Archive for the 'Mckay Bird' Category


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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Finding an Optimal Cloud-Based Contact Center Solution

Technology purchases are always weighty decisions. Buying a cloud-based contact center solution is no exception. While cloud-based services, including the well-known SaaS and IaaS, can save time, money, and effort, you probably want some guarantees. You, after all, need a platform that enhances productivity, increases efficiency, and cuts down on operational expenses. To make the matter more succinct, you want…
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The Five Best Metrics for Quality Management in the Call Center

Quality control, quality assurance, quality management…a lot of “quality” goes into the successful operation of a call center environment. Fortunately, managers don’t have to start from scratch when it comes to defining critical metrics. Many established call center metrics, including average call handle times and calls per hour, remain relevant today. Managers should still look to those tried and true…
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TCN CMO Mckay Bird Recognized as a 2017 SAMY Award Winner by Utah Business

Published under Awards,Mckay Bird,News,Press,Utah on

St. George, Utah – December 6, 2016 – TCN, Inc.,a leading provider of cloud-based call center technology for enterprises, contact centers, BPOs, and collection agencies worldwide, today announced that Mckay Bird, chief marketing officer (CMO), has been named a 2017 Sales & Marketer of the Year by Utah Business Magazine. The fifth annual Sales and Marketer of the Year (SAMY)…
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The Top 13 Call Center Technology Trends for 2017

What does 2017 hold for the contact center? A number of key trends are dominating the conversation and have started to infiltrate the market well before this year. Customers report that analysts and the media have discovered new tech and trends, promising that 2017 will be an exciting year. Do you agree? Have we missed any critical developments? Tweet your…
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A Customer-Service Match: Outbound Notifications and Cloud-Based Call Center Technology

The customer experience is the centerpiece of any call center. It makes for happy customers, and happy customers stay with you business and share their stories with friends and family. They become advocates for your brand, all because of a little thing known as customer service. But that little thing isn’t always easy for call center agents to achieve. When…
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New Call Center Technology for the Healthcare Industry Can Improve Communication and Increase Revenue Across the Community

Healthcare providers face a number of demands on their time, from full days seeing patients to managing administrative tasks after the day is done. Adding to the burden is ensuring that effective patient communication is easy, cost-effective and efficient, which is a tall order for most organizations. In fact, a recent survey found that patients rank greater communication with their healthcare provider (50 percent) as being just as important as a life event (50 percent) in motivating them to become more engaged with their healthcare. Continue Reading »

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New Technology Innovations Emerging in the Call Center Marketplace

Technology seems to move at the speed of light these days, regardless of industry. Call center technology, for instance, has undergone so many changes in the past few years that it looks nothing like it did a decade ago. The technology itself is different – from the hardware to the software, and it’s only going to improve with time.

We know this statement as fact because we’ve seen it first-hand with our own cloud-based call center technology evolution, resulting in its current form as a call center and business intelligence solution. But we aren’t done innovating – and we certainly don’t plan to any time soon. Continue Reading »

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Budget-friendly Solutions for Growing Contact Centers

Published under Call Center Solutions,Call Centers,Mckay Bird on

It’s vital that call centers be able to scale quickly and accommodate rapid growth in today’s business world. Whether the organization has had an influx of new customers and subsequently hires additional agent support, or two businesses have have merged, resulting in a sudden uptick of employees, there is often a scenario when it’s required to augment existing contact center solutions. Continue Reading »

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TCN’s Year in Review: A Roundup of Product Innovation and Success

With spring and Daylight Saving Time right around the corner, it’s out with the old and in with the new, right? Well, before we rush to turn the page, we thought we’d take a moment to review a few recent successes, including several award wins! The past year has been pretty exciting here at TCN, full of new product launches and of course our merger with Global Connect in December, which all help further TCN’s reputation within the marketplace as an innovative call center technology leader. Continue Reading »

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