Mar 19, 2018

How Automatic Call Distribution Increases Call Center and Agent Efficiency

Posted In: Agent Efficiency, Auto Dialing, Blog Author: TCN

If call center efficiency were a matter of bootstraps alone, many fantastic call center operations would be outpacing their competition – it’s an industry known for setting goals and achieving them. Heightened efficiency in a world of metrics and analytics, however, is not about sheer effort. The real trick is in finding the levers that […]

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Nov 17, 2017

Prevent Five Costly Mistakes in Contact Center Operations with the Cloud-Based Call Center

Posted In: Agent Efficiency, Call Center Solutions Author: Mckay Bird

Contact centers know treading on the TCPA and other privacy standards results in penalties and fines. Some organizations recover from these outcomes; others, particularly small operations, face risks ranging from bankruptcy to curtailing business development initiatives. Penalties and fines obviously hurt, but the question remains as to how much they hurt in hard dollars. Read […]

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Oct 27, 2017

How to Use Predictive Dialer Software and Business Intelligence to Improve TCPA Compliance

Posted In: Agent Efficiency, Blog, Business Intelligence Author: TCN

The previous post discussed how business intelligence helps executives and managers build better-functioning businesses and stronger communications with customers. This post examines functions of the cloud based call center, specifically, predictive dialer software. By employing the feature and complementing it with business intelligence, organizations can reach more customers and take steps toward better TCPA compliance. […]

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Jun 21, 2017

Accurate Agent Metrics Make or Break Modern Contact Centers

Posted In: Agent Efficiency, Call Centers Author: Darrin Bird

Some people wake up every morning thinking of numbers. They love numbers, figures, calculations, and metrics. They cherish what the numbers tell them about operational performance, employee or call center agent efficiency, and other business functions. To them, numbers make the world go round. Other people don’t like quantitative figures quite as much. They recognize […]

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May 05, 2017

10 Contact Center Trends Affecting Agent Employment in India

Posted In: Agent Efficiency, Call Centers, India Author: Darrin Bird

Technavio, a global technology research and advisory company, predicts solid growth for the contact center. Worldwide, the contact center could reach $9.7 billion by 2019, growing at a compound annual growth rate (CAGR) of over nine percent. India and other Asia-Pacific (APAC) countries participate in that growth; Technavio forecasts the APAC contact center market could […]

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Apr 07, 2017

Happy Call Center Agents are TCPA Compliant Agents

Posted In: Agent Efficiency, Compliance, TCPA Author: Mckay Bird

Call center rules and regulations for agents sometimes feel like a list of “thou shalt not’s.” Managers receive directives from federal and state governments. They, in turn, command call center agents to avoid certain practices and adhere to guidelines found within the Telephone Consumer Protection Act (TCPA), the Health Insurance Portability and Protection Act (HIPAA), […]

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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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Sep 01, 2016

Why Employee Engagement Is the Key to Staffing Your Contact Center

Posted In: Agent Efficiency, Call Center Solutions Author: Kerry Sherman

Employee engagement has been a hot topic the past few years and shows no signs of falling out of favor. But what is employee engagement? It’s a term that means a lot of things to a lot of people. David Mizne of 15Five might put it best when he defines employee engagement in this way: […]

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Apr 22, 2016

The Multichannel Call Center and Its Impact on Customer Service and Agent Efficiency

Posted In: Adam Dummar, Agent Efficiency, Call Center Solutions, Call Centers Author: Adam Dummar

When looking back on how technology has revolutionized communication, we often point out the physical changes. Who could fathom using some of the earliest forms of long distance communication methods such as smoke signals and carrier pigeons in today’s modern society?

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Jan 14, 2016

TCN Call Center Webinar: New Year, New Opportunities: What’s Your Call Center Resolution for 2016?

Posted In: Agent Efficiency, Business Intelligence, Webinar Author: TCN

St. George, Utah – January 14, 2016 – TCN, Inc., a leading provider of cloud-based call center technology for enterprise, contact centers, BPOs and collection agencies worldwide, will hold a free webinar titled, “New Year, New Opportunities: What’s Your Call Center Resolution for 2016?” on Thursday, January 28 at noon, MDT (2 pm, EDT). The […]

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