Archive for the 'Call Centers' Category


13 Top Trends Affecting Call Center Technology in 2018

Published under Blog,Call Centers,News on

As businesses and organizations set goals and make plans for 2018, they may wonder what trends will impact their communications and call center technology. Several developments could impact the two, ranging from the repealed net neutrality regulations to the shifting role of the call center agent. To help businesses prepare for the future, TCN covers 13 top trends affecting contact…
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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 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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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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5 Benefits of Call Recording for Today’s Call Centers

Published under Call Centers,call recording,cloud-based,Compliance on

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

Published under Call Centers,India,News on

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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How Customer Auto Payment Solutions Improve the Contact Center

Published under autopay,Call Centers on

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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How Voice Recognition Software Benefits Call Centers

Published under Call Centers,IVR on

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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