call quality assurance

May 26, 2020

Call Quality Assurance: Measuring What Matters

Posted In: Strategy Author: TCN

The world economy, let alone the contact center industry, has radically changed in the last couple of months. Now, all anyone thinks about is… lockdowns, quarantines, unemployment, and remote work. Customers need to feel cared for – they need to be understood now more than ever. Like all of us, they’re facing an uncertain and […]

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Inbound Call Center Agent

Apr 28, 2020

Inbound Call Center Agent 101: What Makes a Great Agent?

Posted In: Agent Efficiency, Cloud Call Center Software, Inbound, Strategy Author: TCN

It’s enough to make any veteran inbound call center manager despair. Managers probably try hard not to think about it. Because obsessing on it might keep them from serving who’s left. But it’s still a problem. And the truth is, it doesn’t have to be this way. We’re talking about the unparalleled high agent turnover […]

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Coronavirus Agent Call Center

Apr 10, 2020

TCN: The Solution For Call Center Agent Scaling During Coronavirus Pandemic

Posted In: COVID-19, Strategy Author: TCN

TCN’s Call Center Platform Enables Agents to Work On-site or At Home. The Coronavirus Pandemic is throwing everything upside down. Health & safety, the economy, unemployment, and even mental health have all been affected. Call centers are no exception. Thanks to TCN, businesses and call centers can build cultures and experience positive results—without spending thousands […]

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Mar 26, 2020

Using Outbound Call Center Software for Superior Customer Relationships

Posted In: Outbound, Strategy Author: TCN

Delivering an outstanding product has always been key to success, but today’s consumer no longer focuses only on price. They want ease, personalization, and speed. In a crowded competitive landscape, call centers can stand out by delivering a delightful experience with a few simple call center platform features. Today we’ll dig into these tools and […]

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Mar 18, 2020

Critical (But Honest) Call Center KPIs from Collections to Sales

Posted In: Collections, Strategy Author: TCN

Peter Drucker, visionary business consultant and “the founder of modern management,” said it best: “If you can’t measure it, you can’t improve it.” So how can executives and managers best measure total operational success, and what do they measure? Today, we’re take a big-picture overview, breaking down critical call center KPIs from collections to sales. […]

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Mar 17, 2020

Checklist for Using At-Home Agents In Your Call Center

Posted In: Business Intelligence, Strategy Author: TCN

Providing the best customer service is, no doubt, the top of the mind of every organization, especially during this time. As more call centers look to move their operations to the cloud, specifically at-home agents, they are quickly learning that it can be done easily and smoothly. To accommodate at-home agents, each agent will need […]

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Mar 16, 2020

Q&A: STIR/SHAKEN Technology

Posted In: Call Blocking & Labeling, Strategy Author: TCN

For client questions regarding STIR/SHAKEN, we recommend the following talking points, which are the highlights from the blog post that begins on the next page. What is STIR/SHAKEN? To help combat illegal calls from scammers, fraudsters, and other bad actors, industry standards groups developed STIR/SHAKEN to authenticate callers. How does STIR/SHAKEN work? STIR/SHAKEN relies on […]

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Mar 05, 2020

STIR/SHAKEN Technology: How It Will Impact Your Call Center

Posted In: Call Blocking & Labeling, Strategy Author: TCN

All the talk about STIR/SHAKEN (“Secure Telephony Identity Revisited”/“Secure Handling of Asserted information using toKENs”) has many companies wondering how it may impact their operations. Rest assured, TCN is taking active measures to prepare for STIR/SHAKEN’s implementation and minimize the burden on our clients. Importantly, our clients will not need to do anything to take […]

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Feb 27, 2020

5 Surprising Call Center Technologies to Stop Call Blocking Limbo

Posted In: Call Blocking & Labeling, Cloud Call Center Software, Strategy Author: TCN

Call centers everywhere are on high alert after President Trump signed The TRACED Act into law at the end of 2019. TRACED gives telecom companies the authority to provide cellular customers with a spoofed number alert, a de facto call block action through STIR/SHAKEN technology. Also, Google recently announced all of its Pixel phones will […]

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Feb 25, 2020

Top Tips: Call Center Customer Experience Best Practices

Posted In: Strategy Author: TCN

A modern business innovator famously said, “Customer service shouldn’t just be a department, it should be the entire company.” Who said this simple but profound quote? Tony Hsieh, founder of Zappos, consistently one of the highest-rated customer-oriented businesses. While call center directors and managers can endlessly focus on agent’s customer service levels, they can overlook […]

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