Dec 15, 2018

5 Ways to Improve Agent Performance with Inbound Call Center Software

Posted In: Agent Efficiency, Blog, Inbound, Outbound Author: TCN

If agents aren’t performing well, neither is the call center. But agents can’t do all the work on their own. Check out the many ways inbound call center software improves agent performance through top-notch tech. 5 Ways to Improve Agent Performance Using Inbound Call Center Software Agent performance doesn’t solely depend on the agents themselves and […]

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Dec 02, 2018

Keep Agents Happy Using Call Center KPIs to Fight Agent Burnout

Posted In: Agent Efficiency, Collections Author: TCN

Agent burnout is a nasty problem – and no stranger to call centers around the world. It leads to high attrition rates, inconsistent employee experience and poor business results. But it doesn’t have to. By measuring call center KPIs, companies can reduce agent burnout and dramatically improve agent loyalty, company standing and performance. Here are […]

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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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Nov 02, 2018

3 Cloud Contact Center Software Secrets for Capacity Planning

Posted In: Agent Efficiency, IVR Author: TCN

Capacity planning can be very difficult and confusing for many call center managers and executives. How do call centers know who to schedule and when to schedule agents? That’s the central question surrounding capacity planning. Instead of using error-prone spreadsheets or complicated formulas and calculations, call centers can rely on cloud contact center software to […]

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Oct 19, 2018

How to Resolve Agent Needs with a Cloud Contact Center Solution

Posted In: Agent Efficiency Author: TCN

Call center agents have many needs. From needing to know more about customers to being trained on how to handle customers effectively. While managers play a critical role in catering to these needs, there’s only so much they can do before agents require the help of technology. That’s where cloud contact center solutions come into […]

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Oct 05, 2018

4 IVR Call Center Strategies for Painless, Efficient Customer Service

Posted In: Agent Efficiency, Customer Service, IVR Author: TCN

Interactive voice response (IVR) is usually a call center’s first contact point with a customer. Which is good, because according to Steven Van Belleghem, 40% of customers prefer self-service over interacting with human agents. Not only that, but customers using some sort of self-service to solve their problems has increased from 67% in 2012 to […]

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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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Sep 14, 2018

Using Automation and Contact Center Software to Build Productivity and Agent Satisfaction

Posted In: Agent Efficiency, Auto Dialing Author: TCN

Contact center agents are on the frontlines of customer service. The better they do their jobs, the better the companies they work for perform in the market. Plus, better customer service can instantly separate a business from their competition. According to the Harvard Business Review, customers who enjoyed terrific customer service spend 140% more compared […]

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Aug 17, 2018

Turning Customer Issues into Sales with Call Center Software

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

Service and sales are two of the most important facets of operating a successful business. While each requires a separate set of core skills, leading companies leverage the power of agent training and call center software to merge these two customer-facing components. That makes a lot of sense; when support agents know everything about a […]

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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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