Since March, as part of our continued commitment to our customers, TCN has announced additional improvements and features that have helped hundreds of call centers manage the work from home (WFH) model as well as improving overall call center efficiency. Did you see? TCN released its new internal chat application called Room 303. Managing the […]

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 […]

A good business knows that there is always room for improvement. That is especially true when it comes to your call center’s processes and results. You need to have access to all the information in order to find ways to save money and increase efficiency within your organization. TCN’s Business Intelligence (BI) provides features that […]

WHAT: Hosted by CallMiner, LISTEN™  2019 brings together industry-leading analysts, thought leaders and product experts to share tips and best practices for acquiring intelligence from customer interactions. This year’s annual event will feature several keynote speakers, more than 50 industry workshops and exchanges as well as demonstrations and breakout track sessions for contact center executives, […]

Keeping agents TCPA compliant is a constant struggle for managers. We actually wrote a whole post on some strategies managers can employ to keep agents TCPA compliant. And this is a deadly serious topic because the TCPA will hit call centers with big fines if they’re found to be noncompliant. According to the TCPA section […]

We all love predictions – and the pursuit of call center technology as a competitive edge – that gets the pulse racing. That’s why the Executive Vice President at TCN Inc., Darrin Bird, is sharing his predictions for the upcoming year. So, strap on your visionary goggles and have a look beyond the veil of […]