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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Feb 22, 2017

Part 1: How Could the New Administration Impact Net Neutrality and Consumer Privacy?

Posted In: Collections, Compliance, Customer Service, TCPA, VOIP Author: Darrin Bird

Anyone involved in telemarketing or collections wonders what the new administration portends for the Federal Communications Commission (FCC). It’s an admissible concern. The FCC governs national and international communications on a number of channels, so changes to it could hugely impact call center regulations and practices. The most pressing issues number two: 1. Net Neutrality […]

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Dec 14, 2016

The Five Best Metrics for Quality Management in the Call Center

Posted In: Call Center Solutions, Call Centers, Cloud Technology, Mckay Bird Author: Mckay Bird

Quality control, quality assurance, quality management…a lot of “quality” goes into the successful operation of a call center environment. Fortunately, managers don’t have to start from scratch when it comes to defining critical metrics. Many established call center metrics, including average call handle times and calls per hour, remain relevant today. Managers should still look […]

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Dec 08, 2016

Five Times You Wish You Had a Call Center Platform

Posted In: Call Center Solutions, Call Centers, Cloud Technology, Customer Service, Inbound Author: Bob Myers

Staying in contact with customers regularly often proves challenging. Keeping the business running smoothly day-to-day requires a great deal of tasks—so much so that customer service can sometimes become a low-priority item. Add the “on-demand” element, and the difficulty increases. Customers want answers, solutions, products, services, et cetera, and they want them all now. They […]

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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 17, 2016

6 Tips to Maximize Your Call Center Solution and Increase Collections

Posted In: Call Center Solutions, Call Centers, Compliance, Manually Approved Calling, Terrel Bird Author: Terrel Bird

Debt collection might not win any prizes as a glamorous task, but it is a necessary one. It keeps your business running smoothly and, if thought about objectively, helps people retain or improve their credit scores. Paying off debt is good for everyone, but it can sometimes proves a rough and tough endeavor. Customers have […]

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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 25, 2016

The Top 5 Industries Capitalizing on Call Center Software

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 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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Oct 13, 2016

Combat These Common Customer Service Challenges by Empowering Your Call Center Team

Posted In: Call Center Solutions, Call Centers, Cloud Technology, Customer Service, Inbound, IVR, News, Terrel Bird, VocalRx Author: Terrel Bird

Providing excellent customer service is a top goal for many – if not most – companies. While there are some intangibles that come into play, for example, some employees excel at making connections with customers and smoothing over difficult situations, there are also many ways to arm your team to ensure that everyone feels empowered […]

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