cloud call center technology

May 25, 2018

TCN Improves Customer Insights with Its Cloud Call Center Platform

Posted In: Call Center Solutions, Cloud Technology Author: TCN

Recently, TCN introduced several updates for its cloud call center platform with more to be rolled out throughout 2018. Here is a brief recap of their latest call center technology updates, all of which offer opportunities to enhance customer relationships and improve business analytics and insights. 1. Speech Analytics Enhance Cloud Call Center Platform Speech […]

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May 18, 2018

Call Center Metrics: The Divining Rod of Performance and Quality

Posted In: Business Intelligence, Call Center Solutions, SaaS Author: TCN

Some call center execs “know in their gut” whether or not their business is succeeding. For the rest of us, a mystical connection to the building and employees wasn’t in the cards. To close the gap from palm-reader to big-data guru, start with a foundation of metrics. How do call center metrics help? The answer: […]

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call center kpi tools and tricks

May 11, 2018

Call Center Management Tools and Tricks

Posted In: Agent Efficiency, Call Center Solutions Author: TCN

Customer-centric communications should be no-brainers, particularly with the tools and best practices available today. And yet, customers still complain about poor customer service, long hold times, and cumbersome technology. All they want to do is make a monthly payment on their phone bill or car lease. But they can’t. They get caught in a never-ending […]

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