In the fast-paced modern call center, agents don’t have time to look up a phone number, read information about a lead, and manually dial each digit. It’s time to say goodbye to call center agents spending precious time personally dialing calls — only to have every third attempt result with someone answering the phone. In […]

It’s no secret that contact center managers could use all the help they can get when it comes to organizing, cutting costs, and improving productivity. With so many moving pieces in a call center, it’s vital for employers to increase their visibility on business metrics to make informed decisions. Having a system that keeps your […]

St. George, Utah – April 1, 2020 – TCN, Inc., a leading provider of cloud contact center technology for enterprises, contact centers, BPOs and collection agencies worldwide, announced today the company is offering complimentary outbound communication tools to all current customers and non-customers. In lieu of coronavirus (COVID-19), TCN is equipping companies with the communication […]

Delivering an outstanding product has always been key to success, but today’s consumer no longer focuses only on price. They want ease, personalization, and speed. In a crowded competitive landscape, call centers can stand out by delivering a delightful experience with a few simple call center platform features. Today we’ll dig into these tools and […]

From customer support, generating sales, and encouraging survey completion to general call campaigns, outbound call center software is a game-changer for businesses of every stripe. That’s only if managers and agents use it correctly, however. In the words of Peter Parker’s uncle, “With great power comes great responsibility.” That’s certainly true about making outbound calls, […]

Outbound calling is all about maximizing the number of connections made by agents with customers. But it’s not always a smooth process. There are regulations that must be obeyed and it’s easy to fall on the wrong side of the law. The document every call center manager needs to read is the Telephone Consumer Protection […]

Call floor managers have a seemingly impossible job these days. They must make sure their agents are providing the best service while being as efficient as possible. Key tools for this include call monitoring, sometimes intervening in agent conversations, as well as training and coaching agents. They also need to continually stay on top of […]

Getting paid can be the hardest part of doing business. From collection agency contact centers to businesses offering reminders and proactive payment assistance, it can be painful to efficiently handle payments with the systems that were once seen as cutting edge. Enter cloud contact center solutions; a suite of tools designed to make the process […]

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 […]

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 […]