May 21, 2019

How Predictive Is Your Call Center Sales?

Posted In: Call Centers, Predictive Dialing Author: TCN

Imagine a call center where the agents must talk to approximately 20 customers in order to make just one sale. Also, a high percentage of those telephone numbers provided would result in ‘no contacts.’ In order to cover the payroll, operating costs and to achieve profits, the company knew that each agent must close a […]

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May 13, 2019

The Journey Of A Business And The Role of A Contact Center In It!

Posted In: Call Centers, Case Study Author: TCN

Aarthi started up a business at home that sold specialty products made by the artisans of TamilNadu. At first, she ran her business from one of the spare bedrooms of her house with just one telephone line. She was the only employee and her job was mainly to identify and procure the stuff. She then […]

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Apr 30, 2019

TCN Launches New Natural Language Compliance Tool for Its Comprehensive Cloud Contact Center Platform

Posted In: Compliance, Natural Language Compliance, News, Press Author: TCN

St. George, Utah, April 30, 2019 — TCN, Inc., a leading provider of cloud contact center technology for enterprises, contact centers, BPOs and collection agencies worldwide, announced today the launch of Natural Language Compliance, a new addition to TCN’s existing, robust Compliance Suite. TCN’s new intuitive natural language tool enables contact centers and compliance officers […]

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Apr 23, 2019

Meat And Potatoes: Jesse Bird CTO and Co-founder of TCN

Posted In: News, Press Author: TCN

Meat and Potatoes shines a light on the people in Silicon Slopes who get things done. Hosted by Silicon Slopes Director of Operations Garrett Clark and random interns we explore how, why, and when they get those things done, and why their work is the meat and potatoes of Utah’s tech community. In episode 33 […]

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increase agent productivity

Apr 15, 2019

Top 3 Tech-Savvy Strategies for Call Center Quality Monitoring

Posted In: Blog, call center quality monitoring, Compliance, TCPA, tcpa compliant, Uncategorized Author: Mckay Bird

Quality monitoring call centers is essential for many reasons. To make sure agents are doing their job effectively. To better understand customer needs. To identify issues with call equipment. And much more. The classic phrase, “This call may be recorded or monitored, for quality and training purposes” refers to quality monitoring call centers. We’re going […]

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blended call center

Apr 05, 2019

The Ultimate Blog for Using Call Center Metrics to Improve Agent Performance

Posted In: business performance, Call Centers, Customer Service, Outbound Author: Mckay Bird

You don’t know what you don’t measure. That is, you might have a general idea about call center performance. You could feel that agents are working well. However, you don’t know either of those two things with any sort of clarity. It’s all guesswork and gut instinct. Unfortunately, the qualitative method provides few, if any, […]

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Apr 03, 2019

TCN Receives 2019 CUSTOMER Magazine’s Product of the Year Award

Posted In: Awards, News, Press Author: TCN

St. George, Utah – April 3, 2019 — TCN, Inc., the leading provider of cloud contact center technology for enterprises, contact centers, BPOs and collection agencies worldwide, announced today that TMC, a global, integrated media company, named TCN’s Cloud Contact Center Platform as a 2019 CUSTOMER Product of the Year Award winner, presented by CUSTOMER […]

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Mar 25, 2019

4 Inbound Call Center Software Features that Shorten Handle Time

Posted In: Blog, Business Intelligence, Inbound, Outbound, TCN Features Author: TCN

How long should agents be on the phone with customers? As long as it takes to solve their problem…and not a second longer. There’s an important distinction between reducing handle time and improving handle time. Call centers can use different shortcuts and hacks to achieve a reduction in handle time. They can also just rush […]

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