Archive for May, 2017


How Interactive Voice Response Boosts First Call Resolution and Customer Satisfaction Rates

Published under IVR on

Most people likely connect interactive voice response (IVR) systems with inbound calls. Customers or patients call into a call center, customer service department, or collections agency. Once connected with the IVR system, the individual interacts with it and either performs an action, such as paying bills or updating contact information, or requests to be connected with a live agent. The…
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TCN Recap: National Healthcare Collectors Association Spring Conference

Published under FCRA,FDCPA,News,TCPA on

The National Healthcare Collectors Association (NHCA) held its 47th Annual Spring Conference recently in Scottsdale, Arizona. We attended many sessions and networked with a number of people in the healthcare collections industry, leaving with takeaways and insights into common collection agency struggles. In particular, we garnered significant information related to technology and compliance concerns. Healthcare collection technologies and services hold…
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TCN Unveils AgentSMS, a New SMS Texting Feature for Its Advanced Cloud-based Contact Center Platform, Platform 3

Published under News,Press,SMS on

St. George, Utah – May 23, 2017 – TCN, Inc.,a leading provider of cloud-based call center technology for enterprises, contact centers, BPOs and collection agencies worldwide, announced today the launch of AgentSMS, a new SMS texting feature for its cloud-based contact center platform, TCN Platform 3.0. With AgentSMS, contact center agents and customer service professionals can instantly respond to customers’…
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How Do Call Center Regulations Work in India’s Contact Centers?

Published under Call Centers,India,News on

India, like the United States and the European Union (EU), regulates and oversees telemarketing and contact center operations. But who is the entity that guides regulation? And what call center regulations impact India’s contact centers? Here’s what you need to know about India and its contact centers. Meet the Contact Center’s Telecom Regulatory Authority of India In the United States,…
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How Customer Auto Payment Solutions Improve the Contact Center

Published under autopay,Call Centers on

What if you knew of a single, easy solution to increase customer satisfaction and revenue? Would your contact center take advantage of it? You most likely would. While no single call center feature is a silver bullet, one can still grow customer loyalty and commitments to pay with auto payment, or autopay. Combining it with other best-in-class call center functions…
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How Voice Recognition Software Benefits Call Centers

Published under Call Centers,IVR on

Common call center platform features range from skill-based routing to smart, predictive dialers. In relation to voice, the features number two: interactive voice response (IVR) and voice recognition software. The first allows callers to reach agents in specific departments and can even prepare agents for those interactions. The second relates to basic transcription services — the age-old “this call will…
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10 Contact Center Trends Affecting Agent Employment in India

Published under Agent Efficiency,Call Centers,India on

Technavio, a global technology research and advisory company, predicts solid growth for the contact center. Worldwide, the contact center could reach $9.7 billion by 2019, growing at a compound annual growth rate (CAGR) of over nine percent. India and other Asia-Pacific (APAC) countries participate in that growth; Technavio forecasts the APAC contact center market could exceed $1 billion by 2019,…
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How to Increase Healthcare Debt Collections with VocalRx

Published under Collections,Debt,Healthcare,News,VocalRx on

Healthcare providers face growing demands like budget constraints, increased transactions costs, and larger patient balances. To meet those challenges, healthcare professionals embrace revenue cycle management and cloud-based technologies. The first refines cash flow by accurately projecting and planning for ebb and flow in the medical office. The second often supplements cash flow practices but offers other benefits, namely, improving patient…
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