Mar 25, 2019

4 Inbound Call Center Software Features that Shorten Handle Time

Posted In: Blog, Business Intelligence, Inbound, Outbound, TCN Features Author: TCN

How long should agents be on the phone with customers? As long as it takes to solve their problem…and not a second longer. There’s an important distinction between reducing handle time and improving handle time. Call centers can use different shortcuts and hacks to achieve a reduction in handle time. They can also just rush […]

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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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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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blended call center

Mar 13, 2017

How to Use Call Center Metrics to Improve Agent Performance

Posted In: business performance, Call Centers, Customer Service, Outbound Author: Mckay Bird

You don’t know what you don’t measure. That is, you might have a general idea about call center performance. You could feel that agents are working well. However, you don’t know either of those two things with any sort of clarity. It’s all guesswork and gut instinct. Unfortunately, the qualitative method provides few, if any, […]

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Mar 10, 2017

Will Outbound Call Automation Help My Call Center?

Posted In: Call Centers, Compliance, Outbound, TCPA Author: Darrin Bird

Outbound call automation holds benefits for call center agencies and companies with a call center department. However, many executives worry that the tactic will rain down the wrath of consumers, the Federal Trade Commission (FTC), and the Federal Communications Commission (FCC). Perhaps you share that concern. You have a right to. Changes with the Telephone […]

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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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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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