Archive for February, 2015


How Centralized Data Benefits Call Centers

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Whether you’re a Call Center Manager for a busy customer service department or you run a multi-shift third-party debt collection center, there’s no debate that you have lots of people, deadlines, quotas, and reports vying for your attention. While the responsibilities in your ever-demanding role will always ultimately rest on your shoulders, how you choose to handle and manage those…
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TCN VP of Business Development Kerry Sherman Recognized as 2015 CRN Channel Chief

Published under Awards,News,Press on

St. George, Utah – February 23, 2015 — TCN, Inc., a leading provider of cloud-based call center technology for enterprises, contact centers, BPOs, and collection agencies worldwide, announced today that Kerry Sherman, vice president of business development, has been named to the prestigious list of the 2015 CRN Channel Chiefs. The influential executives on this annual list represent the most…
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How Newspapers are Raising Revenue with Call Center Software

Published under Call Center Solutions,Cloud Technology on

Call center software helps companies connect with customers at a much greater success rate than the old manual method of having a person dial each number. Print news is no exception. By automating the new start verification process using call center software, newspapers save time and money. The automated process also initiates an opportunity for customer service resolution. This proactive…
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Using IVR Technology for Customer Surveys

Published under Call Center Solutions,IVR on

Customer surveys are a timeless way to identify what your company is doing right and areas for improvement. Traditional mailed surveys, however, are a costly and tedious method of acquiring insight into your customers’ experiences with your company, products, and services. TCN’s robust Interactive Voice Response (IVR) technology allows companies to conduct surveys while saving thousands of dollars on printed…
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Events Notification with Call Center Software

Published under Call Center Solutions on

Conceptualizing, orchestrating, and launching a promotion for an upcoming seasonal or weekend event, a brand new service, or a special offer doesn’t matter much if your team isn’t able to get the word out in a timely, cost-effective, and engaging manner. While you might invest countless man hours and budget in preparing for the event, if your targeted audience doesn’t…
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TCN Announces “Platform 3.0 Winter 2015,” New Version of Cloud-based Call Center Technology Platform

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St. George, Utah – February 11, 2015 — TCN, Inc., a leading provider of cloud-based call center technology for enterprises, contact centers, BPOs, and collection agencies worldwide, today announced the release of “TCN Platform 3.0 Winter 2015,” a new version of its advanced cloud-based contact center suite. The update includes new industry-leading features designed to further enrich the usability of…
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Improving Agent Efficiency at Collection-based Call Centers

Published under Call Centers on

Collection-based call center managers provide leadership, cutting-edge initiatives, strategically-mapped directives, and creative solutions as challenges arise. You strive to help your team achieve a solid remittance commitment from severely troubled and/or delinquent debtor accounts while adhering to industry protocols. One way to increase remittance is by improving agent efficiency, which helps accomplish several additional goals: • Enhances employee engagement, •…
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Staying TCPA Compliant in a Cell Phone World

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Whether you’re the call center manager for a huge customer service center or for a busy third-party debt collector, your team has to not only successfully achieve its daily outbound contact goals, but they have to accomplish that feat while adhering to industry rules, regulations, and protocols. For 25 years now, the Telephone Consumer Protection Act (TCPA) has been in…
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Measuring Productivity in a Call Center

Published under Call Centers on

Call center executives are often tasked with measuring worker productivity, and there are several different metrics you can use to track your employees’ efficiencies on the phone. As noted in numerous industry publications and survey results, improving call metrics can be directly tied to customer satisfaction. Here are some common call center metrics used to measure overall performance: Average Call…
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