Mar 10, 2017

Will Outbound Call Automation Help My Call Center?

Posted In : Call Centers, Compliance, Outbound, TCPA
Author: Darrin Bird

Outbound call automation holds benefits for call center agencies and companies with a call center department. However, many executives worry that the tactic will rain down the wrath of consumers, the Federal Trade Commission (FTC), and the Federal Communications Commission (FCC). Perhaps you share that concern. You have a right to. Changes with the Telephone Consumer Protection Act (TCPA) and…
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Mar 8, 2017

The Top 7 Security Trends in the Call Center Industry for 2017

The call center, be it a department or agency, works with data every minute of every day. Thus, it cares deeply about data security and privacy. Safeguarding information ensures the organization’s longevity. Customers, clients, and patients, after all, won’t stay long with an organization that fails to keep their personally identifiable information (PII) private and secure. Here are seven trends…
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Mar 2, 2017

TCN Wins Bronze Stevie Award for Sales & Customer Service at the 11th Annual Stevie Awards

Posted In : Awards, News, Press
Author: TCN

St. George, Utah – March 2, 2017 – TCN, Inc., a leading provider of cloud-based call center technology for enterprises, contact centers, BPOs and collection agencies worldwide, announced today that it has received a Bronze Stevie® Award in the Customer Service Solutions Technology Partner of the Year category at the 11th annual Stevie Awards for Sales & Customer Service. The…
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Feb 27, 2017

Avaya’s Bankruptcy: Lessons in Future Proofing and Stable Scalability

Posted In : Call Center Solutions, Cloud Technology, Compliance
Author: Mckay Bird

If you own a call center agency or oversee a customer service department, you may have used Avaya or followed news about the company. Avaya, a longstanding titan in the call center space with an especial focus on on-premise telephony technology, has filed for Chapter 11 protection. The company’s treasurer, John Sullivan, says the move is calculated and designed to…
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Feb 24, 2017

Part 2: How Could the New Administration Affect Debt Collection and TCPA Compliance?

In our previous post, we discussed how net neutrality and privacy laws could affect call centers and call center technology, including cloud-based call center platforms. This week, we take a closer look at debt collection and TCPA compliance. Could the new administration affect them? A distinct possibility exists. Ajit Pai, the acting Federal Communications Commission (FCC) Chairman, opposes the current,…
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Feb 22, 2017

Part 1: How Could the New Administration Impact Net Neutrality and Consumer Privacy?

Posted In : Collections, Compliance, Customer Service, TCPA, VOIP
Author: Darrin Bird

Anyone involved in telemarketing or collections wonders what the new administration portends for the Federal Communications Commission (FCC). It’s an admissible concern. The FCC governs national and international communications on a number of channels, so changes to it could hugely impact call center regulations and practices. The most pressing issues number two: 1. Net Neutrality and Consumer Privacy 2. Robocalling…
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cloud based voip

Feb 13, 2017

How the Cloud is Changing the Call Center Industry

Posted In : Call Center Solutions, Cloud Technology, Collections
Author: Mckay Bird

If you recall seeing “Cloudy with a Chance of Meatballs,” the iconic film heavily featured clouds and meatballs. However, it was more generally concerned with a resonant topic: change. A rainfall of meatballs meant adjustment for the characters and the environment. Back in reality, the cloud might not pour down spaghetti and meatballs, but it is a harbinger of change….
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Feb 7, 2017

TCN Receives 2016 Unified Communications Excellence Award from INTERNET TELEPHONY

Posted In : Awards, News, Press, VocalRx
Author: TCN

St. George, Utah – February 7, 2017 – 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 VocalRx, a cloud-based automated patient engagement platform, a recipient of the 2016 Unified Communications Excellence Award presented by TMC’s INTERNET TELEPHONY Magazine….
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call center management

Feb 3, 2017

10 Ways the EU’s GDPR Could Impact Call Centers in 2017

Posted In : Call Centers
Author: Kerry Sherman

The European Union (EU) passed a new version of the General Data Protection Regulation (GDPR) to be implemented in 2017 and enforced by 2018. The regulation changes the communications game for every business, from the smallest to the largest. It also harbors significant impacts to companies with or using call centers, with non-compliance proving fatal: IBM reports fines could be…
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Feb 2, 2017

How to Navigate International Call Center Laws with Leading Call Center Solutions

Posted In : Call Center Solutions, Call Centers, Compliance
Author: Kerry Sherman

According to a 2016 report from Willis Towers Watson, tech, media, and telecoms fear fines and penalties associated with regulations and data protection initiatives most. Their concern is understandable and likely held by the majority of business owners. Today’s companies encounter increased scrutiny and tighter regulatory climates, particularly if working overseas. The European Union’s (EU) General Data Protection Regulation (GDPR),…
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