Episode 8: TCN’s 2025 UK Consumer Survey Highlights
Learn how to leverage multiple communication channels to boost your contact center's efficiency and enhance the customer experience from start to finish.
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TCN’s Resources: Your Go-To for All Things Contact Center
Welcome to the TCN Resource Center. Explore articles, guides, case studies and more that help you keep up on latest developments and ahead of the competition. Use the filter options below to easily find what you are looking for.
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Resources
Hold Queue Monitoring
Hold Queue Monitoring automates the wait on outbound calls, reconnecting agents only when a live human answers to maximize efficiency.
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Episode 7: Saving Money, One Agent at a Time
Are subtle inefficiencies secretly draining your contact center's budget? Find out how to solve this in this episode of TCN's CloudCast, and don't let wasted seconds turn into lost profits.
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Workforce Optimization: AI
TCN automatically transcribes every call, enabling keyword searches and concise summaries. Instantly analyze sentiment and scale QA with AI-driven scorecards.
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Workforce Optimization: Reporting
Use custom dashboards to drill from high-level insights down to specific transcripts. Analyze data by agent or scorecard question to drive targeted training improvements.
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Workforce Optimization: Scorecards
TCN’s WFO Scorecards offer customizable grading, centralized records, and AI-powered Smart Evaluations to ensure consistent, efficient QA.
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Workforce Optimization: Filters & Flags
TCN’s WFO Filters allow you to search recordings by metadata or specific transcript keywords. Automated flags highlight high-risk calls, ensuring you focus on what matters most.
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Workforce Optimization: Redaction
TCN uses AI and custom rules to automatically scrub PII and financial data from call recordings. Stay compliant and audit-ready without the complexity.
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Episode 6: Save Time and Do More with Chatbot Flows
TCN product specialist discusses core features of TCN’s Chatbot Flows and how it uses advanced automation to handle complex, unscripted customer issues.
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