Nov 27, 2018

3 Ways Interactive Voice Response (IVR) Keeps Agents on the Phone

Posted In: Uncategorized Author: TCN

MIT reports service-based businesses see higher customer satisfaction and retention rates when self-service meets customers’ actual needs. But if quality self-service IVR functions solve typical concerns and problems, what happens to a business’ call center agents? Do they keep a role in such a paradigm? Absolutely. While customers can handle a lot of routine items […]

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Nov 23, 2018

Create Amazing Customer Experiences with Outbound Call Center Software

Posted In: Blog Author: TCN

According to Esteban Kolsky, a customer strategist and found of ThinkJar, 67% of consumers cite bad experiences as the reason for churning – a nice way to say they are no longer a customer. A call center’s primary concern should be improving customer experience as much as possible since, according to customer experience consulting firm […]

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Nov 16, 2018

3 Experts & 10 Questions from TCN’s TCPA Litigation Defense Webinar

Posted In: Blog Author: TCN

Any collections agency can potentially be hit with TCPA litigation. But there are ways to defend yourself. Recently, TCN partnered with Accounts Recovery to host a webinar called Defending Against TCPA Lawsuits. It featured a trio of legal experts who provided many tips for fighting TCPA litigation: David Linares, chief compliance officer, DCI. He’s well-versed […]

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TCPA Compliance

Nov 09, 2018

Training for Call Center Compliance; 7 Regulations Managers Need to Know

Posted In: Blog Author: TCN

1. Call Centers Cannot Record the CVV2 Number on Credit Cards According to the Payment Card Industry Data Security Standard (PCI-DSS), all call centers are prohibited from recording CVV2 numbers along with other sensitive data such as full magnetic stripe data and pin numbers. This rule applies to written information along with recorded calls or […]

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Nov 06, 2018

TCN Earns The Salt Lake Tribune’s 2018 Utah Top Workplaces Award

Posted In: Awards, News, Press Author: TCN

St. George, Utah, – November 6, 2018 – TCN, Inc.,a leading provider of cloud contact center technology for enterprises, contact centers, BPOs and collection agencies worldwide, announced today that The Salt Lake Tribune has awarded TCN the 2018 Top Workplaces honor. The award recognizes leading organizations in Utah that value, empower and inspire its employees […]

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Nov 02, 2018

3 Cloud Contact Center Software Secrets for Capacity Planning

Posted In: Blog Author: TCN

Capacity planning can be very difficult and confusing for many call center managers and executives. How do call centers know who to schedule and when to schedule agents? That’s the central question surrounding capacity planning. Instead of using error-prone spreadsheets or complicated formulas and calculations, call centers can rely on cloud contact center software to […]

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Oct 26, 2018

How Call Center Software Builds Top Net Promoter Scores

Posted In: Blog, Uncategorized Author: TCN

Net Promoter Scores (NPS) are one of the best methods of measuring customer loyalty, according to recent research from the Temkin Group. After asking thousands of consumers to give an NPS to 294 companies across 20 industries, they discovered that promoters, as compared to detractors, are more than 5x as likely to repurchase from companies, […]

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Oct 23, 2018

How Leading Businesses Solve TCPA Compliance Concerns with Manual Dialers

Posted In: Blog Author: TCN

TCPA compliance remains a hot topic in 2018 for several reasons. Law360 which covers a number of legal issues, identifies one of them: It reports that “TCPA lawsuits remained one of the most-filed types of class actions” in 2017. The U.S. Chamber Institute for Legal Reform’s study echoes Law360, albeit more strongly. The organization calls […]

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