Dec 14, 2016

The Five Best Metrics for Quality Management in the Call Center

Posted In: Call Center Solutions, Call Centers, Cloud Technology, Mckay Bird Author: Mckay Bird

Quality control, quality assurance, quality management…a lot of “quality” goes into the successful operation of a call center environment. Fortunately, managers don’t have to start from scratch when it comes to defining critical metrics. Many established call center metrics, including average call handle times and calls per hour, remain relevant today. Managers should still look […]

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call center software

Dec 08, 2016

Five Times You Wish You Had a Call Center Platform

Posted In: Call Center Solutions, Call Centers, Cloud Technology, Customer Service, Inbound Author: Bob Myers

Staying in contact with customers regularly often proves challenging. Keeping the business running smoothly day-to-day requires a great deal of tasks—so much so that customer service can sometimes become a low-priority item. Add the “on-demand” element, and the difficulty increases. Customers want answers, solutions, products, services, et cetera, and they want them all now. They […]

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Dec 06, 2016

Election Wrap-up: How Call Center Technology Yielded Power to the Presidency

Posted In: Call Center Solutions, Cloud Technology, IVR, Political Calling, Political Surveys Author: Blake North

This election cycle may have been very different indeed, but one thing remained the same through all the divisive rhetoric and unease: call center technology continued to play a crucial role. Call center software stands as an integral component of the voting process. Prior to the national election, volunteers, political organizations, and other entities call […]

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Nov 29, 2016

The Top 13 Call Center Technology Trends for 2017

Posted In: Business Intelligence, Call Center Solutions, Call Centers, Cloud Technology, Customer Service, Mckay Bird Author: Mckay Bird

What does 2017 hold for the contact center? A number of key trends currently are dominating the conversation, and started to infiltrate the market well before this year. But, from what we hear from customers, analytss and the media are presenting host of new ones which make it clear 2017 will be an exicting year. […]

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Nov 15, 2016

Five Reasons Why Switching to the Call Center Cloud Saves You Money

Posted In: Adam Dummar, Call Center Solutions, Call Centers, Cloud Technology Author: Adam Dummar

The cloud offers big promises: lower upfront costs, less maintenance, and, in the case of call center technology, fewer calling limitations. If you need to add seats for new call center agents, you can do so, easily and quickly, with a cloud-based platform such as TCN’s. The benefits don’t stop there. With modern call center […]

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Nov 08, 2016

How to Solve Call Center Bottlenecks and Improve First Call Resolution

Posted In: Call Center Solutions, Call Centers, Cloud Technology, IVR Author: Mckay Bird

Historically, customers avoid calling customer service because of lengthy wait times or a fear of being shuffled from agent to agent. They worry, too, that they will need to reenter information for the n-hundredth time, only to reach a call center representative who asks, “Can I get your name? Date of birth? Account number?” Other […]

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Oct 25, 2016

The Top 5 Industries Capitalizing on Call Center Software

Posted In: Call Center Solutions, Call Centers, Cloud Technology, Customer Service, TCN Features, VocalRx Author: TCN

Call centers and related technologies once came with hefty price tags. As a result, only the largest of enterprises and retailers could implement and benefit from them. Today’s solutions, many of them cloud-based and offered as Software-as-a-Service (SaaS), feature more affordable pricing tiers. The effects have been profound. More small- and medium-sized businesses invest in […]

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Oct 20, 2016

How to Scale Your Contact Center Operations with Cloud-Based Technology

Posted In: Call Center Solutions, Call Centers, Cloud Technology, Customer Service, TCN Features Author: Kerry Sherman

Increased sales and company expansion, either into new verticals or geographic market through a merger, are wonderful realities. However, they also sometimes produce inefficiencies and friction points in the call center that prevent businesses from realizing their full potential. Rather than growth and profitability rising steadily, the two fluctuate, putting businesses on a roller coaster […]

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Oct 18, 2016

How to Boost Call Center Agent Productivity with Business Intelligence

Posted In: Adam Dummar, Business Intelligence, Call Center Solutions, Call Centers, Cloud Technology, Customer Service Author: Adam Dummar

Business intelligence (BI) allows companies to form timely and knowledgeable decisions, making it a critical component to success in any environment, including the call center. With it, you can peer into individual agents’ performance, identify peak call times and match agents with calls for which they’re best suited. The end results are greater efficiency and […]

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Oct 13, 2016

Combat These Common Customer Service Challenges by Empowering Your Call Center Team

Posted In: Call Center Solutions, Call Centers, Cloud Technology, Customer Service, Inbound, IVR, News, Terrel Bird, VocalRx Author: Terrel Bird

Providing excellent customer service is a top goal for many – if not most – companies. While there are some intangibles that come into play, for example, some employees excel at making connections with customers and smoothing over difficult situations, there are also many ways to arm your team to ensure that everyone feels empowered […]

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