Apr 24, 2017

Five Award-Winning Features of TCN Platform 3.0

Posted In: Business Intelligence, Compliance, TCN Features, VocalRx Author: Mckay Bird

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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Jan 10, 2017

Closed Loop Reporting: Why Your Business Success Hinges Upon It

Posted In: Business Intelligence, Call Center Solutions, Infographic Author: Dave Bethers

Business success doesn’t necessarily go to the bravest and strongest, although those qualities help. Business success goes to the analysts, the people who close the gaps, or loops, in their data streams. By implementing closed loop reporting, they receive more detailed information about the entire business, from marketing and sales to customer service and call […]

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Dec 19, 2016

5 Reasons to Use Business Intelligence at Your Call Center

Posted In: Business Intelligence, Call Center Solutions, Compliance Author: Blake North

People often speak of business intelligence (BI) in the same breath as “business performance improvement” (BPI) and “informed decision-making.” Both statements are true and entirely applicable to the modern call center. However, business intelligence holds other benefits for your call center or collections agency. We discuss a few of them here, alongside the aforementioned BPI […]

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Nov 22, 2016

Resolve to Implement Business Intelligence in your Call Center Technologies in 2017

Posted In: Business Intelligence, Call Center Solutions, Call Centers, Customer Service, Terrel Bird Author: Terrel Bird

2017 is right around the corner, and with a new year comes new resolutions. From people spending more time with family to maintaining a gym membership for longer than three months, we all want to start the new year off right, but, when it comes to resolutions in the call center, that’s a whole different […]

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Nov 10, 2016

How Better Data Insights Improve Call Center Operations

Posted In: Business Intelligence, Call Center Solutions, Call Centers, Inbound Author: Charlie Jergins

You know the saying: insanity is doing the same thing over and over again and expecting a different result. Some attribute it to Einstein, but in any event, as with most wise sayings, it applies to almost anything. For our purposes today, we are talking about call center business intelligence (BI). Think that’s a stretch? […]

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Nov 03, 2016

10 Reasons to Integrate Your Call Center Platform Data

Posted In: Business Intelligence, Call Center Solutions, Call Centers, Customer Service Author: Kerry Sherman

When it comes to your call center platform, data integration, when done right, can power more efficient operations and greater business profitability and growth. By investing in the process, you streamline connections between applications and data sources; reduce administrative and management resources; enable easy data delivery; and ensure data accuracy. The benefits prove profound; read […]

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Oct 18, 2016

How to Boost Call Center Agent Productivity with Business Intelligence

Posted In: Adam Dummar, Business Intelligence, Call Center Solutions, Call Centers, Cloud Technology, Customer Service Author: Adam Dummar

Business intelligence (BI) allows companies to form timely and knowledgeable decisions, making it a critical component to success in any environment, including the call center. With it, you can peer into individual agents’ performance, identify peak call times and match agents with calls for which they’re best suited. The end results are greater efficiency and […]

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