Dec 02, 2018

Keep Agents Happy Using Call Center KPIs to Fight Agent Burnout

Posted In: Uncategorized Author: TCN

Agent burnout is a nasty problem – and no stranger to call centers around the world. It leads to high attrition rates, inconsistent employee experience and poor business results. But it doesn’t have to. By measuring call center KPIs, companies can reduce agent burnout and dramatically improve agent loyalty, company standing and performance. Here are […]

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Nov 27, 2018

3 Ways Interactive Voice Response (IVR) Keeps Agents on the Phone

Posted In: Uncategorized Author: TCN

MIT reports service-based businesses see higher customer satisfaction and retention rates when self-service meets customers’ actual needs. But if quality self-service IVR functions solve typical concerns and problems, what happens to a business’ call center agents? Do they keep a role in such a paradigm? Absolutely. While customers can handle a lot of routine items […]

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Oct 26, 2018

How Call Center Software Builds Top Net Promoter Scores

Posted In: Blog, Uncategorized Author: TCN

Net Promoter Scores (NPS) are one of the best methods of measuring customer loyalty, according to recent research from the Temkin Group. After asking thousands of consumers to give an NPS to 294 companies across 20 industries, they discovered that promoters, as compared to detractors, are more than 5x as likely to repurchase from companies, […]

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Jun 22, 2018

5 Ways Call Center Business Intelligence Speeds Up Return on Investment

Posted In: Blog, Uncategorized Author: TCN

Few businesses purchase call center technology without considering its return on investment (ROI). Instead, they define their business goals and needs, and then compare possible contact center solutions. A couple of technologies rise to the top – usually the ones geared toward recouping an investment the fastest. One common element to the winner’s circle? Call center […]

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Jun 01, 2018

How Can Updated Call Monitoring and Speech Analytics Help My Business?

Posted In: Blog, Uncategorized Author: TCN

Call monitoring software can seem insignificant when compared to features like blended call flows, dynamic agent scheduling, and interactive voice response (IVR). But that insignificance is a myth. Call monitoring and recording software offers huge benefits. And, combined with Speech Analytics, those benefits multiply for agents and the bottom line. Speech Analytics Delivers Insight on […]

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cloud call center technology

May 25, 2018

TCN Improves Customer Insights with Its Cloud Call Center Platform

Posted In: Blog, Uncategorized Author: TCN

Recently, TCN introduced several updates for its cloud call center platform with more to be rolled out throughout 2018. Here is a brief recap of their latest call center technology updates, all of which offer opportunities to enhance customer relationships and improve business analytics and insights. 1. Speech Analytics Enhance Cloud Call Center Platform Speech […]

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May 18, 2018

Call Center Metrics: The Divining Rod of Performance and Quality

Posted In: Blog, Uncategorized Author: TCN

Some call center execs “know in their gut” whether or not their business is succeeding. For the rest of us, a mystical connection to the building and employees wasn’t in the cards. To close the gap from palm-reader to big-data guru, start with a foundation of metrics. How do call center metrics help? The answer: […]

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Mar 19, 2018

5 Ways Voicemail Delivery and Blended Accelerate Business

Posted In: Blog, Uncategorized Author: TCN

When call center agents contact customers about appointments, missed payments or a promotion, they often brace themselves for declined calls and tense conversations. But what if they could increase callbacks without wasting time on either scenario? With voicemail delivery and blended call center technology, businesses can accomplish just that. Here are five ways voicemail delivery, […]

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Apr 01, 2017

Just testing

Posted In: News, Uncategorized Author: TCN

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