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Feb 08, 2019

How Can Managers Help Keep Agents TCPA Compliant?

Posted In: Blog, tcpa compliant Author: TCN

It’s an unfortunate fact: Agents won’t stay TCPA compliant on their own. That responsibility falls squarely on the shoulders of managers. And managers need to make sure they do keep their agents TCPA compliant because lawyers are ready and willing to sue any call center caught in noncompliance. TCPA litigation has increased by 1,273% from […]

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call center kpi tools and tricks

Feb 01, 2019

Every Call Center KPI That Matters

Posted In: Blog, call center kpi, TCN Features, TCPA Author: TCN

Want a high-functioning call center? Then measure KPIs. Without KPIs call centers have few metrics to measure performance. Without business intelligence and proper management strategies, improvement in call centers can fizzle out. But with call center KPIs, they’re able to improve agent performance, decrease costs, increase customer satisfaction, and overall enhance productivity. Plus, KPIs help […]

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TCPA Compliance

Jan 28, 2019

10 TCPA Compliance Solutions that Boost The Bottom Line

Posted In: Blog, Compliance Author: TCN

The Telephone Consumer Protection Act (TCPA) is perhaps the most significant piece of call center legislation affecting businesses today. It restricts solicitations and the use of automated phone equipment, with regulations including (but not limited to): Restrictions on automated dialing to cell phones. Callers must stop calling reassigned wired or reassigned wireless phone numbers. Consent, […]

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Jan 23, 2019

How Call Center Platforms Increase Agent Happiness

Posted In: Blog, Cloud Technology, Inbound Author: TCN

Employee happiness, engagement, and productivity are always central to a top-notch call center. Gallup, for example, reports only 15% of global employees feel engaged with their work, with average top numbers coming in at an average of 70%. The difference lies in how these organizations view employees and their responsibilities to them. Gallup says “exceptional […]

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Dec 15, 2018

5 Ways to Improve Agent Performance with Inbound Call Center Software

Posted In: Agent Efficiency, Blog, Inbound, Outbound Author: TCN

If agents aren’t performing well, neither is the call center. But agents can’t do all the work on their own. Check out the many ways inbound call center software improves agent performance through top-notch tech. 5 Ways to Improve Agent Performance Using Inbound Call Center Software Agent performance doesn’t solely depend on the agents themselves and […]

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Oct 23, 2018

How Leading Businesses Solve TCPA Compliance Concerns with Manual Dialers

Posted In: Blog, Collections, Compliance, TCPA Author: TCN

TCPA compliance remains a hot topic in 2018 for several reasons. Law360 which covers a number of legal issues, identifies one of them: It reports that “TCPA lawsuits remained one of the most-filed types of class actions” in 2017. The U.S. Chamber Institute for Legal Reform’s study echoes Law360, albeit more strongly. The organization calls […]

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call center technology

Jun 15, 2018

TCN’s Call Center Technology Predictions for 2019

Posted In: Blog, Call center technology, Speech Analytics Author: TCN

We all love predictions – and the pursuit of call center technology as a competitive edge – that gets the pulse racing. That’s why the Executive Vice President at TCN Inc., Darrin Bird, is sharing his predictions for the upcoming year. So, strap on your visionary goggles and have a look beyond the veil of […]

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Mar 19, 2018

How Automatic Call Distribution Increases Call Center and Agent Efficiency

Posted In: Agent Efficiency, Auto Dialing, Blog Author: TCN

If call center efficiency were a matter of bootstraps alone, many fantastic call center operations would be outpacing their competition – it’s an industry known for setting goals and achieving them. Heightened efficiency in a world of metrics and analytics, however, is not about sheer effort. The real trick is in finding the levers that […]

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Jan 04, 2018

Top 10 Reasons Call Center Agents Leave Contact Centers

Posted In: Blog, Business Intelligence, Competitive Analytics, Retention Author: TCN

Contact Center Pipeline, in its survey, reports contact center leaders see agent turnover as their primary challenge. The same survey respondents offer a glimpse of a silver lining. They intend to emphasize coaching and development in an attempt to lower turnover rates. But this doesn’t give much insight into why agents leave contact centers. The […]

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Jan 11, 2017

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

Posted In: Blog, Call Center Solutions, Call Centers, cloud-based, Customer Service, News Author: TCN

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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