May 22, 2017

How Do Call Center Regulations Work in India’s Contact Centers?

Posted In : Call Centers, India, News
Author: Mckay Bird

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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May 12, 2017

How Customer Auto Payment Solutions Improve the Contact Center

Posted In : autopay, Call Centers
Author: Mckay Bird

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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May 8, 2017

How Voice Recognition Software Benefits Call Centers

Posted In : Call Centers, IVR
Author: Mckay Bird

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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May 5, 2017

10 Contact Center Trends Affecting Agent Employment in India

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

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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healthcare call center

May 1, 2017

How to Increase Healthcare Debt Collections with VocalRx

Posted In : Collections, Debt, Healthcare, News, VocalRx
Author: Terrel Bird

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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Apr 27, 2017

TCN and ACDBA: Partners in Excellence for the Debt Collection Industry

Posted In : Collections, Debt
Author: L. Tiatia

In March 2017, TCN rejoined the Australian Collectors and Debt Buyers Association (ACDBA) for the organization’s annual forum. The forum covers updates and trends in the debt collection industry, as well as best practices for agencies, companies, and individuals working within it. To that end, ACDBA promotes its Code of Practice and Code Compliance Monitoring Committee (CMC) Charter, established during…
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Apr 24, 2017

Five Award-Winning Features of TCN Platform 3.0

Posted In : Business Intelligence, Compliance, TCN Features, VocalRx
Author: Mckay Bird

Every year, the Technology Marketing Corporation (TMC), a global, integrated media company, awards the best of the best in teleservices, customer relationship management (CRM), and call centers. TCN gladly received one such award, the 2017 CUSTOMER Product of the Year. The award recognizes TCN’s efforts to improve the call center, which, in turn, enhance communications between organizations and their customers…
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Apr 18, 2017

TCN Unveils the “State of the Collections Industry” Report, Uncovering Technology Trends, Compliance Challenges and Future Outlook

Posted In : Collections, News, Press, TCPA
Author: TCN

St. George, Utah – April 18, 2017 – TCN, Inc.,a leading provider of cloud-based call center technology for enterprises, contact centers, BPOs and collection agencies worldwide, today announced the results of its “State of the Collections Industry” report, which reveals the collection industry executives’ views on technology, communications, regulations and future outlook. With the goal of understanding human sentiment and…
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call center customer service

Apr 17, 2017

5 Ways to Guarantee Success in the Customer Service Call Center

Posted In : Call Centers, Customer Service
Author: Mckay Bird

With the high price of understaffing—like missing service level targets, high agent turnover, and more— customer service call centers often feel pressured to hire more agents or to increase the number of assigned shift hours. But size is no guarantee of success. A call center agency or department boasting filled seats doesn’t always translate into happier customers and agents, nor…
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Apr 14, 2017

Why Scalability is Important for Your Call Center

Scalability tends to surface in conversations about the cloud and cloud-based technologies like TCN’s call center platform. Unfortunately, the word often serves as a signifier of “smartness” rather than a concrete term. To help you understand what scalability really means and why it matters, we explore some definitions, a bit of history, and a few benefits here. What is Scalability?…
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