tcpa compliance

Jan 27, 2020

4 Things A Call Center Should Be Doing For TCPA Compliance

Posted In: Blog, Mckay Bird, TCPA, tcpa compliant Author: Mckay Bird

It’s no secret that TCPA violations are popping up every day, and the cost of each is also skyrocketing. Since 1991, when the United States Congress enacted the TCPA, we have seen continually improved legislation for both call centers and consumers. However, the enactment of the TCPA has not eliminated all bad actors or violators, […]

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TCPA Compliance Image referee

Jan 24, 2020

Beyond TCPA Compliance: Enter the TRACED ACT

Posted In: Blog, Call Blocking, Mckay Bird Author: TCN

Call center managers everywhere know the U.S. FCC (Federal Communications Commission) keeps constant watch over them and their operations. The TCPA (Telephone Consumer Protection Act), passed way back in 1991, made it all possible. Now, almost 30 years later, the U.S. Congress continues increasing fines and penalties on companies that violate TCPA regulations. Because of […]

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image of strategy to improve call quality assurance

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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Oct 02, 2017

How TCN’s Cloud Contact Center Solutions Help Australian Contact Centers Turn into Customer Experience Hubs

Posted In: Business Intelligence, Call Center Solutions, Mckay Bird, News, TCPA Author: Mckay Bird

A convergence of forces (such as the Do Not Call Register, multiplying communication channels, offshoring, and technology adoptions) have many Australian contact centers wondering if their days are numbered. Justin Tippett of Contact Centre Central, an Australian-based resource for people working in contact centers, interviewed several executives in the contact center and business process outsourcing […]

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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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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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Dec 06, 2016

TCN CMO Mckay Bird Recognized as a 2017 SAMY Award Winner by Utah Business

Posted In: Awards, Mckay Bird, News, Press, Utah Author: TCN

St. George, Utah – December 6, 2016 – TCN, Inc.,a leading provider of cloud-based call center technology for enterprises, contact centers, BPOs, and collection agencies worldwide, today announced that Mckay Bird, chief marketing officer (CMO), has been named a 2017 Sales & Marketer of the Year by Utah Business Magazine. The fifth annual Sales and […]

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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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Sep 06, 2016

A Customer-Service Match: Outbound Notifications and Cloud-Based Call Center Technology

Posted In: Call Center Solutions, Customer Service, IVR, Mckay Bird, Outbound Author: Mckay Bird

The customer experience is the centerpiece of any call center. It makes for happy customers, and happy customers stay with you business and share their stories with friends and family. They become advocates for your brand, all because of a little thing known as customer service. But that little thing isn’t always easy for call […]

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healthcare call center

Apr 29, 2016

New Call Center Technology for the Healthcare Industry Can Improve Communication and Increase Revenue Across the Community

Posted In: Call Center Solutions, Call Centers, Healthcare, Mckay Bird, TCN Features Author: Mckay Bird

Healthcare providers face a number of demands on their time, from full days seeing patients to managing administrative tasks after the day is done. Adding to the burden is ensuring that effective patient communication is easy, cost-effective and efficient, which is a tall order for most organizations. In fact, a recent survey found that patients […]

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