Aug 24, 2018

Choosing a Contact Center Solution to Modernize Your Customer Support

Posted In: Blog Author: TCN

Cloud technology has revolutionized every aspect of modern business and contact centers are no exception. While many businesses still rely on outdated, expensive to maintain hardware dialers, their competitors are quickly gaining market share by adopting modern contact center solutions. Why is that? Because, according to a Price Waterhouse Coopers report, “59% [of customers] will […]

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Jan 15, 2018

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

Posted In: Blog, Business Intelligence, Call Center Solutions, Call Centers, News, Now Trending Author: Mckay Bird

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 […]

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Dec 13, 2017

Spotting TCPA Compliance Issues: 3 Cases and 3 Causes

Posted In: News Author: Mckay Bird

As TCPA class action lawsuits and settlements mount, contact center leaders feeling increasing pressure to protect their business from legal jeopardy. Below are three TCPA compliance cases that all failed the legal test for compliance. Each case includes a summary, the nature of the TCPA violation, and the cost. You’ve Won a Free Cruise Summary: […]

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Dec 11, 2017

13 Ways to Discover a Contact Center Platform Fits

Posted In: Blog, News Author: Mckay Bird

The cloud-based contact center benefits contact and revenue generation efforts unlike any legacy system. From easily meeting business objectives to improving customer engagement, a well-chosen platform can mean huge returns. Whatever the reason, deciding on the right platform means assessing several key qualities. Adaptability When it comes to the cloud based contact center, solutions need […]

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Nov 13, 2017

ACA Fall Forum: Leadership, Collections, Training and the Cloud Based Contact Center

Posted In: Blog Author: TCN

The ACA International Fall Forum & Expo advises, “The divisions in Washington and around the country are clear to see, but the key for any business is to stay focused on where policy changes may come.” To that end, the organization hosted several sessions and events meant to help businesses navigate the customer communications quagmire […]

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Nov 02, 2017

How the Cloud Based Contact Center Intersects with LISTEN2017

Posted In: Blog, Business Intelligence, Call Center Solutions, Conferences Author: TCN

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 […]

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Oct 27, 2017

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

Posted In: Agent Efficiency, Blog, Business Intelligence Author: TCN

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. […]

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