May 21, 2019
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
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 05, 2019
Posted In: business performance, Call Centers, Customer Service, Outbound
Author: TCN
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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Mar 08, 2019
Posted In: Blog, Call Centers, Switch to the Cloud, TCN Features, TCPA
Author: TCN
TCPA compliance isn’t just good business sense… It’s good financial sense, too. Due to statute and regulation ambiguities, call centers nationwide are frequently hit with steep TCPA penalties.. And there are numerous examples of this happening (which we’ll get into later). Before we get into that, we want to take a stroll through the TCPA […]
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Feb 22, 2019
Posted In: Blog, Call Centers, TCPA
Author: TCN
Violating the Telephone Consumer Protection Act (TCPA) could land call centers in some hair-raising legal waters. Consumers can now file class-action lawsuits for violations such as: “Robocalls, or robotexts, to collect between $500 and $1,500 per call or text. The TCPA also lets consumers take legal action against telemarketers who don’t honor the national do-not-call […]
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Feb 05, 2018
Posted In: Call Center Solutions, Call Centers, News
Author: TCN
As businesses and organizations set goals and make plans for 2018, they may wonder what trends will impact their communications and call center technology. Several developments could impact the two, ranging from the repealed net neutrality regulations to the shifting role of the call center agent. To help businesses prepare for the future, TCN covers […]
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Jan 15, 2018
Posted In: Business Intelligence, Call Center Solutions, Call Centers, News, Now Trending
Author: TCN
Here are five 2017 trends and events to consider as you plan your 2018 call center operations strategy. Keep an eye out for big picture realities and how they have affected your call center, and you’ll be able to better manage or leverage similar events in 2018. Avaya Declares Bankruptcy In the spring, Avaya, an […]
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Jan 12, 2018
Posted In: Call Center Solutions, Call Centers, Cloud Technology, cloud-based, Competitive Analytics, Customer Service, News
Author: TCN
The best cloud-based contact center technology exceeds your expectations. TCN aims to be that best provider with its free demos. These demos demonstrate the full platform, giving you a glimpse of what your communications and debt collections could look like long-term. To give you an idea of what to expect, here are seven platform features […]
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Jan 11, 2018
Posted In: Call Center Solutions, Call Centers, cloud-based, Customer Service, News
Author: TCN
Selecting contact center software for your business frequently turns into a complex purchasing decision. It first requires an understanding of the technology and its purpose. However, the decision also demands another input: your company stakeholders. Convincing them is no easy feat. You’ll need to provide detailed information about the technology and its impact on different […]
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Oct 24, 2017
Posted In: Business Intelligence, Call Center Solutions, Call Centers, cloud-based, News, TCN Features, TCPA
Author: TCN
Keeping in touch with customers usually reigns as a top concern for any organization, be it a B2C, B2B company or nonprofit. Regular communication keeps brands “top of mind” and often delivers greater customer satisfaction and loyalty. But that’s where the challenge comes in. Customers want “right-now” communications that cater to their interests and personalities. […]
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