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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Sep 26, 2019

Keeping Agents TCPA Compliant: 4 Tactics Proven to Reduce Grey Hair

Posted In: Compliance, Strategy Author: TCN

Keeping agents TCPA compliant is tough. There are many ways contact centers can inadvertently bring down a hefty fine on their call center. But there are few tactics managers and agents can apply to remain TCPA compliant and avoid a regulatory consequence. Discover each one below. 4 TCPA Compliance Tactics Obtain Written Consent Every call […]

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Sep 13, 2019

Call Center Customer Retention Strategies: The Unsung Heroes

Posted In: Strategy Author: TCN

Many business owners don’t realize that retaining customers is a legendary strategy for boosting the bottom line. A study by the revered inventor of the Net Promoter Score (NPS) famously wrote that boosting your retention rate by a mere 5% can result in an unprecedented rise in profits – anywhere from 25-95%. Comparing that to […]

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TCPA Compliance

Aug 15, 2019

Solutions to Common Causes of the Most Damaging TCPA Penalties

Posted In: Compliance, Strategy Author: TCN

Complying with regulations is an inevitable part of doing business. The call center industry is no different. The TCPA (Telephone Consumer Protection Act) establishes many regulations that, if not followed, can lead to significant fines and lawsuits for call centers. And U.S. lawmakers have added more provisions in recent years. Just in the last month, […]

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Aug 13, 2019

The Causes of Poor Agent Performance (And How to Fix Them)

Posted In: Strategy Author: TCN

Noticed a slump in productivity? Getting more customer complaints than usual? Feeling like things are running slowly and inefficiently in the office? A common cause for all of these situations: poor agent performance. That issue doesn’t just impact KPI targets and customer satisfaction; if agents feel like they’re not getting the support they need to […]

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Aug 05, 2019

Instant Inbound Call Center Software Fixes for Better Customer Satisfaction

Posted In: Strategy Author: TCN

Average Handle Time (AHT) is one of the most critical metrics in the call center business. From the time a customer dials to the completion of their call, a higher than expected AHT could result in an unhappy customer. If it’s not obvious why that matters, know this: fifty-four percent of customers break ties with […]

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Jul 30, 2019

Call Center KPIs: The Metrics that Reveal Dead Air

Posted In: Strategy Author: TCN

We’ve said it before, but it bears repeating: Customers hate waiting. One survey showed that two-thirds of customers are only willing to wait for 2 minutes or less. 13% said that “no wait time is acceptable.” And just like customers hate being put on hold… Call center managers hate it when there’s dead air. When […]

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Jun 21, 2019

Customer Retention Strategies Powered by Cloud Contact Center Software

Posted In: Strategy Author: TCN

A lot of businesses think they need to spend all day getting new customers. However, according to Harvard Business Review, “Acquiring a new customer is anywhere from five to 25 times more expensive than retaining an existing one.” That means more time should be spent on making existing customers happy and excited to continue doing […]

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Agent Performance Image Bullseye

Jun 07, 2019

5 Not-So-Surprising Reasons for Poor Agent Performance

Posted In: Strategy Author: Mckay Bird

What’s the number one priority of any thriving call center? Quickly addressing customer problems and buyer objections. The problem: there are a complicated series of steps between an incoming call and a happy customer hang up. An agent’s ability to navigate those steps effectively is a huge factor in accomplishing high levels of customer satisfaction. […]

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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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