Jan 12, 2018

Take Advantage of Leading Cloud-Based Call Center Technology with TCN’s 7 Free Demos

Posted In: Blog, Call Center Solutions, Call Centers, Cloud Technology, cloud-based, Competitive Analytics, Customer Service, News Author: Mckay Bird

The best cloud-based contact center technology exceeds your expectations. TCN aims to be that best provider with its free demos. These demos demonstrate the full platform, giving you a glimpse of what your communications and debt collections could look like long-term. To give you an idea of what to expect, here are seven platform features […]

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Jan 11, 2018

Comparing the Drawbacks and Advantages of On-Premise and Cloud-Based Contact Centers

Posted In: Blog, Call Center Solutions, Call Centers, cloud-based, Customer Service, News Author: Mckay Bird

Selecting contact center software for your business frequently turns into a complex purchasing decision. It first requires an understanding of the technology and its purpose. However, the decision also demands another input: your company stakeholders. Convincing them is no easy feat. You’ll need to provide detailed information about the technology and its impact on different […]

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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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Jul 28, 2017

How Cloud Contact Center Solutions Could Empower the Canadian Contact Center Industry

Posted In: Blog, Call Center Solutions, Cloud Technology, Customer Service, Inbound, Now Trending, Switch to the Cloud Author: Darrin Bird

The outlook for Canada’s general and contact center industries present an interesting picture. The country claims higher corporate profits in spite of a still-slumped economy. Meanwhile, Canadian GDP is expected to grow this year (exports have already risen) even as analysts warn the housing market poses a sizable risk. Also of note, Canada possesses a […]

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call center customer service

Apr 17, 2017

5 Ways to Guarantee Success in the Customer Service Call Center

Posted In: Call Centers, Customer Service Author: Mckay Bird

With the high price of understaffing—like missing service level targets, high agent turnover, and more— customer service call centers often feel pressured to hire more agents or to increase the number of assigned shift hours. But size is no guarantee of success. A call center agency or department boasting filled seats doesn’t always translate into […]

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call center agent efficiency

Apr 13, 2017

10 Inbound Customer Service Trends to Watch in 2017

Posted In: Customer Service, News Author: Mckay Bird

According to Accenture’s “Customer 202: Are You Future-Ready or Reliving the Past?,” consumers are and will become increasingly “nonstop.” That is, “the rise of digital has given consumers many more options for interacting with companies they patronize. But companies have been slow to recognize when and how these channels fit the preferences of different groups […]

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call center customer service

Mar 24, 2017

How Automotive Dealerships Can Improve Customer Service and Sales with Cloud-Based Communication Tools

Posted In: Automotive, Cloud Technology, cloud-based, Customer Service Author: Hyrum Wray

TCN, a leading provider of cloud-based call center technology, enjoys a long history with the automotive industry. Through partnerships and mergers with companies like Global Connect, TCN brings 20+ years of experience in helping automotive dealerships and repair centers grow first-time and repeat sales, enhance customer service, and ensure customer loyalty. Automotive dealerships and repair […]

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Mar 22, 2017

The Three Scariest Compliance Outcomes in Call Center History

Posted In: Call Center Solutions, Call Centers, Compliance, Customer Service, TCPA Author: Darrin Bird

Over the last decade, the number of filed Telephone Consumer Protection Act (TCPA) claims has increased. The reasons vary, but the common threads are two. One, consumers desire to protect their privacy and are much more aware of their rights. Two, businesses and organizations appear to have conducted calls and other communications in violation of […]

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blended call center

Mar 13, 2017

How to Use Call Center Metrics to Improve Agent Performance

Posted In: business performance, Call Centers, Customer Service, Outbound Author: Mckay Bird

You don’t know what you don’t measure. That is, you might have a general idea about call center performance. You could feel that agents are working well. However, you don’t know either of those two things with any sort of clarity. It’s all guesswork and gut instinct. Unfortunately, the qualitative method provides few, if any, […]

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Feb 22, 2017

Part 1: How Could the New Administration Impact Net Neutrality and Consumer Privacy?

Posted In: Collections, Compliance, Customer Service, TCPA, VOIP Author: Darrin Bird

Anyone involved in telemarketing or collections wonders what the new administration portends for the Federal Communications Commission (FCC). It’s an admissible concern. The FCC governs national and international communications on a number of channels, so changes to it could hugely impact call center regulations and practices. The most pressing issues number two: 1. Net Neutrality […]

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