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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Oct 19, 2018

How to Resolve Agent Needs with a Cloud Contact Center Solution

Posted In: Blog Author: TCN

Call center agents have many needs. From needing to know more about customers to being trained on how to handle customers effectively. While managers play a critical role in catering to these needs, there’s only so much they can do before agents require the help of technology. That’s where cloud contact center solutions come into […]

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Oct 05, 2018

4 IVR Call Center Strategies for Painless, Efficient Customer Service

Posted In: Blog, IVR Author: TCN

Interactive voice response (IVR) is usually a call center’s first contact point with a customer. Which is good, because according to Steven Van Belleghem, 40% of customers prefer self-service over interacting with human agents. Not only that, but customers using some sort of self-service to solve their problems has increased from 67% in 2012 to […]

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Sep 28, 2018

3 Case Studies Showing the Benefits of Migrating to Call Center Software

Posted In: Blog Author: TCN

Research and Markets reported that “the contact center software market size is expected to grow from USD 17.65 billion in 2018 to USD 35.32 billion by 2023, at a Compound Annual Growth Rate (CAGR) of 14.9%.” What’s driving this growth? According to the same forecast, “enhanced customer experience through multiple channels, such as voice, video, […]

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Sep 21, 2018

7 Ways ACD Call Center Tech Benefits Call Center Agents

Posted In: Blog Author: TCN

How can call centers better serve their customers? Connecting customers with skill and intelligence with call center technology – specifically, ACD call center technology. We’ll cover what is, how it works, and how it benefits call center agents in today’s post. Let’s dive in. What is ACD? Automatic Call Distribution is a call routing system […]

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Sep 14, 2018

Using Automation and Contact Center Software to Build Productivity and Agent Satisfaction

Posted In: Blog Author: TCN

Contact center agents are on the frontlines of customer service. The better they do their jobs, the better the companies they work for perform in the market. Plus, better customer service can instantly separate a business from their competition. According to the Harvard Business Review, customers who enjoyed terrific customer service spend 140% more compared […]

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5 Call Center Technologies That Improve Customer Experience

Posted In: Blog Author: TCN

By 2020 customer experience will overtake price and product as the key brand differentiator for businesses, according to a report from Walker. If call centers aren’t actively trying to leverage call center technology to improve customer experience, they could start losing revenue to competitors. That’s why, in this post, we’ll detail 5 call center technologies […]

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Sep 07, 2018

3 Ways Call Center Software Can Improve Your TCPA Compliance

Posted In: Blog Author: Mckay Bird

Businesses that aren’t TCPA compliant run a high risk of being sued. According to The Association of Credit and Collection Professionals (ACA International): “TCPA litigation has consistently increased year-after-year. Between 2010 and 2016 there was a 1,273% increase in litigants; between 2015 and 2016 alone the total number of litigants increased 32%.” Even though these […]

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Aug 24, 2018

Choosing a Contact Center Solution to Modernize Your Customer Support

Posted In: Blog Author: TCN

Cloud technology has revolutionized every aspect of modern business and contact centers are no exception. While many businesses still rely on outdated, expensive to maintain hardware dialers, their competitors are quickly gaining market share by adopting modern contact center solutions. Why is that? Because, according to a Price Waterhouse Coopers report, “59% [of customers] will […]

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Aug 17, 2018

Turning Customer Issues into Sales with Call Center Software

Posted In: Blog Author: TCN

Service and sales are two of the most important facets of operating a successful business. While each requires a separate set of core skills, leading companies leverage the power of agent training and call center software to merge these two customer-facing components. That makes a lot of sense; when support agents know everything about a […]

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