Episode 12: Navigating the Gray Areas of Customer Service
Can AI handle customer service "gray areas"? Jeff Toister talks about human judgment and the future of training the next generation of CX experts.
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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
Episode 11: AI’s Place In Contact Centers
CX expert Jeff Toister joins TCN to discuss his book "Human Service," The Skills AI Can't Replace, and avoiding the customer service "efficiency trap."
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Get Ahead with Strategic WFM Insights (UK)
For contact centres in the UK, watch to learn how Workforce Management (WFM) can give you access to your real-time adherence visibility, historical reporting dashboards and scheduling best practices, empowering you to improve overall efficiency.
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Using WFM Visibility to Anticipate and Act
TCN's Q2 WFM Webinar: It can be hard to keep track of your agents and know what they’re doing at any given moment. With Workforce Management (WFM), you’ll have access to real-time visibility with adherence, so you won’t have to wonder.
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Why You Should Port Your Inbound Numbers
Where your numbers are managed plays a big role in maintaining compliance and ensuring your messages get to your customers. That's why transferring your numbers to be managed through TCN via porting is a compliance and call-delivery strategy that positions your business on the right side of regulations.
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Protect Your Calls
Every outbound call your business makes now carries a digital trust score known as an attestation level. At the same time, carrier analytics engines are independently scoring your numbers based on calling patterns, consumer complaints and reputation data — and those signals shift as frequently as every 15 minutes.
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Driving Profit Through TCN
BPO Collections cut abandonment rates by 4.8% and increased customer survey responses from 40 to over 1,500 per month with TCN's WFM and BI tools.
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TCN + AI – Overview Brief
TCN Operator offers its in-house AI products to give you the edge your organization needs to recover more revenue, improve efficiency and stay ahead of constantly moving compliance regulations.
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AI Conversational Analytics Product Brief
What is said on a call can make or break a compliance audit or customer experience score – with TCN’s AI Conversational Analytics, all interactions and data are reviewed for you.
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