Apr 24, 2017

Five Award-Winning Features of TCN Platform 3.0

Posted In: Business Intelligence, Compliance, TCN Features, VocalRx Author: Mckay Bird

Every year, the Technology Marketing Corporation (TMC), a global, integrated media company, awards the best of the best in teleservices, customer relationship management (CRM), and call centers. TCN gladly received one such award, the 2017 CUSTOMER Product of the Year. The award recognizes TCN’s efforts to improve the call center, which, in turn, enhance communications […]

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Apr 03, 2017

Five Takeaways from ACA International Spring Forum and Expo

Posted In: ACA, Agent Efficiency, Call Centers, cloud-based, Compliance, TCPA Author: Mckay Bird

Our Executive Account Manager Mike Gray recently attended the ACA International Spring Forum and Expo in Las Vegas. He came back with all sorts of ideas gleaned from the forum’s keynotes and breakout sessions. He also returned with some takeaways. A few were surprises. Others were expected. Regardless, all affect call center operations specifically and […]

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Mar 22, 2017

The Three Scariest Compliance Outcomes in Call Center History

Posted In: Call Center Solutions, Call Centers, Compliance, Customer Service, TCPA Author: Darrin Bird

Over the last decade, the number of filed Telephone Consumer Protection Act (TCPA) claims has increased. The reasons vary, but the common threads are two. One, consumers desire to protect their privacy and are much more aware of their rights. Two, businesses and organizations appear to have conducted calls and other communications in violation of […]

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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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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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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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Dec 21, 2016

Customer Spotlight: Increasing Collections and TCPA Compliance

Posted In: Call Center Solutions, Collections, Manually Approved Calling, TCPA Author: Mckay Bird

Every call center wants to increase collections. A challenge arises in doing so: TCPA compliance. The two factors seem at war with one another. But as a recent first- and third-party collection agency proves, TCN’s cloud-based call center technology brings peace between the two. The technology empowers call centers and collection agencies to not only […]

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Dec 19, 2016

5 Reasons to Use Business Intelligence at Your Call Center

Posted In: Business Intelligence, Call Center Solutions, Compliance Author: Blake North

People often speak of business intelligence (BI) in the same breath as “business performance improvement” (BPI) and “informed decision-making.” Both statements are true and entirely applicable to the modern call center. However, business intelligence holds other benefits for your call center or collections agency. We discuss a few of them here, alongside the aforementioned BPI […]

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Sep 16, 2016

Is Manually Approved Calling the Key to TCPA Compliance?

Posted In: Call Center Solutions, Call Centers, Cloud Technology, Compliance, Manually Approved Calling, Predictive Dialing, TCPA Author: Adam Dummar

With the electoral season in full swing, people hesitate to answer a call from an unknown number. Will they be asked for an opinion? Prompted to take a survey? Solicited for a donation? This is just one of many scenarios that consumers take to the Federal Communications Commission (FCC) and the umbrella of the Telephone […]

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