Call center software

Aug 31, 2020

TCN Monthly Recap – September 2020

Posted In: Now Trending Author: Marie Christenson

As the call center industry adjusts to the unprecedented changes of COVID-19, it is recognized as an industry that concentrates on employees and provides excellent customer experience. As more and more contact centers implement cloud-based technology, organizations are seeing improved results in efficiency and performance. Industry Trends Take a look at everything you need to […]

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Call Center, Cloud-Based, Customer Relationship, T-Mobile Outage

Jun 29, 2020

T-Mobile Outage: The Effects on Call Centers and Consumers

Posted In: Cloud Call Center Software, Now Trending Author: Hannah Gardine

T-Mobile Outage It looks like a software engineer in Silicon Valley might have tripped over the power cord again… Nobody can fully prepare for a crisis. However, when one does occur, organizations can do their best to use it as an opportunity to improve their processes and customer service. Recently, T-Mobile experienced a global outage […]

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Oct 08, 2019

iOS 13 to Silence Unknown Callers

Posted In: Call Blocking & Labeling, Collections, Now Trending, Privacy & Data Security, Strategy Author: TCN

Guest Blog by Molly Weis  Apple iOS 13 Call Silencing Feature Apple released iOS 13 on Thursday, September 19, which came out one day before the launch of the iPhone 11, iPhone 11 Pro, iPhone 11 Pro Max. Details on new iOS 13 features have been published since earlier this summer, including many improvements to make iPhone fasters, […]

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interactive voice response strategies image

Jun 21, 2019

5 Calls You Can Automate Through Interactive Voice Response

Posted In: IVR, Now Trending Author: TCN

Every day, contact centers all over the world unknowingly waste time and money on customers with one simple requests. The worst part? Customers did not need or want to talk to an agent to solve their request. In fact, an agent helping a customer in this situation may have made that customer’s experience worse – […]

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call center technology

Jun 15, 2018

TCN’s Call Center Technology Predictions for 2019

Posted In: Business Intelligence, Now Trending, Omni-Channel, Speech Analytics Author: TCN

We all love predictions – and the pursuit of call center technology as a competitive edge – that gets the pulse racing. That’s why the Executive Vice President at TCN Inc., Darrin Bird, is sharing his predictions for the upcoming year. So, strap on your visionary goggles and have a look beyond the veil of […]

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Feb 05, 2018

13 Top Trends Affecting Call Center Technology in 2018

Posted In: Business Intelligence, Cloud Call Center Software, Now Trending, Press Author: Mckay Bird

As businesses and organizations set goals and make plans for 2018, they may wonder what trends will impact their communications and call center technology. Several developments could impact the two, ranging from the repealed net neutrality regulations to the shifting role of the call center agent. To help businesses prepare for the future, TCN covers […]

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call center software

Jan 15, 2018

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

Posted In: Business Intelligence, Cloud Call Center Software, Collections, Now Trending, Press Author: Mckay Bird

Here are five 2017 trends and events to consider as you plan your 2018 call center software 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, […]

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Oct 31, 2017

Three Reasons On-Premise Call Center Software Provider Avaya Declared Bankruptcy in 2017

Posted In: Cloud Call Center Software, Now Trending, Press, Strategy Author: TCN

The utility of legacy, on-premise contact center solutions seems to have peaked, and Avaya’s bankruptcy could be the unlikely death toll of that once-great industry. At least, corporate treasurer John Sullivan hints at that in his statement to Network World regarding Avaya’s bankruptcy. Sullivan said, “Over time, with the explosion of applications and software-as-a-service, together […]

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Aug 07, 2017

Why Accounts Receivable Management is Moving to Cloud Contact Center Solutions

Posted In: Business Intelligence, Cloud Call Center Software, Collections, Now Trending Author: Mckay Bird

Mckay Bird, TCN’s Chief Marketing Officer (CMO), shared his insights into the trends pushing the accounts receivable management (ARM) industry toward cloud contact center solutions. Bird also spent time conversing about TCPA compliance, a huge concern for businesses and organizations attempting to collect on debts. However, Bird made a point to discuss the broader benefits […]

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Jul 28, 2017

How Cloud Contact Center Solutions Could Empower the Canadian Contact Center Industry

Posted In: Business Intelligence, Cloud Call Center Software, Inbound, Now Trending Author: Darrin Bird

The outlook for Canada’s general and contact center industries present an interesting picture. The country claims higher corporate profits in spite of a still-slumped economy. Meanwhile, Canadian GDP is expected to grow this year (exports have already risen) even as analysts warn the housing market poses a sizable risk. Also of note, Canada possesses a […]

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