Dec 15, 2018

5 Ways to Improve Agent Performance with Inbound Call Center Software

Posted In: Agent Efficiency, Inbound, Outbound, Strategy Author: TCN

If agents aren’t performing well, neither is the call center. But agents can’t do all the work on their own. Check out the many ways inbound call center software improves agent performance through top-notch tech. 5 Ways to Improve Agent Performance Using Inbound Call Center Software Agent performance doesn’t solely depend on the agents themselves and […]

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Nov 23, 2018

Create Amazing Customer Experiences with Outbound Call Center Software

Posted In: Agent Efficiency, Inbound, Outbound Author: TCN

According to Esteban Kolsky, a customer strategist and found of ThinkJar, 67% of consumers cite bad experiences as the reason for churning – a nice way to say they are no longer a customer. A call center’s primary concern should be improving customer experience as much as possible since, according to customer experience consulting firm […]

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Mar 19, 2018

5 Ways Voicemail Delivery and Blended Accelerate Business

Posted In: Outbound, Strategy, VocalDirect 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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Sep 25, 2017

Improving Contact Center Agent Efficiency Using Cloud Based, Blended Call Flows

Posted In: Agent Efficiency, Business Intelligence, Cloud Call Center Software, Inbound, Outbound, Press, Strategy Author: Mckay Bird

Businesses might be looking for a cloud based call center that enhances inbound calls to improve customer satisfaction and increase customer loyalty. Then again, they might need a call center platform that helps agents adhere to current standards and regulations, particularly when making outbound calls to sell products or collect payments. Maybe they need a […]

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Jun 21, 2017

TCN Launches VocalDirect, a New Direct-To-Voicemail Feature for Its Advanced Cloud-based Contact Center Platform, Platform 3

Posted In: Outbound, Press, VocalDirect Author: TCN

St. George, Utah – June 21, 2017 – TCN, Inc., a leading provider of cloud-based call center technology for enterprises, contact centers, BPOs and collection agencies worldwide, announced today the unveiling of VocalDirect, a new direct-to-voicemail technology feature for its flagship cloud-based contact center platform, TCN Platform 3.0. TCN’s new streamlined ringless voicemail technology enables […]

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Jun 20, 2017

How to Maximize Call Center Efficiency with Blended Call Flows

Posted In: Inbound, Outbound Author: Mckay Bird

Call center efficiency translates to better margins and profits, explaining why collections agencies and customer service departments pursue ever-more efficient agents and operations. A smart method to achieve optimal call center efficiency happens with blended call flows. The process “blends” inbound and outbound calling initiatives, producing productivity and efficiency gains across your call center, agency, […]

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Mar 10, 2017

Will Outbound Call Automation Help My Call Center?

Posted In: Cloud Call Center Software, Compliance, Outbound Author: Darrin Bird

Outbound call automation holds benefits for call center agencies and companies with a call center department. However, many executives worry that the tactic will rain down the wrath of consumers, the Federal Trade Commission (FTC), and the Federal Communications Commission (FCC). Perhaps you share that concern. You have a right to. Changes with the Telephone […]

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Sep 06, 2016

A Customer-Service Match: Outbound Notifications and Cloud-Based Call Center Technology

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

The customer experience is the centerpiece of any call center. It makes for happy customers, and happy customers stay with you business and share their stories with friends and family. They become advocates for your brand, all because of a little thing known as customer service. But that little thing isn’t always easy for call […]

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blended call center

Apr 14, 2016

Top Seven Benefits of a Blended Call Center Environment

Posted In: Business Intelligence, Inbound, Now Trending, Outbound, Strategy Author: Terrel Bird

The International Customer Management Institute (ICMI) reported in 2011 that blended, or two-way, communication “between the call center and the customer can enable a positive impact on the customer experience and operational efficiencies.” The organization also found that most survey participants view blended call center environments integral to adding revenue, increasing customer satisfaction and improving […]

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Jan 14, 2016

Phone Survey Strategies that Deliver the Best Results

Posted In: IVR, Outbound, Strategy Author: Mckay Bird

Successful phone survey research involves a dedication of time, effort and a well-thought out strategy. To get the best possible results, it makes sense to do as much research as possible ahead of time , so you’re well prepared before administering the survey.

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