Archive for November, 2014


6 Benefits of Using Virtual Call Center Software

According to DMG Consulting, cloud-based contact center providers are increasingly revolutionizing the industry, and by 2015, they are expected to provide services to more than 18% of all contact centers. Analyst firm Gartner, Inc. also predicts that by the year 2016, more than half of the Global 1000 companies will leverage virtual call center software, particularly in the area of…
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Evaluate These 7 Call Center Management KPIs for Success

Published under Call Center Solutions,Switch to the Cloud on

Whatever you’re aiming for in your call center management, few things can help you reach to your goals faster and more effectively than a thorough strategy for tracking agent KPIs (Key Performance Indicators). Where this task of measuring agent performance used to be an arduous task, modern call center management software makes it simple to stay on top of all…
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3 Call Center KPIs That Directly Correlate to Customer Service Levels

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Optimizing customer service and management techniques is the primary reason why organizational managers are increasingly adopting call center management software. Effective management entails using critical KPIs to assess and monitor employee productivity, and the sooner these numbers can be evaluated, the better. Effective call center software will efficiently capture all the relevant metrics to generate critical results, while providing additional…
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TCN Announces New Features for Platform 3.0, Cloud-based Call Center Technology Solution

Published under News,Platform 3,Press,TCN Features on

St. George, Utah – November 18, 2014 – TCN, Inc., a leading provider of cloud-based call center technology for enterprises, contact centers, BPOs, and collection agencies, today announced the release of functionality enhancements for Platform 3.0, its advanced cloud-based contact center suite. The new features, including Extended Conditional Dialing and Aggregate Reporting, are designed to enhance the usability of Platform…
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The Advantages That Cloud IVR Solutions Offer Your Business

Published under Call Center Solutions,IVR on

When you’re managing a call center, you face a series of unique challenges. Call center work requires a great deal of flexibility due to an often shifting workload and the issue of high employee turnover. These challenges are exactly why it’s vital to implement an interactive voice response (IVR) solution that can help route calls effectively while tracking both caller…
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The Basics of TCPA Compliance for Call Centers

The Telephone Consumer Protection Act (TCPA) was passed into law in the early 1990’s as a measure to restrict certain types of telephone solicitations. Unfortunately, legitimate businesses often become slowed down by TCPA protocols. Fortunately, cloud-based call center software has built-in features to prevent these slow downs while making your call center more efficient than ever. What is required for…
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Varying Legal Interpretations Make TCPA Compliance Tricky

Most call centers and third party collection agencies should have all of their outbound telephone traffic within TCPA compliance by this stage of the game. However, the “prior expressed consent” clause of the law is the key legal issue that continues to sink organizations’ TCPA compliance efforts. But with no less a body than the Association of Corporate Counsel noting…
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The Importance of Quality Evaluation in Your Call Center

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According to the Avaya Consumer Preference Report of 2011, 80% of customers prefer talking to a call agent as opposed to other contact methods. Unfortunately, only 26% of them are satisfied with the response they get from the call centers. That fact alone calls for a drastic change in call centers. So, is your company among those that keep the…
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