C3 replays now available
CONNECT
COLLABORATE
COMMUNICATE
See what’s in store for 2024
TCN’s C3 User Group Conference is back with more trainings, tips and trends for 2024. C3 fuels the passion that drives the most innovative and successful call center leaders. Get up to date on the latest trends, seek inspiration from thought leaders, and learn what it means to provide a better customer experience.
With every session carefully curated with call center operations and metrics in mind, you’ll come away with unique insights to solve the everyday challenges contact centers are facing. Expect to increase proficiency in using TCN’s call center software through product demos and Q&A sessions with TCN executives, engineers, product managers and clients.
Be a part of the conversation at this year’s C3 2024!
Watch NowMeet Our Keynotes
Dave Durocher
Executive Director of The Other Side Academy
A good manager and inspiring public speaker who once grappled with addiction and incarceration, Dave helps others regain their dignity and transform their lives.
Tim Haag
ACA International President-Elect
As a third-generation collection agency owner, Tim highlights and seizes opportunities that benefit the collections industry and its creditors.
Scott Purcell
CEO of ACA International
An enthusiastic supporter of the ACA’s advocacy initiatives, Scott educates legislators on the accounts receivable industry to help members succeed in their businesses by reducing costs.
C3 2024 Sponsors
Thanks to our incredible sponsors who have partnered with us to make this event possible. Your generosity and dedication are deeply appreciated, and we look forward to a successful and memorable conference.
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Partner
Abstrakt.AI
Abstrakt is a real-time call guidance software that improves agent efficiency and effectiveness on every call while reducing the need for manual QA.
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Partner
Balto
Balto is a real-time guidance platform that enables agents to confidently navigate every conversation using AI, uniting agents and supervisors to power better agent performance.
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Partner
CollaborationRoom.AI
CollaborationRoom.ai provides a unique agent engagement, productivity, training, and monitoring tool that allows remote leaders to bring the best parts of the office directly to their remote workers’ browser.
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Partner
Collect!
The flexible and scalable debt collection software built to automate your workflow. From startup to enterprise, we have the solution for you.
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Partner
Ecliptics Inc.
CUBS integration specialists with over 30 years of experience developing automated solutions for The Collector System.
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Partner
Skit USA
Skit.ai is the leading Conversational Voice AI solution provider in the accounts and receivables industry, empowering collection agencies to streamline and accelerate revenue recovery.
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Partner
Uniphore
Uniphore is the leader in Conversational Service Automation, using AI and automation to bridge the human-machine gap in customer service for better experiences and efficiency.
A more efficient contact center starts with C3
C3 2024 Agenda
All times MST
9:00 – 9:10 a.m. Welcome to C3 – Opening Remarks
Presenters: Terrel Bird and Bryce Payne
Join us as we kick off C3 2024!
9:10 – 10:00 a.m. A Life Reformed
Presenter: Dave Durocher
Dave Durocher started getting arrested at 13 and by the time he was 38, he had been to prison four times for a total of fifteen years. Dave was arrested yet again, and this time he was facing a 19-year prison sentence, but instead a judge allowed Dave to go to a residential self-help program. Since then, he has dedicated his life to being a vocal figure in criminal justice reform and helped countless others regain their dignity and their lives.
10:00 – 10:45 a.m. Are You Using Your Digital Channels Effectively?
Presenter: Taylor Checketts
With many different channels available to reach consumers, what are the best ways to optimize your usage and overcome modern challenges? Learn about how to implement solutions like Text to Pay while managing consent and handling integrations. You’ll walk away from this session with everything you need to know to improve your customer communications using today’s most popular digital channels like a pro.
10:45 – 11:00 a.m. Break
11:00 – 11:45 a.m. Solving the Challenges of Agent Staffing and Customer Satisfaction
Presenters: Beth Conklin, Maria Soria, Greg Ruffino and Jack W. Brown III
So many contact centers are facing issues finding high-quality agents that won’t break the bank. Hear from a panel of industry experts about hiring retention, hybrid workforces, the pros and cons of outsourcing and the challenges of AI.
11:45 a.m. – 12:00 p.m. TCN Product Vision: Working Together for Future Success
Presenter: Jesse Bird
Look into the future of the contact center with TCN executives as we learn about upcoming innovations in 2024. Also, get insight into trends and how contact centers are transforming.
12:00 p.m. Conclusion of Day One
9:00 – 9:10 a.m. Welcome to Day Two of C3
Presenter: Bryce Payne
Join us as we get the final day of C3 started.
9:10 – 9:45 a.m. What’s Happening at the ACA
Presenters: Tim Haag and Scott Purcell
With a combined wealth of knowledge and experience, Tim Haag and Scott Purcell offer insightful information as they continue the initiatives of the ACA’s past, current and future plans.
9:45 – 10:30 a.m. Agent Efficiencies: Getting the Most Out of Your Agents
Presenter: Dave Bethers
Agents are the biggest cost a contact center faces. Are you using them effectively? With automated reporting and Workforce Management, you can easily get an inside look into your call center operations to predict and prepare for the future while managing agent performance. You’ll come away from this session with insights on how to better account for your workforce while reducing operational costs.
10:30 – 10:45 a.m. Ecosystem Solutions Built for You
Presenter: Bryce Payne
TCN works with various partners to bring you all the solutions your call center needs for smooth operations. With the ultimate collection of call center tools from omnichannel to reporting and everything in between, TCN Operator has it all. Looking to add a solution to your toolbox? Or maybe there’s something you didn’t know your call center needed? You don’t have to go looking anywhere else for the solutions your call center needs. With TCN and its partners, all of your bases are covered in one place.
10:45 – 11:00 a.m. Break
11:00 a.m. – 11:45 p.m. Strategies for Productivity Enhancement Using Workforce Optimization
Presenters: Dave Bethers and Scott Brownlee
What’s the most important part of running your call center successfully? Optimizing your resources. In this session, you’ll see how you can utilize user-friendly solutions like Voice Analytics, screen recording, and TCN’s Workforce Optimization to increase your agent engagement.
11:45 a.m. – 12:00 p.m. Closing Remarks
Presenter: Darrin Bird
Thank you for joining us for C3 2024!
12:00 p.m. Conclusion of Conference
Frequently Asked Questions
Get your questions answered right here
What is C3?
C3 is a user group conference powered by TCN that allows individuals and companies to come together to connect, communicate and collaborate. It features speakers who will help educate attendees on industry trends and the best way to utilize TCN’s cloud-based software to achieve contact center goals.
Who is TCN?
TCN is a global provider of a comprehensive, cloud-based call center platform for enterprises, contact centers, business process outsourcing firms (BPOs) and collection agencies. Founded in 1999 and based in St. George, UT, TCN supports billions of interactions every year between call center agents and customers.
Why should I attend C3?
C3 will take the average TCN user and turn them into a power user. It provides key insights into features that are currently untapped and full of growth potential. Attendees will gain valuable industry insights and inspiration from keynote speakers. Registered attendees will also receive a complimentary gift box to enjoy during and after the conference.
Where and when will C3 take place?
C3 is happening virtually on January 30-31, 2024. This two-day event will be exclusively online, with on-demand viewing available at a later date.
What is the cost of C3 and how do I register?
TCN’s C3 User Conference registration can be submitted on the registration form and is entirely free.
Is C3 virtual or in-person?
TCN C3 will be held exclusively online. No travel is necessary.
What can I do to get ready for C3?
To prepare for C3, make sure to register ahead of time and write down any questions you might have about compliance or contact center software.
Make sure you have the latest version of Zoom. In order to get the most out of C3 be sure to join a test meeting prior to the event.
Who can I talk to if I want to learn more about TCN’s call center software?
How can I access past C3 events?
You can access past C3 events here.
I have more questions about C3 2023. Who can I contact?
For general questions about TCN’s C3 User Conference, you can contact TCN directly.
Toll-free: 866-745-1900 Email: service@tcn.com
Replay at any time
With every session carefully curated with call center operations and metrics in mind, you’ll come away with unique insights to solve the everyday challenges contact centers are facing. Be a part of the conversation at this year’s C3 2024!
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