Blog


Jul 17, 2017

How Cloud Contact Center Solutions Help Organizations Ensure TCPA Compliance

Posted In : News
Author: Mckay Bird

When the Federal Communications Commission (FCC) issued its new interpretation of the Telephone Consumer Protection Act (TCPA) in 2015, consumer-facing organizations from financial institutions to healthcare practices expressed concern. The ACA International’s suit against the FCC remains in a sort of legal limbo, causing all similar suits to follow its lead. Legal Petitions Several consumer-based petitions have also been filed…
Continue Reading »

Jun 21, 2017

Accurate Agent Metrics Make or Break Modern Contact Centers

Posted In : Agent Efficiency, Call Centers
Author: Darrin Bird

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…
Continue Reading »

Jun 21, 2017

TCN Launches VocalDirect, a New Direct-To-Voicemail Feature for Its Advanced Cloud-based Contact Center Platform, Platform 3

Posted In : News, Press, VocalDirect
Author: TCN

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…
Continue Reading »

Jun 20, 2017

How to Maximize Call Center Efficiency with Blended Call Flows

Posted In : Inbound, Outbound
Author: Mckay Bird

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…
Continue Reading »

Jun 19, 2017

5 Benefits of Call Recording for Today’s Call Centers

Posted In : Call Centers, call recording, cloud-based, Compliance
Author: Adam Dummar

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….
Continue Reading »

Jun 16, 2017

Recapping the Great Lakes Credit and Collection Association Annual Conference 2017

Posted In : News
Author: Hyrum Wray

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…
Continue Reading »

Jun 16, 2017

TCN at the National Alliance of Buy Here, Pay Here Dealers Conference

Posted In : Automotive, Collections, NABD
Author: Mckay Bird

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…
Continue Reading »

Jun 14, 2017

State of the Collection Industry: 2016 TCN Survey Results

Posted In : Collections, State of the Collection Industry
Author: Mckay Bird

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…
Continue Reading »

call center software

May 31, 2017

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

Posted In : IVR
Author: Mckay Bird

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…
Continue Reading »

May 30, 2017

TCN Recap: National Healthcare Collectors Association Spring Conference

Posted In : FCRA, FDCPA, News, TCPA
Author: Bryce Payne

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…
Continue Reading »