call center management

Aug 10, 2020

Tips and Tricks for Call Center Management

Posted In: Cloud Call Center Software Author: Hannah Gardine

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 […]

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cloud based call center solutions

Aug 06, 2020

Why a Cloud-Based Call Center is the Next Step to Modernization

Posted In: Cloud Call Center Software Author: Marie Christenson

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 […]

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Call Center, Cloud-Based, Virtual Call Center

Jul 10, 2020

The Benefits of a Cloud-Based Virtual Call Center During COVID-19

Posted In: Cloud Call Center Software, COVID-19 Author: Hannah Gardine

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 […]

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Call Center, Cloud-Based, Customer Relationship, T-Mobile Outage

Jun 29, 2020

T-Mobile Outage: The Effects on Call Centers and Consumers

Posted In: Cloud Call Center Software, Now Trending Author: Hannah Gardine

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 […]

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speech analytics, transcription services

Jun 24, 2020

Looking Closer at Call Center Speech Analytics & Transcription Services

Posted In: Cloud Call Center Software, Speech Analytics Author: TCN

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 […]

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Agent SMS, Call center

Jun 19, 2020

Agent SMS: The Next Level of Efficiency for your Call Center

Posted In: Cloud Call Center Software Author: Hannah Gardine

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 […]

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Outbound Call Center Software, Call Center Solutions

Jun 16, 2020

Getting the Most out of Your Outbound Call Center Software

Posted In: Cloud Call Center Software, Outbound Author: Marie Christenson

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 […]

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Inbound Call Center

Jun 12, 2020

3 Call Center KPI That Refine Your Customer’s Experience

Posted In: Agent Efficiency, Cloud Call Center Software Author: Marie Christenson

Customer service plays a key role in a company’s growth and development. Although each industry and organization has its own way of reaching their goals, there are numerous Key Performance Indicators (KPI) that can help refine the customer experience. Today, we’re going to take a look at common issues that plague customer service calls and […]

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Jun 03, 2020

Call Center Technology to Keep Your Customers and Business Safe

Posted In: Cloud Call Center Software, COVID-19, Privacy & Data Security Author: Bryce Payne

Times Have Changed As times change, everyone’s lives and expectations of what’s “normal” shift accordingly. Where many people have recently needed to work from home due to COVID-19, several new challenges have surfaced for individuals and organizations. For call centers, accommodating home-based agents has been a learning process. One main concern that has arisen is […]

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Business Intelligence (BI)

May 28, 2020

The True Power of Having a Cloud Call Center Software

Posted In: Cloud Call Center Software Author: Marie Christenson

Call center work comes with a variety of challenges that require tact, flexibility, and sufficient resources. When examining the true power of a cloud-based system, there are a great deal of capabilities. Keep your organization in mind and see why the Cloud is a good fit for your call center. Set Up Your call center […]

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