Call Center KPI Hero w Cape

Dec 11, 2019

Track These Call Center KPIs to Reveal Agents’ Superhero Powers

Posted In: Blog, Business Intelligence, call center kpi Author: TCN

Who has ever heard the saying, “You can’t measure what you don’t track?” It’s true for many aspects of life and even more applicable in the call center industry. As agents work diligently to solve their problems efficiently and effectively, the temptation for managers to stand behind their agents and not-so-subtly micromanage each moment must […]

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What’s the Difference Between Call Center ACD and an IVR?

Posted In: ACD, Blog, Business Intelligence Author: TCN

The call center ACD, or automatic call distribution system, is used widely across industries, nearly as frequently as the very popular interactive voice response (IVR) system. Thanks to advances in cloud contact center tech, these two are frequently paired together for maximum effect. We’ll show you how and why these integrations work at the end […]

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Mar 25, 2019

4 Inbound Call Center Software Features that Shorten Handle Time

Posted In: Blog, Business Intelligence, Inbound, Outbound, TCN Features Author: TCN

How long should agents be on the phone with customers? As long as it takes to solve their problem…and not a second longer. There’s an important distinction between reducing handle time and improving handle time. Call centers can use different shortcuts and hacks to achieve a reduction in handle time. They can also just rush […]

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business intelligence

Mar 15, 2019

Quick Start to Using BI in Customer Retention Strategies

Posted In: Blog, Business Intelligence, Call Center Solutions Author: TCN

Everything needs that special something to grow. Plants need water and sunshine. Humans need great food, clean water and abundant plants. Businesses… They need customers. As many as they can get. But unlike plants and humans, they don’t have to constantly replenish themselves. Once a business gets a customer, they could potentially keep them (and […]

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business intelligence

Jan 03, 2019

10 Ways Call Center Technology Improves Any Office

Posted In: Business Intelligence, call recording Author: TCN

When businesses investigate technology solutions, they often start with the obvious: accounting software, customer relationship management tools and business planning applications. Often overlooked are new tools that integrate with CRMs, improve customer relationships and build their bottom line – cloud call center technology. It can improve any office, for both employees and customers. Here are […]

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Jun 22, 2018

5 Ways Call Center Business Intelligence Speeds Up Return on Investment

Posted In: Business Intelligence, ROI Author: TCN

Few businesses purchase call center technology without considering its return on investment (ROI). Instead, they define their business goals and needs, and then compare possible contact center solutions. A couple of technologies rise to the top – usually the ones geared toward recouping an investment the fastest. One common element to the winner’s circle? Call center […]

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May 18, 2018

Call Center Metrics: The Divining Rod of Performance and Quality

Posted In: Business Intelligence, Call Center Solutions, SaaS Author: TCN

Some call center execs “know in their gut” whether or not their business is succeeding. For the rest of us, a mystical connection to the building and employees wasn’t in the cards. To close the gap from palm-reader to big-data guru, start with a foundation of metrics. How do call center metrics help? The answer: […]

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Mar 26, 2018

Which Metric? Unexpected Call Center Business Intelligence Insights

Posted In: Business Intelligence, Call Center Solutions Author: TCN

Leaders use call center business intelligence (BI) to solve some sticky issues. What’s slowing down productivity? Which calls are problematic? What affects the bottom line the most? BI can reveal kinks in many mission-critical processes. Here are a few strategies to get those insights from your screen to the bottom line. Agree on the Goal A […]

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Feb 07, 2018

Seven Ways Call Center Business Intelligence Boosts Agent Productivity

Posted In: Agent Efficiency, Business Intelligence, Cloud Technology Author: Mckay Bird

Ian Michiels at Customer Think suggests a marker of successful business intelligence (BI) lies in employee productivity. He isn’t wrong. His statement, however, raises questions about how to define positive productivity. In addition, his words relate to business intelligence generally rather than to call center business intelligence specifically. This article solves for both areas, examining […]

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Jan 15, 2018

The Cloud-Based Call Center Software 2017 Recap: Trends and Events Impacting Collections and Communications in the New Year

Posted In: Business Intelligence, Call Center Solutions, Call Centers, News, Now Trending Author: Mckay Bird

Here are five 2017 trends and events to consider as you plan your 2018 call center software operations strategy. Keep an eye out for big picture realities and how they have affected your call center, and you’ll be able to better manage or leverage similar events in 2018. Avaya Declares Bankruptcy In the spring, Avaya, […]

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