Inbound Call Center Agent

Apr 28, 2020

Inbound Call Center Agent 101: What Makes a Great Agent?

Posted In: Call Centers, Inbound Author: TCN

It’s enough to make any veteran inbound call center manager despair. Managers probably try hard not to think about it. Because obsessing on it might keep them from serving who’s left. But it’s still a problem. And the truth is, it doesn’t have to be this way. We’re talking about the unparalleled high agent turnover […]

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Feb 27, 2020

5 Surprising Call Center Technologies to Stop Call Blocking Limbo

Posted In: 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 […]

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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 – […]

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Call center software

Jan 31, 2020

Cloud-based Call Center Software That Reduces Overhead

Posted In: Blog, Call Center Solutions, Call Centers 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 […]

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blended call center

Apr 05, 2019

The Ultimate Blog for Using Call Center Metrics to Improve Agent Performance

Posted In: business performance, Call Centers, Customer Service, Outbound Author: Mckay Bird

You don’t know what you don’t measure. That is, you might have a general idea about call center performance. You could feel that agents are working well. However, you don’t know either of those two things with any sort of clarity. It’s all guesswork and gut instinct. Unfortunately, the qualitative method provides few, if any, […]

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tcpa compliant blog image

Mar 08, 2019

TCPA Penalties List Round Up: Causes and Consequences

Posted In: Blog, Call Centers, Switch to the Cloud, TCN Features, TCPA Author: TCN

TCPA compliance isn’t just good business sense… It’s good financial sense, too. Due to statute and regulation ambiguities, call centers nationwide are frequently hit with steep TCPA penalties.. And there are numerous examples of this happening (which we’ll get into later). Before we get into that, we want to take a stroll through the TCPA […]

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tcpa compliant happy agents

Feb 22, 2019

3 Differences Between TCPA Compliant and Non-compliant Calls

Posted In: Blog, Call Centers, TCPA Author: TCN

Violating the Telephone Consumer Protection Act (TCPA) could land call centers in some hair-raising legal waters. Consumers can now file class-action lawsuits for violations such as: “Robocalls, or robotexts, to collect between $500 and $1,500 per call or text. The TCPA also lets consumers take legal action against telemarketers who don’t honor the national do-not-call […]

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Feb 05, 2018

13 Top Trends Affecting Call Center Technology in 2018

Posted In: Call Center Solutions, Call Centers, News Author: Mckay Bird

As businesses and organizations set goals and make plans for 2018, they may wonder what trends will impact their communications and call center technology. Several developments could impact the two, ranging from the repealed net neutrality regulations to the shifting role of the call center agent. To help businesses prepare for the future, TCN covers […]

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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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Jan 12, 2018

Take Advantage of Leading Cloud-Based Call Center Technology with TCN’s 7 Free Demos

Posted In: Call Center Solutions, Call Centers, Cloud Technology, cloud-based, Competitive Analytics, Customer Service, News Author: Mckay Bird

The best cloud-based contact center technology exceeds your expectations. TCN aims to be that best provider with its free demos. These demos demonstrate the full platform, giving you a glimpse of what your communications and debt collections could look like long-term. To give you an idea of what to expect, here are seven platform features […]

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