Customer Retention Strategies with magnet

Dec 03, 2019

Customer Retention Strategies: Cloud Contact Center Soft Skills Roundup

Posted In: Cloud Call Center Software, Strategy Author: TCN

The business media world bursts with stories of entrepreneurs starting new ventures, many of which are powered by cloud contact centers. Then their company grows exponentially as they continually gain new customers. Until they don’t. While these stories are enticing and inspiring, many of these companies end up losing massive amounts of money. The lesson: […]

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Nov 21, 2019

ACD Contact Center Software: Painless Customer Service

Posted In: ACD, Cloud Call Center Software Author: TCN

In the past, customers calling a service line suffered through long hold times, wondering if and when they’d ever speak to an agent. This frustrating reality created many tense, angry customers who unloaded their problems onto unsuspecting agents trying to do their best. The customer wasn’t satisfied, forcing agents and managers to go above and […]

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Oct 23, 2019

The Cloud Contact Center Solution: Scaling Made Easy

Posted In: Cloud Call Center Software Author: Mckay Bird

So, your contact center nabbed another important client, and the buzz is bringing you more visibility and nibbles on the new business docket. Great job! But, will you be ready to take on the additional work? Building a successful contact center means having a flexible solution that can change with you as you grow. So, […]

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Cloud Contact Center Software State of the Industry image

Sep 13, 2019

Cloud Call Center Software: State of the Industry 2019

Posted In: Cloud Call Center Software, Press Author: TCN

For contact center managers to stay ahead of the curve, it’s important to know what’s happening with the industry – especially when it comes to cloud call center software. Changes are always occurring. New strategies are always being implemented. And the technology continues to evolve. Below we’ll look at the state of the cloud contact […]

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Cloud contact center solution vs on premise image

Jul 12, 2019

What’s the Advantage of Cloud Contact Center Solutions vs. On-Premise?

Posted In: Cloud Call Center Software Author: TCN

Every call center strives to offer excellent service. There are innumerable ways to get that done. One way is by hiring great people. If a call center employs agents who are wonderful with customers, the customers’ experience is going to be superior – another path is through technology. This is where many contact centers fall […]

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cloud contact center business intelligence agent working on laptop

May 21, 2019

The Best of Cloud Contact Center Software Business Intelligence in 2019

Posted In: Business Intelligence, Cloud Call Center Software Author: TCN

Cloud Contact Center Software’s Business Intelligence (BI) is rapidly evolving. In the early days, it was about financial metrics and notes punched into a customer’s profile on a CRM. But today… It’s spread into everything and become omnichannel. This is a good thing. It means contact centers are getting smarter and gaining more insights and […]

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image of strategy to improve call quality assurance

May 16, 2019

3 Strategies for Golden Call Quality Assurance

Posted In: Cloud Call Center Software, Strategy Author: Mckay Bird

Think of call centers as “customer happiness” manufacturing plants. Now imagine that every call made is another product shipped. Well, just like other manufacturers, call centers need to ensure the products they’re putting out are of the highest quality. If they don’t, customers will get a disappointing experience – and that could mean the call […]

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Apr 19, 2019

Wake Up from 3 Customer Service Nightmares with Call Center Software

Posted In: Cloud Call Center Software, Strategy Author: TCN

Imagine sipping the last drop of chamomile tea, slipping under a warm comforter, and slowly drifting asleep. But instead of dreaming about flying over the Atlantic ocean with pelicans or frolicking through a field of daisies and puppies… A nightmare with the worst call center fears takes hold. But don’t be too afraid… The heebie-jeebies […]

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Jan 23, 2019

How Call Center Platforms Increase Agent Happiness

Posted In: Agent Efficiency, Cloud Call Center Software, Inbound Author: TCN

Employee happiness, engagement, and productivity are always central to a top-notch call center. Gallup, for example, reports only 15% of global employees feel engaged with their work, with average top numbers coming in at an average of 70%. The difference lies in how these organizations view employees and their responsibilities to them. Gallup says “exceptional […]

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call center technology

Jan 04, 2019

Nail KPI Targets with Call Center Technology and Agent Skill Sets

Posted In: Cloud Call Center Software, Inbound, Outbound Author: TCN

Using call center technology to hit KPI targets requires 2 things: Agents who possess the right skill sets to meet their goals and satisfy customers. Call center technology that empowers agents and managers to do what they couldn’t do on their own. Of course, if call centers want to hit their KPIs they should outline […]

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