Nov 15, 2016

Five Reasons Why Switching to the Call Center Cloud Saves You Money

Posted In: Adam Dummar, Call Center Solutions, Call Centers, Cloud Technology Author: Adam Dummar

The cloud offers big promises: lower upfront costs, less maintenance, and, in the case of call center technology, fewer calling limitations. If you need to add seats for new call center agents, you can do so, easily and quickly, with a cloud-based platform such as TCN’s. The benefits don’t stop there. With modern call center […]

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call center software

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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Call Center Service Agents

Oct 11, 2016

How Cloud-Based Technology is Revolutionizing the Customer Experience

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

Welcome to the age of the customer. Consumers are more empowered than ever before. They hold knowledge in their hands – and on their wrists. They can contact your company and customer service representatives in ways once only envisioned in novels like 1984 or Minority Report. Customers today expect to do everything when and how […]

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Aug 30, 2016

Ensure TCPA Compliance with Cloud-based Manual and Predictive Dialing

Posted In: Adam Dummar, Cloud Technology, Compliance, Predictive Dialing, TCPA Author: Adam Dummar

When the Telephone Consumer Protection Act (TCPA) was passed in 1991, the goal was to protect consumers’ landlines from repeat calls from telemarketers and automated systems. Landlines have more or less gone extinct over the course of the past two decades, requiring the Federal Communications Commission (FCC) to update the TCPA accordingly. As calling technology […]

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Apr 22, 2016

The Multichannel Call Center and Its Impact on Customer Service and Agent Efficiency

Posted In: Adam Dummar, Agent Efficiency, Call Center Solutions, Call Centers Author: Adam Dummar

When looking back on how technology has revolutionized communication, we often point out the physical changes. Who could fathom using some of the earliest forms of long distance communication methods such as smoke signals and carrier pigeons in today’s modern society?

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Feb 01, 2016

Is 2016 the Year of Cloud Telecom?

Posted In: Adam Dummar, Call Center Solutions Author: Adam Dummar

Cloud technology—which started as a relatively minor, fringe technological trend—has quickly become a predominant driver of innovation. And this year, the technology seems poised to dominate the telecom industry. While a number of cloud VoIP providers have already dipped a toe in the market, the rest of the industry appears to quickly be taking note, […]

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Dec 10, 2015

5 Things That Can Drag Your Call Center Productivity Levels Down

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

With the multitude of software tools available, businesses are more interested than ever in optimizing their productivity to boost their bottom line. Call centers are no different, with many potential pitfalls ranging from lack of proper oversight to inconsistent training processes. Below are five areas where call center productivity could suffer the most. 1. Unfair […]

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Dec 08, 2015

Getting Your Call Center Up and Running in the Cloud

Posted In: Adam Dummar, Call Center Solutions, Call Centers, Cloud Technology Author: Adam Dummar

There are plenty of benefits that come with a move to the cloud, including the potential for big cost savings. Businesses big and small are moving their operations to the cloud, with nearly 40 percent of small businesses already working in the cloud. If you think it’s time for your call center to be cloud-based […]

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Nov 24, 2015

Conducting Customer Surveys at Your Call Center

Posted In: Adam Dummar, Call Center Solutions, Call Centers, Cloud Technology Author: Adam Dummar

One of the most effective ways companies gauge customer satisfaction — especially in a call center environment — is by conducting surveys. Call centers that conduct well-formulated surveys are able to gather invaluable information that can help guide strategy well into the future.

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Nov 10, 2015

Common Call Center Compliance Traps (And How to Avoid Them!)

Posted In: Adam Dummar, Call Center Solutions, Call Centers, Cloud Technology Author: Adam Dummar

Compliance with industry regulations and guidelines is vital for call centers. Because call centers can be all over the world, they can be difficult to manage and ensure that every call center is working in a consistent, compliant fashion. With so many calls being made and received and so many transactions or conversations being held […]

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