Archive for April, 2015


5 TCPA-compliant Best Practices for Call Centers

Published under Call Center Solutions,Switch to the Cloud,TCPA on

The Telephone Consumer Protection Act (TCPA) of 1991 places restrictions on call centers that utilize an artificial voice, pre-recorded message, or an auto dialer to communicate a sales message via the telephone. An amendment of the Act in 2012 added the requirement for prior written consent to be obtained before calling anyone on a cellular phone to relay a sales…
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TCN Launches “Competitive Analytics,” Fully Integrated Business Intelligence Analytics Solution for its Cloud-based Call Center Platform

Published under Cloud Technology,News,Press,TCN Features on

St. George, Utah – April 29, 2015 – TCN, Inc., a leading provider of cloud-based call center technology for enterprises, contact centers, BPOs, and collection agencies worldwide, today announced the launch of Competitive Analytics, a fully integrated business intelligence analytics solution for its cloud-based call center suite, TCN Platform 3.0. The new solution provides real-time business intelligence (BI), analytics and…
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The Ins and Outs of Interactive Voice Response Technology

Published under Call Center Solutions,Call Centers,IVR on

If you work in a call center, you are likely familiar with interactive voice response (IVR) software. IVR is a tool most call centers rely on, but one that is not always fully understood. This article outlines IVR capabilities, the technologies IVR uses, what is needed to set it up, and how IVR benefits the companies that choose to use…
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How to Avoid Common IVR Call Center Fails

Setting up and promoting a “zero tolerance” philosophy for failed, flubbed, and frustrating calls at your contact center is easier to accomplish than you might think. Here are several common (and costly) interactive voice response (IVR) call center fails that can be easily avoided with the right call center software. Overly Long Recordings While upsells are an important part of…
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TCN Takes Home Two 2015 “Product of the Year” Awards!

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The development team at TCN is dedicated to producing the best possible solution for call centers across various industries. So to see them win not one, but TWO Product of the Year awards is incredibly affirming for us. TMC recently named TCN Platform 3.0 a 2015 Unified Communications Product of the Year Award winner! The awards, which were published in…
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What Call Center Managers Should Know About Web-based Predictive Dialers

Published under Buzz,Call Center Solutions on

Predictive dialers can help call centers increase both call efficiency and the precision. A predictive dialer utilizes an algorithm to anticipate how long, on average, an agent takes to complete a call. When it predicts that an agent is free, the machine dials numbers on the agent’s behalf. Most predictive dialers increase the efficiency of call centers by increasing the…
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TCN to Exhibit at Australian Buyers and Debt Collection Association’s Consumer Debt Forum

Published under Australia,News,Press,Trade Shows on

Sydney and St. George, Utah – April 13, 2015 — TCN, Inc., a leading provider of cloud-based call center technology for enterprises, contact centers, BPOs, and collection agencies, today announced that it will exhibit at the Consumer Debt Forum sponsored by the Australian Buyers and Debt Collection Association, April 13-14, 2015 at the Sydney Harbour Marriott. TCN will showcase Platform…
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6 Trends in Contact Center Efficiency

Published under Call Center Solutions on

Creating and sustaining a highly efficient contact center benefits everyone — agents, customers, and your company. Efficiency eliminates redundancy and downtime, enhances employee engagement, and increases the ability to provide customer service. Increasing efficiency at your center is as simple as taking a closer look at a few contact center trends. Customers Love Self-Service As long as they don’t get…
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TCN’s Kerry Sherman Named to 2015 CRN Channel Chiefs List

Published under Buzz,Call Center Solutions on

We know that we’ve been lucky to attract a host of great people to TCN, so we’re always glad when the industry recognizes that as well. We’re incredibly proud of our Vice President of Business Development, Kerry Sherman, for making the 2015 CRN Channel Chiefs list, which appears in the February 2015 issue of CRN! Kerry spearheads TCN’s global channel…
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What makes a call center sales representative exceptional

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State-of-the-art equipment, 21st century software, and efficient procedures are all integral to the success of your call center. But nothing is more important to a contact center’s success than attracting, retaining, and rewarding your extraordinary sales representatives. They represent and reflect your company. While there are several intangible elements to what makes an agent exceptional, here are a few characteristics…
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