Apr 23, 2019

Meat And Potatoes: Jesse Bird CTO and Co-founder of TCN

Posted In: News, Press Author: TCN

Meat and Potatoes shines a light on the people in Silicon Slopes who get things done. Hosted by Silicon Slopes Director of Operations Garrett Clark and random interns we explore how, why, and when they get those things done, and why their work is the meat and potatoes of Utah’s tech community. In episode 33 […]

Read »

increase agent productivity

Apr 15, 2019

Top 3 Tech-Savvy Strategies for Call Center Quality Monitoring

Posted In: Blog, call center quality monitoring, Compliance, TCPA, tcpa compliant, Uncategorized Author: Mckay Bird

Quality monitoring call centers is essential for many reasons. To make sure agents are doing their job effectively. To better understand customer needs. To identify issues with call equipment. And much more. The classic phrase, “This call may be recorded or monitored, for quality and training purposes” refers to quality monitoring call centers. We’re going […]

Read »

blended call center

Apr 05, 2019

The Ultimate Blog for Using Call Center Metrics to Improve Agent Performance

Posted In: business performance, Call Centers, Customer Service, Outbound Author: Mckay Bird

You don’t know what you don’t measure. That is, you might have a general idea about call center performance. You could feel that agents are working well. However, you don’t know either of those two things with any sort of clarity. It’s all guesswork and gut instinct. Unfortunately, the qualitative method provides few, if any, […]

Read »

Apr 03, 2019

TCN Receives 2019 CUSTOMER Magazine’s Product of the Year Award

Posted In: Awards, News, Press Author: TCN

St. George, Utah – April 3, 2019 — TCN, Inc., the leading provider of cloud contact center technology for enterprises, contact centers, BPOs and collection agencies worldwide, announced today that TMC, a global, integrated media company, named TCN’s Cloud Contact Center Platform as a 2019 CUSTOMER Product of the Year Award winner, presented by CUSTOMER […]

Read »

Mar 25, 2019

4 Inbound Call Center Software Features that Shorten Handle Time

Posted In: Blog, Business Intelligence, Inbound, Outbound, TCN Features Author: TCN

How long should agents be on the phone with customers? As long as it takes to solve their problem…and not a second longer. There’s an important distinction between reducing handle time and improving handle time. Call centers can use different shortcuts and hacks to achieve a reduction in handle time. They can also just rush […]

Read »

business intelligence

Mar 15, 2019

Quick Start to Using BI in Customer Retention Strategies

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

Everything needs that special something to grow. Plants need water and sunshine. Humans need great food, clean water and abundant plants. Businesses… They need customers. As many as they can get. But unlike plants and humans, they don’t have to constantly replenish themselves. Once a business gets a customer, they could potentially keep them (and […]

Read »

tcpa compliant blog image

Mar 08, 2019

TCPA Penalties List Round Up: Causes and Consequences

Posted In: Blog, Call Centers, Switch to the Cloud, TCN Features, TCPA Author: TCN

TCPA compliance isn’t just good business sense… It’s good financial sense, too. Due to statute and regulation ambiguities, call centers nationwide are frequently hit with steep TCPA penalties.. And there are numerous examples of this happening (which we’ll get into later). Before we get into that, we want to take a stroll through the TCPA […]

Read »

ACD call system cloud contact center platform

Mar 01, 2019

4 Ways an ACD System Shortens Call Time and Increases Agent Availability

Posted In: Blog, Call Center Solutions, IVR Author: TCN

What are 2 ways to optimize call centers? Shorten call times and increase agent availability. Simple. But not easy. Unless… Call centers have the right technology. Something like… A piece of software that intercepts calls and automatically moves callers to the right place or the right agent. That’s precisely what an ACD system can do. […]

Read »