Archive for the 'Agent Efficiency' Category


How to Use Predictive Dialer Software and Business Intelligence to Improve TCPA Compliance

Published under Agent Efficiency,Blog,Business Intelligence on

The previous post discussed how business intelligence helps executives and managers build better-functioning businesses and stronger communications with customers. This post examines functions of the cloud based call center, specifically, predictive dialer software. By employing the feature and complementing it with business intelligence, organizations can reach more customers and take steps toward better TCPA compliance. Predictive Dialer Software Predictive dialer…
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Accurate Agent Metrics Make or Break Modern Contact Centers

Published under Agent Efficiency,Call Centers on

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…
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10 Contact Center Trends Affecting Agent Employment in India

Published under Agent Efficiency,Call Centers,India on

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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Happy Call Center Agents are TCPA Compliant Agents

Published under Agent Efficiency,Compliance,TCPA on

Call center rules and regulations for agents sometimes feel like a list of “thou shalt not’s.” Managers receive directives from federal and state governments. They, in turn, command call center agents to avoid certain practices and adhere to guidelines found within the Telephone Consumer Protection Act (TCPA), the Health Insurance Portability and Protection Act (HIPAA), and the Payment Card Industry…
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Five Takeaways from ACA International Spring Forum and Expo

Our Executive Account Manager Mike Gray recently attended the ACA International Spring Forum and Expo in Las Vegas. He came back with all sorts of ideas gleaned from the forum’s keynotes and breakout sessions. He also returned with some takeaways. A few were surprises. Others were expected. Regardless, all affect call center operations specifically and communication generally. We share his…
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Why Employee Engagement Is the Key to Staffing Your Contact Center

Published under Agent Efficiency,Call Center Solutions on

Employee engagement has been a hot topic the past few years and shows no signs of falling out of favor. But what is employee engagement? It’s a term that means a lot of things to a lot of people. David Mizne of 15Five might put it best when he defines employee engagement in this way: Employee engagement is proactively and…
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The Multichannel Call Center and Its Impact on Customer Service and Agent Efficiency

When looking back on how technology has revolutionized communication, we often point out the physical changes. Who could fathom using some of the earliest forms of long distance communication methods such as smoke signals and carrier pigeons in today’s modern society? Continue Reading »

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TCN Call Center Webinar: New Year, New Opportunities: What’s Your Call Center Resolution for 2016?

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St. George, Utah – January 14, 2016 – TCN, Inc., a leading provider of cloud-based call center technology for enterprise, contact centers, BPOs and collection agencies worldwide, will hold a free webinar titled, “New Year, New Opportunities: What’s Your Call Center Resolution for 2016?” on Thursday, January 28 at noon, MDT (2 pm, EDT). The informative webinar will educate attendees…
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Meeting the Challenges of Call Center Management Head-on

The world of the modern call center is high-stakes, high-speed, and high-pressure. Managing all the moving parts can be a major challenge for anyone, but with access to the right tools, you can overcome those challenges. Let’s take a look at some of the biggest hurdles facing call centers today according to some experts in the field. Building and Keeping…
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Work Smarter: Increase Agent Efficiency with TCN

Workplace efficiency — it’s on the tip of everyone’s tongues as organizations seek to make the most of every hour of the workday. And while your call center agents are “busy,” are they productive? Are you providing them with the tools and training to be both? Join us this Thursday, June 25, at noon MT for a free webinar on…
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