Employee happiness, engagement, and productivity are always central to a top-notch call center. Gallup, for example, reports only 15% of global employees feel engaged with their work, with average top numbers coming in at an average of 70%. The difference lies in how these organizations view employees and their responsibilities to them. Gallup says “exceptional […]

By 2020 customer experience will overtake price and product as the key brand differentiator for businesses, according to a report from Walker. If call centers aren’t actively trying to leverage call center technology to improve customer experience, they could start losing revenue to competitors. That’s why, in this post, we’ll detail 5 call center technologies […]

Workforce management (WFM) covers the activities involved in producing a productive, profitable workforce in the contact center. These activities include scheduling, forecasting, performance reviews, attendance records, timekeeping and day-to-day management. The final item sometimes proves difficult to manage. Call center volume and staffing needs change rapidly, often on a daily basis. But newer technologies like workforce […]

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 […]

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 […]

Ian Michiels at Customer Think suggests a marker of successful business intelligence (BI) lies in employee productivity. He isn’t wrong. His statement, however, raises questions about how to define positive productivity. In addition, his words relate to business intelligence generally rather than to call center business intelligence specifically. This article solves for both areas, examining […]

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 […]

Looking for a new call center platform can be time-consuming and confusing. TCN offers an incredible contact center platform—check out our case studies for some great customer success stories. However, when comparing the TCN and Amazon Connect platforms, it’s best to look carefully at what you get with the product upon successful implementation. AWS has […]

The ACA International Fall Forum & Expo advises, “The divisions in Washington and around the country are clear to see, but the key for any business is to stay focused on where policy changes may come.” To that end, the organization hosted several sessions and events meant to help businesses navigate the customer communications quagmire […]

The utility of legacy, on-premise contact center solutions seems to have peaked, and Avaya’s bankruptcy could be the unlikely death toll of that once-great industry. At least, corporate treasurer John Sullivan hints at that in his statement to Network World regarding Avaya’s bankruptcy. Sullivan said, “Over time, with the explosion of applications and software-as-a-service, together […]