call center customer service

Feb 15, 2019

4 Ways a Call Center ACD System Keeps Customers Happy

Posted In: ACD, Blog, Call Center Solutions, Inbound Author: TCN

Let’s face it: Customers don’t like calling customer service. Some even hate it. But what is it exactly, that people don’t look forward to when contacting a call center? Waiting. And not getting an answer to their question fast enough. So really…just waiting. To counteract this, call centers need to help customers get what they […]

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Nov 30, 2018

How ACD Call Center Software Overhauls the Customer Experience

Posted In: ACD, Predictive Dialing Author: TCN

Automatic Call Distribution (ACD) call center software is one of the core components of a well-oiled call center. Of all the tools call centers use to control the flow of outbound and inbound calls, ACD call center software is the central technology that helps lower average call center queue time. And this is crucial for […]

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Nov 27, 2018

3 Ways Interactive Voice Response (IVR) Keeps Agents on the Phone

Posted In: ACD, Agent Efficiency, IVR Author: TCN

MIT reports service-based businesses see higher customer satisfaction and retention rates when self-service meets customers’ actual needs. But if quality self-service IVR functions solve typical concerns and problems, what happens to a business’ call center agents? Do they keep a role in such a paradigm? Absolutely. While customers can handle a lot of routine items […]

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Sep 21, 2018

7 Ways ACD Call Center Tech Benefits Call Center Agents

Posted In: ACD, Agent Efficiency Author: TCN

How can call centers better serve their customers? Connecting customers with skill and intelligence with call center technology – specifically, ACD call center technology. We’ll cover what is, how it works, and how it benefits call center agents in today’s post. Let’s dive in. What is ACD? Automatic Call Distribution is a call routing system […]

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Feb 12, 2018

How Automatic Call Distribution Increases Call Center and Agent Efficiency

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

If call center efficiency were a matter of bootstraps alone, many fantastic call center operations would be outpacing their competition – it’s an industry known for setting goals and achieving them. Heightened efficiency in a world of metrics and analytics, however, is not about sheer effort. The real trick is in finding the levers that […]

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