Archive for June, 2017


Accurate Agent Metrics Make or Break Modern Contact Centers

Published under Agent Efficiency,Call Centers on

Some people wake up every morning thinking of numbers. They love numbers, figures, calculations, and metrics. They cherish what the numbers tell them about operational performance, employee or call center agent efficiency, and other business functions. To them, numbers make the world go round. Other people don’t like quantitative figures quite as much. They recognize the importance of metrics and…
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TCN Launches VocalDirect, a New Direct-To-Voicemail Feature for Its Advanced Cloud-based Contact Center Platform, Platform 3

Published under News,Press,VocalDirect on

St. George, Utah – June 21, 2017 – TCN, Inc., a leading provider of cloud-based call center technology for enterprises, contact centers, BPOs and collection agencies worldwide, announced today the unveiling of VocalDirect, a new direct-to-voicemail technology feature for its flagship cloud-based contact center platform, TCN Platform 3.0. TCN’s new streamlined ringless voicemail technology enables businesses and contact centers to…
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How to Maximize Call Center Efficiency with Blended Call Flows

Published under Inbound,Outbound on

Call center efficiency translates to better margins and profits, explaining why collections agencies and customer service departments pursue ever-more efficient agents and operations. A smart method to achieve optimal call center efficiency happens with blended call flows. The process “blends” inbound and outbound calling initiatives, producing productivity and efficiency gains across your call center, agency, or department. Here, we’ll look…
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5 Benefits of Call Recording for Today’s Call Centers

Published under Call Centers,call recording,cloud-based,Compliance on

Call recording offers numerous benefits, many of them consumer-facing. Consumers who desire better interactions should know that call recording is a driver behind reducing hold times, increasing first call resolutions, and using data to resolve problems, faster. The benefits are a win-win situation for both consumers and businesses. Call recording directly impacts expense reports, call center efficiency, and business operations….
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Recapping the Great Lakes Credit and Collection Association Annual Conference 2017

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At the first Great Lakes Credit and Collection Association (GLCCA) Annual Conference last May, credit and collection professionals gathered to discuss several relevant topics. One concerned compliance on both regional and national levels. George Buck, President Emeritus of Frost-Arnett, shared insights about his beloved topic: the accounts receivable management (ARM) industry. Other experts, including John McNamara, Greg Borton and a…
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TCN at the National Alliance of Buy Here, Pay Here Dealers Conference

Published under Automotive,Collections,NABD on

The National Alliance of Buy Here, Pay Here Dealers (NABD) serves automotive dealerships that employ a buy here, pay here (BHPH) methodology. The approach allows dealerships to extend a line of credit to purchasers who have poor credit history or who otherwise lack funds to buy a vehicle. DriveTime may be one of the better-known BHPH automotive dealerships, although most…
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State of the Collection Industry: 2016 TCN Survey Results

Published under Collections,State of the Collection Industry on

Between November 1 and November 28, 2016, we asked for input from people working in the collections industry. An anonymous survey was sent out, and people from debt collection agencies, collection departments within larger organizations, and law firms heeded the call. Because we wanted to know about unique challenges and common communication practices, the survey focused on those elements. We…
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