call center solutions

Mar 23, 2020

Call Center Solutions News: The Future of Call Centers

Posted In: Call Center Solutions Author: TCN

The subject of Artificial Intelligence (AI) stimulates almost endless human curiosity. What is AI?  What are its capabilities? Can AI be productive, or is it a fad? Authors have penned scores of stories exploring and speculating on all of these questions. Whatever becomes of AI, one fact is inevitable: AI is making a massive impact […]

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Call center software

Jan 31, 2020

Cloud-based Call Center Software That Reduces Overhead

Posted In: Blog, Call Center Solutions, Call Centers Author: TCN

Running and maintaining a call center is a monumental task. Explosive growth in consumer technology mandates the creation and utilization of a superior call center software platform that fully satisfies customers, business owners, and call center agents. This type of state-of-the-art contact center is modern and sophisticated enough to not only keep up with the […]

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Feb 27, 2017

Avaya’s Bankruptcy: Lessons in Future Proofing and Stable Scalability

Posted In: Call Center Solutions, Cloud Technology, Compliance Author: Mckay Bird

If you own a call center agency or oversee a customer service department, you may have used Avaya or followed news about the company. Avaya, a longstanding titan in the call center space with an especial focus on on-premise telephony technology, has filed for Chapter 11 protection. The company’s treasurer, John Sullivan, says the move […]

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Feb 24, 2017

Part 2: How Could the New Administration Affect Debt Collection and TCPA Compliance?

Posted In: Auto Dialing, Call Center Solutions, Collections, Compliance, News, TCPA Author: Darrin Bird

In our previous post, we discussed how net neutrality and privacy laws could affect call centers and call center technology, including cloud-based call center platforms. This week, we take a closer look at debt collection and TCPA compliance. Could the new administration affect them? A distinct possibility exists. Ajit Pai, the acting Federal Communications Commission […]

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Feb 22, 2017

Part 1: How Could the New Administration Impact Net Neutrality and Consumer Privacy?

Posted In: Collections, Compliance, Customer Service, TCPA, VOIP Author: Darrin Bird

Anyone involved in telemarketing or collections wonders what the new administration portends for the Federal Communications Commission (FCC). It’s an admissible concern. The FCC governs national and international communications on a number of channels, so changes to it could hugely impact call center regulations and practices. The most pressing issues number two: 1. Net Neutrality […]

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Feb 02, 2017

How to Navigate International Call Center Laws with Leading Call Center Solutions

Posted In: Call Center Solutions, Call Centers, Compliance Author: Kerry Sherman

According to a 2016 report from Willis Towers Watson, tech, media, and telecoms fear fines and penalties associated with regulations and data protection initiatives most. Their concern is understandable and likely held by the majority of business owners. Today’s companies encounter increased scrutiny and tighter regulatory climates, particularly if working overseas. The European Union’s (EU) […]

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Jan 25, 2017

Call Center Compliance Around the World

Posted In: Call Center Solutions, Call Centers, Compliance, TCPA Author: Mckay Bird

If your organization claims customers around the world, you likely already know that the rules of engagement for communications and telemarketing differ greatly. What the United States deems “okay” could land your brand in a heap of trouble in Germany or Japan. And it’s not as though you can feign ignorance or immunity when the […]

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call center software

Jan 10, 2017

Closed Loop Reporting: Why Your Business Success Hinges Upon It

Posted In: Business Intelligence, Call Center Solutions, Infographic Author: Dave Bethers

Business success doesn’t necessarily go to the bravest and strongest, although those qualities help. Business success goes to the analysts, the people who close the gaps, or loops, in their data streams. By implementing closed loop reporting, they receive more detailed information about the entire business, from marketing and sales to customer service and call […]

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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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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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