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 Several developments could impact the two, ranging from the repealed net neutrality regulations to the shifting role of the call center agent.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 Contact Center 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 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, an […]

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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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business intelligence

Jan 11, 2018

Comparing the Drawbacks and Advantages of On-Premise and Cloud-Based Contact Centers

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

Selecting contact center software for your business frequently turns into a complex purchasing decision. It first requires an understanding of the technology and its purpose. However, the decision also demands another input: your company stakeholders. Convincing them is no easy feat. You’ll need to provide detailed information about the technology and its impact on different […]

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Oct 24, 2017

How the Cloud-Based Contact Center and Business Intelligence Improve Monthly Call Center Metrics

Posted In: Business Intelligence, Call Center Solutions, Call Centers, cloud-based, News, TCN Features, TCPA Author: TCN

Keeping in touch with customers usually reigns as a top concern for any organization, be it a B2C, B2B company or nonprofit. Regular communication keeps brands “top of mind” and often delivers greater customer satisfaction and loyalty. But that’s where the challenge comes in. Customers want “right-now” communications that cater to their interests and personalities. […]

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Jun 21, 2017

Accurate Agent Metrics Make or Break Modern Contact Centers

Posted In: Agent Efficiency, Call Centers Author: Darrin Bird

Some people wake up every morning thinking of numbers. They love numbers, figures, calculations, and metrics. They cherish what the numbers tell them about operational performance, employee or call center agent efficiency, and other business functions. To them, numbers make the world go round. Other people don’t like quantitative figures quite as much. They recognize […]

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Jun 19, 2017

5 Benefits of Call Recording for Today’s Call Centers

Posted In: Call Centers, call recording, cloud-based, Compliance Author: Adam Dummar

Call recording offers numerous benefits, many of them consumer-facing. Consumers who desire better interactions should know that call recording is a driver behind reducing hold times, increasing first call resolutions, and using data to resolve problems, faster. The benefits are a win-win situation for both consumers and businesses. Call recording directly impacts expense reports, call […]

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