN

TCN is your IT department “In the Cloud” for all your IVR needs. An IVR (Interactive Voice Response) system is usually an automated customer service solution that uses pre-recorded responses to meet caller needs that make your call center rock-n-roll. A good IVR can save your business a ton of money. When you’re managing a […]

Read »

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 […]

Read »

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 […]

Read »

cloud call center solutions

Apr 13, 2020

Reason to Believe: Heading Skyward with Cloud Call Center Solutions

Posted In: Business Intelligence Author: TCN

Cloud-based everything is all the rage these days. It’s hard to read any business publications without seeing ads and stories about the cloud. Many Fortune 500 companies like Microsoft and Salesforce have switched over. They credit it with increased capacity to serve more customers. Still, some call center managers might wonder, “Is the cloud right […]

Read »

Apr 06, 2020

Time to Eat Market Share: Call Center Analytics with Spice, Please!

Posted In: Business Intelligence Author: TCN

Sure, every executive wants their company to grow and prosper. Of course, not every executive gets what they want… So, what does it take for any given company to grow and gain market share? Clayton Christensen, the author of the influential Innovator’s Dilemma, said, “When you improve your product so it does the customer’s job […]

Read »

call center solutions

Mar 23, 2020

Call Center Solutions News: The Future of Call Centers

Posted In: Business Intelligence Author: TCN

The subject of Artificial Intelligence (AI) stimulates almost endless human curiosity. What is AI?  What are its capabilities? Can AI be productive, or is it a fad? Authors have penned scores of stories exploring and speculating on all of these questions. Whatever becomes of AI, one fact is inevitable: AI is making a massive impact […]

Read »

Mar 17, 2020

Checklist for Using At-Home Agents In Your Call Center

Posted In: Business Intelligence, Strategy Author: TCN

Providing the best customer service is, no doubt, the top of the mind of every organization, especially during this time. As more call centers look to move their operations to the cloud, specifically at-home agents, they are quickly learning that it can be done easily and smoothly. To accommodate at-home agents, each agent will need […]

Read »

call center solutions

Feb 21, 2020

TCN Call Center Solutions: Better Use Of Analytics

Posted In: Business Intelligence 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 13, 2020

Call Center BI Solutions: Understanding High and Low Metrics

Posted In: Business Intelligence, Strategy 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

Jan 31, 2020

Cloud-based Call Center Software That Reduces Overhead

Posted In: Business Intelligence, Cloud Call Center Software Author: TCN

Running and maintaining a call center is a monumental task. Explosive growth in consumer technology mandates the creation and utilization of a superior call center software platform that fully satisfies customers, business owners, and call center agents. This type of state-of-the-art contact center is modern and sophisticated enough to not only keep up with the […]

Read »