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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call center technology and hitting kpi targets

Jan 04, 2019

Nail KPI Targets with Call Center Technology and Agent Skill Sets

Posted In: Inbound, Outbound, SaaS Author: TCN

Using call center technology to hit KPI targets requires 2 things: Agents who possess the right skill sets to meet their goals and satisfy customers. Call center technology that empowers agents and managers to do what they couldn’t do on their own. Of course, if call centers want to hit their KPIs they should outline […]

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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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Nov 23, 2018

Create Amazing Customer Experiences with Outbound Call Center Software

Posted In: Inbound, Outbound Author: TCN

According to Esteban Kolsky, a customer strategist and found of ThinkJar, 67% of consumers cite bad experiences as the reason for churning – a nice way to say they are no longer a customer. A call center’s primary concern should be improving customer experience as much as possible since, according to customer experience consulting firm […]

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Nov 21, 2017

Comparing Contact Center Solutions: Fees, Features and Further Reading

Posted In: business performance, Inbound, News, Outbound, Scalability Author: Adam Dummar

As an executive at your company, you think about how money is made and lost. And, if in charge of company-wide technology investments, the pressure to deliver affordable, effective contact center solutions can be intense—hasty choices can lead to imminent financial losses or limited utility. The following three lines of enquiry can help sort good, […]

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Jul 28, 2017

How Cloud Contact Center Solutions Could Empower the Canadian Contact Center Industry

Posted In: Call Center Solutions, Cloud Technology, Customer Service, Inbound, Now Trending, Switch to the Cloud Author: Darrin Bird

The outlook for Canada’s general and contact center industries present an interesting picture. The country claims higher corporate profits in spite of a still-slumped economy. Meanwhile, Canadian GDP is expected to grow this year (exports have already risen) even as analysts warn the housing market poses a sizable risk. Also of note, Canada possesses a […]

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Jun 20, 2017

How to Maximize Call Center Efficiency with Blended Call Flows

Posted In: Inbound, Outbound Author: Mckay Bird

Call center efficiency translates to better margins and profits, explaining why collections agencies and customer service departments pursue ever-more efficient agents and operations. A smart method to achieve optimal call center efficiency happens with blended call flows. The process “blends” inbound and outbound calling initiatives, producing productivity and efficiency gains across your call center, agency, […]

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Jan 24, 2017

Finding an Optimal Cloud-Based Contact Center Solution

Posted In: Call Center Solutions, Cloud Technology, Inbound, Mckay Bird, Outbound, Predictive Dialing Author: Mckay Bird

Technology purchases are always weighty decisions. Buying a cloud-based contact center solution is no exception. While cloud-based services, including the well-known SaaS and IaaS, can save time, money, and effort, you probably want some guarantees. You, after all, need a platform that enhances productivity, increases efficiency, and cuts down on operational expenses. To make the […]

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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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Nov 10, 2016

How Better Data Insights Improve Call Center Operations

Posted In: Business Intelligence, Call Center Solutions, Call Centers, Inbound Author: Charlie Jergins

You know the saying: insanity is doing the same thing over and over again and expecting a different result. Some attribute it to Einstein, but in any event, as with most wise sayings, it applies to almost anything. For our purposes today, we are talking about call center business intelligence (BI). Think that’s a stretch? […]

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