Archive for the 'Terrel Bird' Category


Resolve to Implement Business Intelligence in your Call Center Technologies in 2017

2017 is right around the corner, and with a new year comes new resolutions. From people spending more time with family to maintaining a gym membership for longer than three months, we all want to start the new year off right, but, when it comes to resolutions in the call center, that’s a whole different ball game. As 2017 approaches,…
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6 Tips to Maximize Your Call Center Solution and Increase Collections

Debt collection might not win any prizes as a glamorous task, but it is a necessary one. It keeps your business running smoothly and, if thought about objectively, helps people retain or improve their credit scores. Paying off debt is good for everyone, but it can sometimes proves a rough and tough endeavor. Customers have been harassed or abused in…
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Combat These Common Customer Service Challenges by Empowering Your Call Center Team

Providing excellent customer service is a top goal for many – if not most – companies. While there are some intangibles that come into play, for example, some employees excel at making connections with customers and smoothing over difficult situations, there are also many ways to arm your team to ensure that everyone feels empowered to provide the absolute best…
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Top Seven Benefits of a Blended Call Center Environment

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

The International Customer Management Institute (ICMI) reported in 2011 that blended, or two-way, communication “between the call center and the customer can enable a positive impact on the customer experience and operational efficiencies.” The organization also found that most survey participants view blended call center environments integral to adding revenue, increasing customer satisfaction and improving inbound and outbound metrics such as service level and abandonment rates. Continue Reading »

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Big Data and Other Call Center Trends for 2016

2016 promises an increased focus on call center technology trends like mobile broadband, M2M (machine-to-machine), cloud-based call center systems and OTT (over-the-top) services. But no matter which trends lead the telecommunications industry this year, there’s one trend that is most definitely here to stay: big data management. Continue Reading »

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TCN Celebrates Our Merger with Global Connect

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TCN has some exciting news to share with our customers and the call center industry as a whole – we’ve merged with Global Connect, a fellow provider of contact center technology. This merger will enable us to deliver an even higher level of service to our entire customer base as we join the forces of two of the leading contact center providers. Continue Reading »

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Integrating TCN’s Cloud-based Call Center Solution: API & Security Upgrades

One of TCN’s greatest strengths is the software’s adaptability to meet the needs of a diverse client base. The tools and capabilities that make a hosted contact center so powerful can be seamlessly integrated with your existing systems, including customer relationship management (CRM) software, to build a complete virtual environment. When all the parts of your system are communicating, your…
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The 3 Key Benefits of Cloud-based Computing for Call Centers

The call center industry is shifting away from on-premise solutions, and it’s a change that’s making contact centers more efficient, flexible, and safe. DMG Consulting predicts the number of call centers using a cloud-based framework will double throughout 2015. Tom Nolle, president of CIMI Corp., believes that cloud adoption will continue to pick up in 2015, but that we’ll see…
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