Aug 3, 2015

The IVR Solution: Customer Service Best Practices

Posted In : Call Center Solutions, Customer Service, IVM, IVR, VOIP
Author: Mckay Bird

For many people, calling customer service ranks right up there with going to the dentist or visiting the DMV on a list of their least favorite things. It’s viewed as tedious, potentially painful and time-intensive; but it turns out, it’s actually a lot worse than most people realize. The average American spends more than 30 hours a year waiting to…
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callback queue

Jul 30, 2015

Improving Customer Satisfaction with Queue Callback

No matter how great your hold music is, there are times when your customers just don’t want to wait on the phone to speak to a call center representative. Adding a queue callback system to your call center frees your customers from long waits and ensures you can provide them with great customer service. A queue callback system can improve…
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call center customer service

Jul 28, 2015

The Dos and Don’ts of Call Center Customer Service

Good customer service pays off: 85% of people say they will take action if they’re not satisfied with their customer service experience. Of those consumers, 49% would stop doing business with the company, and many would also head to social media to complain about it. Given that 70% of adults in the U.S. pick up the phone for their first…
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Jul 23, 2015

TCN Wins 2015 CUSTOMER Contact Center Technology Award

Posted In : Awards, Cloud Technology, Press
Author: TCN

St. George, Utah – July 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 TMC, a global, integrated media company, has named TCN’s flagship call center suite, Platform 3.0, as a 2015 CUSTOMER Contact Center Technology Award winner presented by CUSTOMER magazine. “It is an…
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call center software

Jul 23, 2015

Customer Focus: Creating Organized, Data-centric Reports with TCN

TCN’s software-based contact center tool set offers a robust, integrated system for generating both standard and custom reports that save time and help you avoid long hours spent combing through spreadsheets. Having access to organized, accurate reports based on data the software automatically collects can help supercharge your decision-making process, giving you Nate Silver-like abilities to predict the future. There’s…
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VOIP call center

Jul 21, 2015

VoIP Call Center Roundup: The Experts Weigh In

VoIP technology is taking call centers to the next level, saving money and resources while offering a higher level of functionality and dependability. The flexibility and scalability they offer to businesses of all sizes have leveled the playing field and given even the smallest organizations access to the tools that were traditionally available only to larger companies. Below is a…
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Jul 20, 2015

TCN Call Center Webinar: Increasing Customer Satisfaction Using Innovative Techniques

Posted In : Inbound, Press, Webinar
Author: TCN

St. George, Utah – July 20, 2015 – TCN, Inc.,a leading provider of cloud-based call center technology for enterprise, contact centers, BPOs and collection agencies worldwide, will hold a webinar titled “Call Queue Back: Increasing Customer Satisfaction Using Innovative Techniques” on Thursday, July 23 at noon, MDT (2 pm, EDT). The informative training webinar will educate attendees on how to…
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business 100

Jul 20, 2015

Top 5 Emerging Call Center Trends from Call Center Week

Attending industry shows like Call Center Week last month gives us a chance to catch up with our customers and ensure that we have our finger on the pulse of the contact center industry. We left Las Vegas abuzz with the top trends in call center technology – and a head full of great ideas for the TCN product roadmap….
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Jul 17, 2015

What the Latest FCC Ruling for TCPA Means to Your Call Center Organization

Posted In : Jesse Bird, News, TCPA
Author: Jesse Bird

As you’ve likely heard by now, on Friday, July 10, the Federal Communications Commission (FCC) released its clarifications to the Telephone Consumer Protection Act (TCPA). Take some time to review the full TCPA Omnibus Declaratory Ruling and Order. We’ve identified a few items in the ruling that have the potential to dramatically impact call centers across all industries. Please note,…
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Jul 16, 2015

How CRM Software Can Centralize Your Call Center

Years ago, managing your call center’s operations might have felt like trying to hold back a tide of ungainly, difficult-to-organize information that powered healthy customer relationships. Agents likely had notes, histories, contact information and more, that might be recorded anywhere from overstuffed file cabinets to bulging, unwieldy spreadsheets that seemed to be growing in every direction at once. Some managers…
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