Customer Retention Strategies with magnet

Dec 03, 2019

Customer Retention Strategies: Cloud Contact Center Soft Skills Roundup

Posted In: Blog Author: TCN

The business media world bursts with stories of entrepreneurs starting new ventures, many of which are powered by cloud contact centers. Then their company grows exponentially as they continually gain new customers. Until they don’t. While these stories are enticing and inspiring, many of these companies end up losing massive amounts of money. The lesson: […]

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Call Quality Assurance

Call Blocking and Call Quality Assurance: Ensuring Unlimited Outbound

Posted In: Blog, Call Quality Assurance Author: TCN

Outbound calling is all about maximizing the number of connections made by agents with customers. But it’s not always a smooth process. There are regulations that must be obeyed and it’s easy to fall on the wrong side of the law. The document every call center manager needs to read is the Telephone Consumer Protection […]

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Nov 21, 2019

ACD Contact Center Software: Painless Customer Service

Posted In: Blog Author: TCN

In the past, customers calling a service line suffered through long hold times, wondering if and when they’d ever speak to an agent. This frustrating reality created many tense, angry customers who unloaded their problems onto unsuspecting agents trying to do their best. The customer wasn’t satisfied, forcing agents and managers to go above and […]

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inbound contact center hacks

Nov 11, 2019

The 3 Inbound Contact Center Hacks for NPS Gold

Posted In: Blog Author: TCN

Ahead-of-the-curve inbound contact centers are always searching for ways to make customers happier while growing their business. Managers who focus on generating a high Net Promoter Score (NPS) by pleasing their customers speed up this process. But what exactly is NPS, and how does a company measure it? And how can companies utilize inbound contact […]

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TCPA Compliance law image

Nov 04, 2019

Record, Assess, Refine: Reliable Pathways to TCPA Compliance

Posted In: Blog Author: TCN

Call centers are rightfully worried about TCPA compliance. And what they’re all looking for is a complete guide to TCPA compliance they can reference over time to ensure they’re following the best practices. After all, running afoul of the law can be quite costly. The FCC’s Telephone Consumer Protection Act 47 U.S.C. § 227 states […]

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Oct 23, 2019

The Cloud Contact Center Solution: Scaling Made Easy

Posted In: Blog Author: Mckay Bird

So, your contact center nabbed another important client, and the buzz is bringing you more visibility and nibbles on the new business docket. Great job! But, will you be ready to take on the additional work? Building a successful contact center means having a flexible solution that can change with you as you grow. So, […]

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call center ACD image

Oct 01, 2019

How ACD Systems Have Moved Beyond Round Robin

Posted In: Blog Author: TCN

Call centers everywhere know how crucial ACD systems (Automatic Call Distribution systems) are to making customers happy. It is no coincidence that the development and progress of ACD systems had paralleled the growth of the call center industry – ACD’s current capabilities dwarf what was possible before. This makes call center managers’ lives easier in […]

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Achieve TCPA Compliance image

Sep 26, 2019

Keeping Agents TCPA Compliant: 4 Tactics Proven to Reduce Grey Hair

Posted In: Blog Author: TCN

Keeping agents TCPA compliant is tough. There are many ways contact centers can inadvertently bring down a hefty fine on their call center. But there are few tactics managers and agents can apply to remain TCPA compliant and avoid a regulatory consequence. Discover each one below. 4 TCPA Compliance Tactics Obtain Written Consent Every call […]

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Cloud Contact Center Software State of the Industry image

Sep 13, 2019

Cloud Call Center Software: State of the Industry 2019

Posted In: Blog Author: TCN

For contact center managers to stay ahead of the curve, it’s important to know what’s happening with the industry – especially when it comes to cloud call center software. Changes are always occurring. New strategies are always being implemented. And the technology continues to evolve. Below we’ll look at the state of the cloud contact […]

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image of outbound call center software

Sep 03, 2019

Outbound Call Center Software: The Cure for Managerial Headaches

Posted In: Blog Author: TCN

Call floor managers have a seemingly impossible job these days. They must make sure their agents are providing the best service while being as efficient as possible. Key tools for this include call monitoring, sometimes intervening in agent conversations, as well as training and coaching agents. They also need to continually stay on top of […]

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