call center software

May 31, 2017

How Interactive Voice Response Boosts First Call Resolution and Customer Satisfaction Rates

Posted In: IVR Author: Mckay Bird

Most people likely connect interactive voice response (IVR) systems with inbound calls. Customers or patients call into a call center, customer service department, or collections agency. Once connected with the IVR system, the individual interacts with it and either performs an action, such as paying bills or updating contact information, or requests to be connected […]

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May 30, 2017

TCN Recap: National Healthcare Collectors Association Spring Conference

Posted In: FCRA, FDCPA, News, TCPA Author: Bryce Payne

The National Healthcare Collectors Association (NHCA) held its 47th Annual Spring Conference recently in Scottsdale, Arizona. We attended many sessions and networked with a number of people in the healthcare collections industry, leaving with takeaways and insights into common collection agency struggles. In particular, we garnered significant information related to technology and compliance concerns. Healthcare […]

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May 23, 2017

TCN Unveils AgentSMS, a New SMS Texting Feature for Its Advanced Cloud-based Contact Center Platform, Platform 3

Posted In: News, Press, SMS Author: TCN

St. George, Utah – May 23, 2017 – TCN, Inc.,a leading provider of cloud-based call center technology for enterprises, contact centers, BPOs and collection agencies worldwide, announced today the launch of AgentSMS, a new SMS texting feature for its cloud-based contact center platform, TCN Platform 3.0. With AgentSMS, contact center agents and customer service professionals […]

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May 22, 2017

How Do Call Center Regulations Work in India’s Contact Centers?

Posted In: Call Centers, India, News Author: Mckay Bird

India, like the United States and the European Union (EU), regulates and oversees telemarketing and contact center operations. But who is the entity that guides regulation? And what call center regulations impact India’s contact centers? Here’s what you need to know about India and its contact centers. Meet the Contact Center’s Telecom Regulatory Authority of […]

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May 12, 2017

How Customer Auto Payment Solutions Improve the Contact Center

Posted In: autopay, Call Centers Author: Mckay Bird

What if you knew of a single, easy solution to increase customer satisfaction and revenue? Would your contact center take advantage of it? You most likely would. While no single call center feature is a silver bullet, one can still grow customer loyalty and commitments to pay with auto payment, or autopay. Combining it with […]

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May 08, 2017

How Voice Recognition Software Benefits Call Centers

Posted In: Call Centers, IVR Author: Mckay Bird

Common call center platform features range from skill-based routing to smart, predictive dialers. In relation to voice, the features number two: interactive voice response (IVR) and voice recognition software. The first allows callers to reach agents in specific departments and can even prepare agents for those interactions. The second relates to basic transcription services — […]

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May 05, 2017

10 Contact Center Trends Affecting Agent Employment in India

Posted In: Agent Efficiency, Call Centers, India Author: Darrin Bird

Technavio, a global technology research and advisory company, predicts solid growth for the contact center. Worldwide, the contact center could reach $9.7 billion by 2019, growing at a compound annual growth rate (CAGR) of over nine percent. India and other Asia-Pacific (APAC) countries participate in that growth; Technavio forecasts the APAC contact center market could […]

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healthcare call center

May 01, 2017

How to Increase Healthcare Debt Collections with VocalRx

Posted In: Collections, Debt, Healthcare, News, VocalRx Author: Terrel Bird

Healthcare providers face growing demands like budget constraints, increased transactions costs, and larger patient balances. To meet those challenges, healthcare professionals embrace revenue cycle management and cloud-based technologies. The first refines cash flow by accurately projecting and planning for ebb and flow in the medical office. The second often supplements cash flow practices but offers […]

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