Expectations are a part of life. Everyone has them, and everyone in the business world does their best to meet the expectations of consumers. As a call center manager, exceeding customer expectations is the ultimate goal. Customer expectations have changed dramatically as a result of the COVID-19 pandemic. As customers are staying home more often, […]

Being connected with others is important now, more than ever. From emails and phones to texts and video chat, technology has made it possible to connect with people anywhere and anytime. Contact centers are not excluded from the technology trend. Having a virtual call center makes it possible to perform everyday operations from everywhere. Agents […]

Data and business intelligence reporting is becoming more crucial to how a call center operates and makes critical decisions. Day in and day out, managers and business owners are swamped with endless amounts of data points, agent dispositions, transactions, call recordings, IVR, average handle and hold times, and the list goes on. Gathering and analyzing […]

Call center managers every day are met with many questions. Still, one that pops into their minds is, how can they keep their call center agents engaged and motivated while handling necessary KPIs and expectations? Here is a breakdown of tips and tricks from TCN for managers to implement in their call center to improve […]

Have you ever had your cell phone break unexpectedly? Not only is it an inconvenience to go through the process of getting a replacement phone, but having that sinking realization that your contacts and photos had not been backed up is just the cherry on top. Nobody likes losing precious memories or information, which is […]

Everyone has heard the idea that artificial intelligence will be the leading workforce of the future one day. While people aren’t turning to robotics quite yet, transitioning to a virtual call center has become a reality for many — thanks to COVID-19. Managers are now undertaking the challenge of maintaining operations remotely and finding that […]

T-Mobile Outage It looks like a software engineer in Silicon Valley might have tripped over the power cord again… Nobody can fully prepare for a crisis. However, when one does occur, organizations can do their best to use it as an opportunity to improve their processes and customer service. Recently, T-Mobile experienced a global outage […]

When it comes to the success of a business call center, speech analytics tools are among the most essential that any business can utilize. Speech analytics instruments, including transcription services, can more readily help you reach goals. What Is Speech Analytics? Speech analytics is the process of examining recorded calls to gather vital customer information […]

As part of TCN’s leading cloud-based technology, Agent SMS is another aspect of the TCN solution. As technology is always trending towards easier solutions, Agent SMS has become one of TCN’s most relevant and efficient features. Statistics have predicted that by 2020, 48.7 million consumers will opt-in to receive business SMS. Recent technology trends should […]

It’s no secret that contact center managers could use all the help they can get when it comes to organizing, cutting costs, and improving productivity. With so many moving pieces in a call center, it’s vital for employers to increase their visibility on business metrics to make informed decisions. Having a system that keeps your […]