Archive for January, 2016


How NORAD’s One-day Call Center Helped Keep Tabs on Santa

Published under Call Center Solutions,Call Centers,Mckay Bird,News on

While not a creature was stirring last Christmas Eve, the North American Aerospace Defense Command (NORAD) call center was a hotbed of activity. Volunteer staff had been gearing up for weeks at the impromptu call center in anticipation of what they knew would be a marathon 24-hour frenzy of calls. Continue Reading »

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Business Intelligence: Is Your Call Center Equipped to Move Past Spreadsheets?

In the past, spreadsheet-driven analytics dominated old-school private branch exchange (PBX)-based call centers. With new advances in call center technology, including the development of business intelligence (BI) software, spreadsheets are slowly becoming a thing of the past. Continue Reading »

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TCN Awarded 2016 CUSTOMER Magazine Product of the Year Award

Published under Awards,News,Press on

St. George, UT, January 11, 2016 — TCN, Inc., a leading provider of cloud-based call center technology for enterprises, contact centers, BPOs and collection agencies worldwide, announced today that TMC, a global, integrated media company, has named Platform 3.0 as a 2016 CUSTOMER Product of the Year Award winner. TCN Platform 3.0 is an advanced cloud-based call center technology that…
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Business Intelligence for Call Centers: Competitive Analytics

An important, but often overlooked, aspect of any successful business is a thorough competitor analysis. While call centers should primarily focus on developing an excellent product and maintaining outstanding customer service, they can also benefit from an exploration and analysis of what their competitors are doing in the marketplace. Continue Reading »

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TCN Call Center Webinar: New Year, New Opportunities: What’s Your Call Center Resolution for 2016?

Published under Agent Efficiency,Business Intelligence,Webinar on

St. George, Utah – January 14, 2016 – TCN, Inc., a leading provider of cloud-based call center technology for enterprise, contact centers, BPOs and collection agencies worldwide, will hold a free webinar titled, “New Year, New Opportunities: What’s Your Call Center Resolution for 2016?” on Thursday, January 28 at noon, MDT (2 pm, EDT). The informative webinar will educate attendees…
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Tackling the First Call Resolution (FCR) Metric for Call Centers

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

In terms of tracking metrics for commercial call centers, the importance of First Call Resolution (FCR) cannot be overstated. As a metric for measuring how many customer issues are resolved on the first call, a high FCR rate is a sign of an effective and properly trained agent workforce. Continue Reading »

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Collection Agencies: Are You Ready to Maximize Tax Season?

Published under Call Center Solutions,Call Centers on

With the promise of a potential refund looming, many consumers might actually be looking forward to tax season—which generally begins in mid-February and continues through the end of May—to take advantage of the extra funds and pay off some bills. According to research from the National Retail Federation, nearly 40 percent of consumers anticipate using their refund to help pay off outstanding debts. Continue Reading »

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