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centralized-data

Feb 24, 2015

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How Centralized Data Benefits Call Centers

Posted in : News

Whether you’re a Call Center Manager for a busy customer service department or you run a multi-shift third-party debt collection center, there’s no debate that you have lots of people, deadlines, quotas, and reports vying for your attention. While the responsibilities in your ever-demanding role will always ultimately rest on your shoulders, how you choose to handle and manage those…
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TCN-YoutubeArt

Feb 23, 2015

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TCN VP of Business Development Kerry Sherman Recognized as 2015 CRN Channel Chief

Posted in : Awards, News, Press

St. George, Utah – February 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 Kerry Sherman, vice president of business development, has been named to the prestigious list of the 2015 CRN Channel Chiefs. The influential executives on this annual list represent the most…
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call-center-software-raises-revenue

Feb 19, 2015

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How Newspapers are Raising Revenue with Call Center Software

Call center software helps companies connect with customers at a much greater success rate than the old manual method of having a person dial each number. Print news is no exception. By automating the new start verification process using call center software, newspapers save time and money. The automated process also initiates an opportunity for customer service resolution. This proactive…
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IVR-technology

Feb 17, 2015

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Using IVR Technology for Customer Surveys

Posted in : Call Center Solutions, IVR

Customer surveys are a timeless way to identify what your company is doing right and areas for improvement. Traditional mailed surveys, however, are a costly and tedious method of acquiring insight into your customers’ experiences with your company, products, and services. TCN’s robust Interactive Voice Response (IVR) technology allows companies to conduct surveys while saving thousands of dollars on printed…
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Events-Notifications

Feb 12, 2015

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Events Notification with Call Center Software

Posted in : Call Center Solutions

Conceptualizing, orchestrating, and launching a promotion for an upcoming seasonal or weekend event, a brand new service, or a special offer doesn’t matter much if your team isn’t able to get the word out in a timely, cost-effective, and engaging manner. While you might invest countless man hours and budget in preparing for the event, if your targeted audience doesn’t…
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Blog_Technology

Feb 11, 2015

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TCN Announces “Platform 3.0 Winter 2015,” New Version of Cloud-based Call Center Technology Platform

Posted in : News, Platform 3, Press

St. George, Utah – February 11, 2015 — TCN, Inc., a leading provider of cloud-based call center technology for enterprises, contact centers, BPOs, and collection agencies worldwide, today announced the release of “TCN Platform 3.0 Winter 2015,” a new version of its advanced cloud-based contact center suite. The update includes new industry-leading features designed to further enrich the usability of…
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Improving-Agent-Efficiency

Feb 10, 2015

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Improving Agent Efficiency at Collection-based Call Centers

Posted in : Call Centers

Collection-based call center managers provide leadership, cutting-edge initiatives, strategically-mapped directives, and creative solutions as challenges arise. You strive to help your team achieve a solid remittance commitment from severely troubled and/or delinquent debtor accounts while adhering to industry protocols. One way to increase remittance is by improving agent efficiency, which helps accomplish several additional goals: • Enhances employee engagement, •…
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Cell-Phone-TCPA-Compliant

Feb 6, 2015

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Staying TCPA Compliant in a Cell Phone World

Posted in : Compliance

Whether you’re the call center manager for a huge customer service center or for a busy third-party debt collector, your team has to not only successfully achieve its daily outbound contact goals, but they have to accomplish that feat while adhering to industry rules, regulations, and protocols. For 25 years now, the Telephone Consumer Protection Act (TCPA) has been in…
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virtual call center software

Feb 4, 2015

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Measuring Productivity in a Call Center

Posted in : Call Centers

Call center executives are often tasked with measuring worker productivity, and there are several different metrics you can use to track your employees’ efficiencies on the phone. As noted in numerous industry publications and survey results, improving call metrics can be directly tied to customer satisfaction. Here are some common call center metrics used to measure overall performance: Average Call…
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Jan 27, 2015

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Taking a Closer Look at Common Call Center Industry Terms

Posted in : Call Centers

Whether you’re the call center manager for a customer service department or a third-party collector, it’s crucial that your team thoroughly understands and correctly uses industry terminology to both represent your department well and provide exceptional customer service. Let’s refresh our memories on some commonly used call center industry terms: Abandoned Call Communication that ends prior to any conversation with…
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