Jan 15, 2018

The Cloud-Based Contact Center 2017 Recap: Trends and Events Impacting Collections and Communications in the New Year

Posted In: Blog, Business Intelligence, Call Center Solutions, Call Centers, News, Now Trending Author: Mckay Bird

Here are five 2017 trends and events to consider as you plan your 2018 call center operations strategy. Keep an eye out for big picture realities and how they have affected your call center, and you’ll be able to better manage or leverage similar events in 2018. Avaya Declares Bankruptcy In the spring, Avaya, an […]

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Nov 02, 2017

How the Cloud Based Contact Center Intersects with LISTEN2017

Posted In: Blog, Business Intelligence, Call Center Solutions, Conferences Author: TCN

As Bryce Payne and Clint Laubaugh prepare to attend LISTEN2017, a premiere event for customer engagement analytics professionals, we sat down to ask what they expect to see and hear at the three-day conference. They talked with us about cloud-based “everything,” including the cloud-based contact center, compliance concerns, and business operations. We know the cloud […]

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Oct 27, 2017

How to Use Predictive Dialer Software and Business Intelligence to Improve TCPA Compliance

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

The previous post discussed how business intelligence helps executives and managers build better-functioning businesses and stronger communications with customers. This post examines functions of the cloud based call center, specifically, predictive dialer software. By employing the feature and complementing it with business intelligence, organizations can reach more customers and take steps toward better TCPA compliance. […]

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Oct 24, 2017

How the Cloud-Based Contact Center and Business Intelligence Improve Monthly Call Center Metrics

Posted In: Blog, Business Intelligence, Call Center Solutions, Call Centers, cloud-based, News, TCN Features, TCPA Author: TCN

Keeping in touch with customers usually reigns as a top concern for any organization, be it a B2C, B2B company or nonprofit. Regular communication keeps brands “top of mind” and often delivers greater customer satisfaction and loyalty. But that’s where the challenge comes in. Customers want “right-now” communications that cater to their interests and personalities. […]

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Oct 02, 2017

How TCN’s Cloud Contact Center Solutions Help Australian Contact Centers Turn into Customer Experience Hubs

Posted In: Blog, Business Intelligence, Call Center Solutions, cloud-based, Mckay Bird, News, TCPA Author: Mckay Bird

A convergence of forces (such as the Do Not Call Register, multiplying communication channels, offshoring, and technology adoptions) have many Australian contact centers wondering if their days are numbered. Justin Tippett of Contact Centre Central, an Australian-based resource for people working in contact centers, interviewed several executives in the contact center and business process outsourcing […]

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Sep 27, 2017

10 Tips to Reach More Clients with Your Cloud Based Call Center

Posted In: Blog, BPO, Business Intelligence, business performance, Customer Service Author: Mckay Bird

Some businesses and organizations make huge gains when they employ cloud contact center solutions, easily reaching more clients and subsequently benefiting from increased collections, profits, and loyalty. Other entities struggle. The difference can be explained in one word: implementation. How you use any technology, including a cloud based call center, determines the final outcome. If you […]

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Sep 19, 2017

Decrease Roll Rates with Collections Contact Center Software

Posted In: Blog, Business Intelligence, cloud-based, News Author: Mckay Bird

In the collections industry, roll rates are harbingers of doom or victory. Collections agencies heed the rates because the numbers indicate business stability or instability. That is, the less the roll rates are, the more stable — and profitable — the agencies will be. Because of that, organizations rely on the information to reduce the […]

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Apr 24, 2017

Five Award-Winning Features of TCN Platform 3.0

Posted In: Business Intelligence, Compliance, TCN Features, VocalRx Author: Mckay Bird

Every year, the Technology Marketing Corporation (TMC), a global, integrated media company, awards the best of the best in teleservices, customer relationship management (CRM), and call centers. TCN gladly received one such award, the 2017 CUSTOMER Product of the Year. The award recognizes TCN’s efforts to improve the call center, which, in turn, enhance communications […]

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Jan 10, 2017

Closed Loop Reporting: Why Your Business Success Hinges Upon It

Posted In: Business Intelligence, Call Center Solutions, Infographic Author: Dave Bethers

Business success doesn’t necessarily go to the bravest and strongest, although those qualities help. Business success goes to the analysts, the people who close the gaps, or loops, in their data streams. By implementing closed loop reporting, they receive more detailed information about the entire business, from marketing and sales to customer service and call […]

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Dec 19, 2016

5 Reasons to Use Business Intelligence at Your Call Center

Posted In: Business Intelligence, Call Center Solutions, Compliance Author: Blake North

People often speak of business intelligence (BI) in the same breath as “business performance improvement” (BPI) and “informed decision-making.” Both statements are true and entirely applicable to the modern call center. However, business intelligence holds other benefits for your call center or collections agency. We discuss a few of them here, alongside the aforementioned BPI […]

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