Archive for September, 2014


What Are the Differences Between Call Center and Contact Center Software?

Published under Call Centers on

Oftentimes people will interchange the phrases “contact center” and “call center” when talking about the software options available in the industry. But the two are not, in fact, the same thing. Here’s a rundown on the differences between the two: The basic definition of a call center is “a centralized office used for the purpose of receiving or transmitting a…
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TCN Announces Seamless Integration with CDS Software’s Debt Collection Solution, CollectOne

Published under News,Partners,Press,Webinar on

St. George, Utah – September 24, 2014 – TCN, Inc., a leading provider of cloud-based call center technology for enterprises, contact centers, BPOs, and collection agencies, today announced that TCN’s Platform 3.0, its cloud-based contact center suite, is now seamlessly integrated with CDS Software’s CollectOne, a single source debt collection solution. The integration enables CollectOne clients to streamline their processes…
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TCN Publishes eBook Highlighting How Call Centers Can Stay Compliant in Light of Changing TCPA Regulations

Published under eBook,News,Press,TCPA on

St. George, Utah – September 23, 2014 – TCN, Inc., a leading provider of cloud-based call center technology for enterprises, contact centers, BPOs, and collection agencies, has released an eBook that examines what the new Telephone Consumer Protection Act (TCPA) regulations mean for the call center industry. The eBook, “The Complete Guide to TCPA and A Compliance Checklist for Call…
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Increasing Call Center Profits with Real-Time Agent Analytics

Published under Call Centers on

Top priorities for the call center of today should be retaining customers, increasing efficiency, growing revenue and increasing profits. The cost of acquiring customers is at an all time high and this mean that maintaining, expanding and increasing profitability of existing customer relationships is key to success. Call centers are moving away from antiquated systems to real time analytics systems….
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6 Ways Call Center Management Software Helps with Schedule Adherence

Published under Call Center Solutions,Call Centers,Cloud Technology on

Call center managers need information to flow to them quickly and constantly when they’re measured against strict schedule adherence metrics. Optimizing schedule adherence is an important part of improving call center performance, but it is only possible with attentive management and accurate, real-time information. For this reason, advanced call center management software is necessary for managers to set schedules for…
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Delighting Customers with Virtual Call Center Software

Published under Call Center Solutions,Customer Service on

The word “routing” is used a lot in the context of virtual call center software and services. It is praised as a wonderful series of functions that improve the customer experience. But what exactly does it mean, and how can it help a call center? Let’s take a look at several different kinds of routing in action and pinpoint what…
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Is Your IVR Software Costing You Customer Satisfaction (And Money?)

Published under Customer Service,News on

It’s like a horror story, something you would expect to see in a Hollywood film. However, instead of being pursued by a knife-wielding man in a mask, the stalker is a phone voice that counterintuitively continues to call our hero, even after it has achieved its goal. In this case, the voice is an Interactive Voice Response (IVR) software system…
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