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: Mckay Bird

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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Jan 23, 2019

How Call Center Platforms Increase Agent Happiness

Posted In: Blog, Cloud Technology, Inbound Author: TCN

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 […]

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Jul 27, 2018

How Contact Centers Are Streamlining Workforce Management

Posted In: Cloud Technology, SaaS Author: TCN

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 […]

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Mar 19, 2018

How Automatic Call Distribution Increases Call Center and Agent Efficiency

Posted In: Agent Efficiency, Auto Dialing, Blog Author: TCN

If call center efficiency were a matter of bootstraps alone, many fantastic call center operations would be outpacing their competition – it’s an industry known for setting goals and achieving them. Heightened efficiency in a world of metrics and analytics, however, is not about sheer effort. The real trick is in finding the levers that […]

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Feb 12, 2018

How Automatic Call Distribution Increases Call Center and Agent Efficiency

Posted In: ACD, Agent Efficiency, Call Center Solutions Author: TCN

If call center efficiency were a matter of bootstraps alone, many fantastic call center operations would be outpacing their competition – it’s an industry known for setting goals and achieving them. Heightened efficiency in a world of metrics and analytics, however, is not about sheer effort. The real trick is in finding the levers that […]

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increase agent productivity

Apr 03, 2017

Five Takeaways from ACA International Spring Forum and Expo

Posted In: ACA, Agent Efficiency, Call Centers, cloud-based, Compliance, TCPA Author: Mckay Bird

Our Executive Account Manager Mike Gray recently attended the ACA International Spring Forum and Expo in Las Vegas. He came back with all sorts of ideas gleaned from the forum’s keynotes and breakout sessions. He also returned with some takeaways. A few were surprises. Others were expected. Regardless, all affect call center operations specifically and […]

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Mar 22, 2017

The Three Scariest Compliance Outcomes in Call Center History

Posted In: Call Center Solutions, Call Centers, Compliance, Customer Service, TCPA Author: Darrin Bird

Over the last decade, the number of filed Telephone Consumer Protection Act (TCPA) claims has increased. The reasons vary, but the common threads are two. One, consumers desire to protect their privacy and are much more aware of their rights. Two, businesses and organizations appear to have conducted calls and other communications in violation of […]

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healthcare call center

Mar 15, 2017

7 Tips to Increase Patient Payments in 2017

Posted In: Call Centers, patient payments, VocalRx Author: TCN

For medical practices, patient payments, or accounts receivable, are an indicator financial health. The low or high number of outstanding bills demonstrates how well the revenue cycle is performing. The number also identifies factors in need of improvement. Such elements include patient payment policies and internal collections processes. They also encompass ongoing communication with patients, […]

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Mar 10, 2017

Will Outbound Call Automation Help My Call Center?

Posted In: Call Centers, Compliance, Outbound, TCPA Author: Darrin Bird

Outbound call automation holds benefits for call center agencies and companies with a call center department. However, many executives worry that the tactic will rain down the wrath of consumers, the Federal Trade Commission (FTC), and the Federal Communications Commission (FCC). Perhaps you share that concern. You have a right to. Changes with the Telephone […]

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Mar 08, 2017

The Top 7 Security Trends in the Call Center Industry for 2017

Posted In: Call Center Solutions, Call Centers, Compliance, cyber security, data security Author: Kerry Sherman

The call center, be it a department or agency, works with data every minute of every day. Thus, it cares deeply about data security and privacy. Safeguarding information ensures the organization’s longevity. Customers, clients, and patients, after all, won’t stay long with an organization that fails to keep their personally identifiable information (PII) private and […]

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