Jul 10, 2020

Cost reduction in the time of great customer service and customer experience

Posted In: Customer Service, Retention, ROI Author: Uthaman Bakthikrishnan

A Customer case study of the online support experiences of 1000 UK adults revealed that 40% couldn’t get online answers to even the simplest questions. 100% of the respondents preferred to interact with a human being face-to-face. However, Chatbots came a close second where 85% of the respondents saw that as a blend of convenience […]

Read »

Jun 25, 2020

Are your agents leaving money on the table?

Posted In: Customer Service Author: Uthaman Bakthikrishnan

A 100-seater call center wasn’t doing well and their CEO thought that it is do with the quality of supervisors and managers that they had. He acted on it and decided to bring in some fresh blood. He engaged a headhunter and interviewed a bunch of seasoned supervisors. After a lot of deliberations and discussions, […]

Read »

blended call center

Apr 05, 2019

The Ultimate Blog for Using Call Center Metrics to Improve Agent Performance

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, […]

Read »

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 […]

Read »

Sep 14, 2018

5 Call Center Technologies That Improve Customer Experience

Posted In: Cloud Technology, Customer Service Author: TCN

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 […]

Read »

Jan 12, 2018

Take Advantage of Leading Cloud-Based Call Center Technology with TCN’s 7 Free Demos

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 […]

Read »

business intelligence

Jan 11, 2018

Comparing the Drawbacks and Advantages of On-Premise and Cloud-Based Contact Centers

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 […]

Read »

business intelligence

Sep 27, 2017

10 Tips to Reach More Clients with Your Cloud Based Call Center

Posted In: BPO, Business Intelligence, business performance, Customer Service Author: TCN

Some businesses and organizations make huge gains when they employ cloud contact center solutions, easily reaching more clients and subsequently benefiting from increased collections, profits, and loyalty. Other entities struggle. The difference can be explained in one word: implementation. How you use any technology, including a cloud based call center, determines the final outcome. If you […]

Read »

Jul 28, 2017

How Cloud Contact Center Solutions Could Empower the Canadian Contact Center Industry

Posted In: Call Center Solutions, Cloud Technology, Customer Service, Inbound, Now Trending, Switch to the Cloud Author: TCN

The outlook for Canada’s general and contact center industries present an interesting picture. The country claims higher corporate profits in spite of a still-slumped economy. Meanwhile, Canadian GDP is expected to grow this year (exports have already risen) even as analysts warn the housing market poses a sizable risk. Also of note, Canada possesses a […]

Read »

call center customer service

Apr 17, 2017

5 Ways to Guarantee Success in the Customer Service Call Center

Posted In: Call Centers, Customer Service Author: TCN

With the high price of understaffing—like missing service level targets, high agent turnover, and more— customer service call centers often feel pressured to hire more agents or to increase the number of assigned shift hours. But size is no guarantee of success. A call center agency or department boasting filled seats doesn’t always translate into […]

Read »