Jan 28, 2016

How NORAD’s One-day Call Center Helped Keep Tabs on Santa

Posted In: Call Center Solutions, Call Centers, Mckay Bird, News Author: Mckay Bird

While not a creature was stirring last Christmas Eve, the North American Aerospace Defense Command (NORAD) call center was a hotbed of activity. Volunteer staff had been gearing up for weeks at the impromptu call center in anticipation of what they knew would be a marathon 24-hour frenzy of calls.

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Jan 25, 2016

Business Intelligence: Is Your Call Center Equipped to Move Past Spreadsheets?

Posted In: Call Center Solutions, Call Centers, Cloud Technology, Dave Bethers Author: Dave Bethers

In the past, spreadsheet-driven analytics dominated old-school private branch exchange (PBX)-based call centers. With new advances in call center technology, including the development of business intelligence (BI) software, spreadsheets are slowly becoming a thing of the past.

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Jan 20, 2016

TCN Awarded 2016 CUSTOMER Magazine Product of the Year Award

Posted In: Awards, News, Press Author: TCN

St. George, UT, January 11, 2016 — TCN, Inc., a leading provider of cloud-based call center technology for enterprises, contact centers, BPOs and collection agencies worldwide, announced today that TMC, a global, integrated media company, has named Platform 3.0 as a 2016 CUSTOMER Product of the Year Award winner. TCN Platform 3.0 is an advanced […]

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Jan 19, 2016

Business Intelligence for Call Centers: Competitive Analytics

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

An important, but often overlooked, aspect of any successful business is a thorough competitor analysis. While call centers should primarily focus on developing an excellent product and maintaining outstanding customer service, they can also benefit from an exploration and analysis of what their competitors are doing in the marketplace.

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Jan 14, 2016

Phone Survey Strategies that Deliver the Best Results

Posted In: Call Center Solutions, Call Centers, Mckay Bird, News, Outbound Author: Mckay Bird

Successful phone survey research involves a dedication of time, effort and a well-thought out strategy. To get the best possible results, it makes sense to do as much research as possible ahead of time , so you’re well prepared before administering the survey.

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TCN Call Center Webinar: New Year, New Opportunities: What’s Your Call Center Resolution for 2016?

Posted In: Agent Efficiency, Business Intelligence, Webinar Author: TCN

St. George, Utah – January 14, 2016 – TCN, Inc., a leading provider of cloud-based call center technology for enterprise, contact centers, BPOs and collection agencies worldwide, will hold a free webinar titled, “New Year, New Opportunities: What’s Your Call Center Resolution for 2016?” on Thursday, January 28 at noon, MDT (2 pm, EDT). The […]

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Jan 11, 2016

Tackling the First Call Resolution (FCR) Metric for Call Centers

Posted In: Call Center Solutions, Call Centers, Cloud Technology Author: Jon McDonald

In terms of tracking metrics for commercial call centers, the importance of First Call Resolution (FCR) cannot be overstated. As a metric for measuring how many customer issues are resolved on the first call, a high FCR rate is a sign of an effective and properly trained agent workforce.

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Jan 06, 2016

Collection Agencies: Are You Ready to Maximize Tax Season?

Posted In: Call Center Solutions, Call Centers Author: Bryce Payne

With the promise of a potential refund looming, many consumers might actually be looking forward to tax season—which generally begins in mid-February and continues through the end of May—to take advantage of the extra funds and pay off some bills. According to research from the National Retail Federation, nearly 40 percent of consumers anticipate using […]

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