Mar 25, 2019
Posted In: Blog, Business Intelligence, Inbound, Outbound, TCN Features
Author: TCN
How long should agents be on the phone with customers? As long as it takes to solve their problem…and not a second longer. There’s an important distinction between reducing handle time and improving handle time. Call centers can use different shortcuts and hacks to achieve a reduction in handle time. They can also just rush […]
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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 01, 2019
Posted In: Blog, call center kpi, TCN Features, TCPA
Author: TCN
Want a high-functioning call center? Then measure KPIs. Without KPIs call centers have few metrics to measure performance. Without business intelligence and proper management strategies, improvement in call centers can fizzle out. But with call center KPIs, they’re able to improve agent performance, decrease costs, increase customer satisfaction, and overall enhance productivity. Plus, KPIs help […]
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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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Sep 25, 2017
Posted In: Call Center Solutions, News, Scalability, Switch to the Cloud, TCN Features
Author: TCN
Businesses might be looking for a cloud based call center that enhances inbound calls to improve customer satisfaction and increase customer loyalty. Then again, they might need a call center platform that helps agents adhere to current standards and regulations, particularly when making outbound calls to sell products or collect payments. Maybe they need a […]
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Apr 24, 2017
Posted In: Business Intelligence, Compliance, TCN Features, VocalRx
Author: TCN
Every year, the Technology Marketing Corporation (TMC), a global, integrated media company, awards the best of the best in teleservices, customer relationship management (CRM), and call centers. TCN gladly received one such award, the 2017 CUSTOMER Product of the Year. The award recognizes TCN’s efforts to improve the call center, which, in turn, enhance communications […]
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Oct 25, 2016
Posted In: Call Center Solutions, Call Centers, Cloud Technology, Customer Service, TCN Features, VocalRx
Author: TCN
Call centers and related technologies once came with hefty price tags. As a result, only the largest of enterprises and retailers could implement and benefit from them. Today’s solutions, many of them cloud-based and offered as Software-as-a-Service (SaaS), feature more affordable pricing tiers. The effects have been profound. More small- and medium-sized businesses invest in […]
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Oct 20, 2016
Posted In: Call Center Solutions, Call Centers, Cloud Technology, Customer Service, TCN Features
Author: TCN
Increased sales and company expansion, either into new verticals or geographic market through a merger, are wonderful realities. However, they also sometimes produce inefficiencies and friction points in the call center that prevent businesses from realizing their full potential. Rather than growth and profitability rising steadily, the two fluctuate, putting businesses on a roller coaster […]
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Apr 29, 2016
Posted In: Call Center Solutions, Call Centers, Healthcare, Mckay Bird, TCN Features
Author: TCN
Healthcare providers face a number of demands on their time, from full days seeing patients to managing administrative tasks after the day is done. Adding to the burden is ensuring that effective patient communication is easy, cost-effective and efficient, which is a tall order for most organizations. In fact, a recent survey found that patients […]
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Oct 13, 2015
Posted In: Business Intelligence, Call Center Solutions, Call Centers, Cloud Technology, Competitive Analytics, Dave Bethers, SaaS, TCN Features
Author: TCN
It’s no secret that data analysis can provide many useful insights to businesses, but gathering, analyzing and then implementing changes based on data can be difficult. Competitive analytics gives you real-time business intelligence, analytics and reporting through easy-to-navigate and customizable dashboards. Eliminating the Hurdles While the consensus is that business data analysis is important to […]
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