Archive for the 'Call Center Solutions' Category


The Cloud-Based Contact Center 2017 Recap: Trends and Events Impacting Collections and Communications in the New Year

Here are five 2017 trends and events to consider as you plan your 2018 call center operations strategy. Keep an eye out for big picture realities and how they have affected your call center, and you’ll be able to better manage or leverage similar events in 2018. Avaya Declares Bankruptcy In the spring, Avaya, an on-premise call center provider, declared…
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Take Advantage of Leading Cloud-Based Call Center Technology with TCN’s 7 Free Demos

The best cloud-based contact center technology exceeds your expectations. TCN aims to be that best provider with its free demos. These demos demonstrate the full platform, giving you a glimpse of what your communications and debt collections could look like long-term. To give you an idea of what to expect, here are seven platform features you can check out during…
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Comparing the Drawbacks and Advantages of On-Premise and Cloud-Based Contact Centers

Selecting contact center software for your business frequently turns into a complex purchasing decision. It first requires an understanding of the technology and its purpose. However, the decision also demands another input: your company stakeholders. Convincing them is no easy feat. You’ll need to provide detailed information about the technology and its impact on different departments and operations. To deliver…
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How the Cloud Based Contact Center Intersects with LISTEN2017

As Bryce Payne and Clint Laubaugh prepare to attend LISTEN2017, a premiere event for customer engagement analytics professionals, we sat down to ask what they expect to see and hear at the three-day conference. They talked with us about cloud-based “everything,” including the cloud-based contact center, compliance concerns, and business operations. We know the cloud is changing things across every…
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How the Cloud-Based Contact Center and Business Intelligence Improve Monthly Call Center Metrics

Keeping in touch with customers usually reigns as a top concern for any organization, be it a B2C, B2B company or nonprofit. Regular communication keeps brands “top of mind” and often delivers greater customer satisfaction and loyalty. But that’s where the challenge comes in. Customers want “right-now” communications that cater to their interests and personalities. Organizations desire to meet the…
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How TCN’s Cloud Contact Center Solutions Help Australian Contact Centers Turn into Customer Experience Hubs

A convergence of forces (such as the Do Not Call Register, multiplying communication channels, offshoring, and technology adoptions) have many Australian contact centers wondering if their days are numbered. Justin Tippett of Contact Centre Central, an Australian-based resource for people working in contact centers, interviewed several executives in the contact center and business process outsourcing (BPO) industries to assess the…
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Improving Contact Center Agent Efficiency Using Cloud Based, Blended Call Flows

Businesses might be looking for a cloud based call center that enhances inbound calls to improve customer satisfaction and increase customer loyalty. Then again, they might need a call center platform that helps agents adhere to current standards and regulations, particularly when making outbound calls to sell products or collect payments. Maybe they need a solution that has the best…
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Understanding Service Level Agreements and the Cloud Based Contact Center

Published under Blog,Call Center Solutions,Cloud Technology,News on

What is a Service Level Agreement? A service level agreement (SLA) is a contract between a service provider and its customers. As such, it specifies services to be rendered and performance standards to be met. Some of those standards and services pertain directly to the cloud based call center when they concern items like response times to inbound calls and…
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How Cloud Contact Center Solutions Could Empower the Canadian Contact Center Industry

The outlook for Canada’s general and contact center industries present an interesting picture. The country claims higher corporate profits in spite of a still-slumped economy. Meanwhile, Canadian GDP is expected to grow this year (exports have already risen) even as analysts warn the housing market poses a sizable risk. Also of note, Canada possesses a large bilingual workforce, yet corporations…
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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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