Agent Performance Image Bullseye

Jun 07, 2019

5 Not-So-Surprising Reasons for Poor Agent Performance

Posted In: Blog Author: Mckay Bird

What’s the number one priority of any thriving call center? Quickly addressing customer problems and buyer objections. The problem: there are a complicated series of steps between an incoming call and a happy customer hang up. An agent’s ability to navigate those steps effectively is a huge factor in accomplishing high levels of customer satisfaction. […]

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May 21, 2019

The Best of Cloud Contact Center Software Business Intelligence in 2019

Posted In: Blog Author: TCN

Cloud Contact Center Software’s Business Intelligence (BI) is rapidly evolving. In the early days, it was about financial metrics and notes punched into a customer’s profile on a CRM. But today… It’s spread into everything and become omnichannel. This is a good thing. It means contact centers are getting smarter and gaining more insights and […]

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May 16, 2019

3 Strategies for Golden Call Quality Assurance

Posted In: Blog, Mckay Bird Author: Mckay Bird

Think of call centers as “customer happiness” manufacturing plants. Now imagine that every call made is another product shipped. Well, just like other manufacturers, call centers need to ensure the products they’re putting out are of the highest quality. If they don’t, customers will get a disappointing experience – and that could mean the call […]

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May 08, 2019

The Top 3 Call Center Compliance Lawsuits to Follow in 2019

Posted In: Blog, Compliance Author: TCN

Lawsuits don’t just affect those involved… They can have ripple effects on businesses in the entire industry. Like LaCroix being accused of false marketing for claiming their water is “natural” when it may contain ingredients that are used in insecticides. This can call into question the use of the word “natural” on other beverages from […]

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May 01, 2019

How Cloud Contact Center Solutions Revolutionize Outbound Billing

Posted In: Blog Author: TCN

Getting paid can be the hardest part of doing business. From collection agency contact centers to businesses offering reminders and proactive payment assistance, it can be painful to efficiently handle payments with the systems that were once seen as cutting edge. Enter cloud contact center solutions; a suite of tools designed to make the process […]

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call center kpi to watch for quality and productivity

Apr 26, 2019

The 3 Overlooked Call Center KPIs for Quality and Productivity

Posted In: Blog Author: TCN

Every call center KPI is different. Some KPIs are essential. Some KPIs fight agent burnout. And some are simply overlooked, even when they help to dramatically increase quality and productivity in call centers. It’s those that managers forget which we’re focusing on in this post. Because when call centers managers track and improve the following […]

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Apr 19, 2019

Wake Up from 3 Customer Service Nightmares with Call Center Software

Posted In: Blog Author: TCN

Imagine sipping the last drop of chamomile tea, slipping under a warm comforter, and slowly drifting asleep. But instead of dreaming about flying over the Atlantic ocean with pelicans or frolicking through a field of daisies and puppies… A nightmare with the worst call center fears takes hold. But don’t be too afraid… The heebie-jeebies […]

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Apr 15, 2019

Top 3 Tech-Savvy Strategies for Call Center Quality Monitoring

Posted In: Blog, call center quality monitoring, Compliance, TCPA, tcpa compliant, Uncategorized Author: Mckay Bird

Quality monitoring call centers is essential for many reasons. To make sure agents are doing their job effectively. To better understand customer needs. To identify issues with call equipment. And much more. The classic phrase, “This call may be recorded or monitored, for quality and training purposes” refers to quality monitoring call centers. We’re going […]

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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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