business intelligence

Mar 15, 2019

Quick Start to Using BI in Customer Retention Strategies

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

Everything needs that special something to grow. Plants need water and sunshine. Humans need great food, clean water and abundant plants. Businesses… They need customers. As many as they can get. But unlike plants and humans, they don’t have to constantly replenish themselves. Once a business gets a customer, they could potentially keep them (and […]

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ACD call system cloud contact center platform

Mar 01, 2019

4 Ways an ACD System Shortens Call Time and Increases Agent Availability

Posted In: Blog, Call Center Solutions, IVR Author: TCN

What are 2 ways to optimize call centers? Shorten call times and increase agent availability. Simple. But not easy. Unless… Call centers have the right technology. Something like… A piece of software that intercepts calls and automatically moves callers to the right place or the right agent. That’s precisely what an ACD system can do. […]

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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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Sep 28, 2018

3 Case Studies Showing the Benefits of Migrating to Call Center Software

Posted In: Call Center Solutions, SaaS Author: TCN

Research and Markets reported that “the contact center software market size is expected to grow from USD 17.65 billion in 2018 to USD 35.32 billion by 2023, at a Compound Annual Growth Rate (CAGR) of 14.9%.” What’s driving this growth? According to the same forecast, “enhanced customer experience through multiple channels, such as voice, video, […]

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Sep 07, 2018

3 Ways Call Center Software Can Improve Your TCPA Compliance

Posted In: Call Center Solutions, Compliance, TCPA Author: TCN

Businesses that aren’t TCPA compliant run a high risk of being sued. According to The Association of Credit and Collection Professionals (ACA International): “TCPA litigation has consistently increased year-after-year. Between 2010 and 2016 there was a 1,273% increase in litigants; between 2015 and 2016 alone the total number of litigants increased 32%.” Even though these […]

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Aug 24, 2018

Choosing a Contact Center Solution to Modernize Your Customer Support

Posted In: Call Center Solutions, call recording, Predictive Dialing Author: TCN

Cloud technology has revolutionized every aspect of modern business and contact centers are no exception. While many businesses still rely on outdated, expensive to maintain hardware dialers, their competitors are quickly gaining market share by adopting modern contact center solutions. Why is that? Because, according to a Price Waterhouse Coopers report, “59% [of customers] will […]

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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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cloud call center software

Jul 13, 2018

How Newspapers Build Subscriptions with Cloud Contact Center Solutions

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

Newspapers remain a trusted source of news, especially among those hungry for informative articles and thoughtful op-eds. Readers are also ravenous for balanced opinions backed by research, timely news about politics, culture and events that matter to them. But how does one attract and convert them into paying subscribers. To accomplish this goal, newspapers turn […]

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Jun 01, 2018

How Can Updated Call Monitoring and Speech Analytics Help My Business?

Posted In: Call Center Solutions, SaaS Author: TCN

Call monitoring software can seem insignificant when compared to features like blended call flows, dynamic agent scheduling, and interactive voice response (IVR). But that insignificance is a myth. Call monitoring and recording software offers huge benefits. And, combined with Speech Analytics, those benefits multiply for agents and the bottom line. Speech Analytics Delivers Insight on […]

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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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