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business intelligence call center

Jun 19, 2018

Reports, reports everywhere, but how much of it is of value?

Posted In : Call Centers, Customer Service
Author: Uthaman Bakthikrishnan

A typical call center manager spends about 30% of his/her time compiling reports that would help improve the efficiency of agents. Some of the standard reports include: 1. Speed of answer 2. Average call-handling time 3. Delay before abandon 4. Delay between calls 5. Email handling time 6. Percentage of calls abandoned 7. Number of interactions waiting While these queue-centric…
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Jun 10, 2018

Multi-channel customer service: the holy grail of contact centers

Posted In : Call Center Solutions, Customer Service
Author: Uthaman Bakthikrishnan

Recently, I wanted to know some information about my insurance policy and I visited the company’s website to figure out the way to reach them. There were no numbers provided on their site and I was directed to send a text message to a particular number and one of their agents would call me back. It took 4 hours for…
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May 31, 2018

A few compelling reasons to move to cloud contact centers

Posted In : Call Center Solutions, Cloud Technology
Author: Uthaman Bakthikrishnan

Cloud is the new normal for most enterprises with most of them have moved to the cloud or in the process of moving to the cloud and contact centers are no exception to this normal. Studies have shown that two-thirds of the contact centers are open to moving to the cloud. However, how do you know whether the cloud migration…
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Feb 11, 2018

Jan 17, 2018

Voice broadcasting will help your call center reduce your customer acquisition cost by 66%

Posted In : IVM
Author: dhivakar.aridoss

You run a domestic outbound call center and your agents are 85% productive – leaving aside the time for coffee breaks, coaching time and the time spent in waiting for the call to be connected. How many calls do they get to make in their productive time? Assuming that an agent takes 2 minutes on an average in a call,…
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Jul 25, 2016

How Call Center Software is Helping Utility Companies Perform Under Critical Conditions

Posted In : Call Center Solutions, Call Centers
Author: Bob Myers

Customers today expect to have instant access to information, particularly in times of crisis. They also expect to receive that information, as well as updates, directly, as soon as a problem such as an interruption in utility service occurs. Most importantly, customers don’t want to have to gather that information on their own by accessing social media or reaching out…
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Jul 14, 2016

TCN Call Center Webinar: A Positive Outlook on Current and Future Landscape of TCPA

Posted In : TCPA, Webinar
Author: TCN

St. George, Utah – January 14, 2016 – TCN, Inc., a leading provider of cloud-based call center technology for enterprise, contact centers, BPOs and collection agencies worldwide, will hold a free webinar with Attorney Eric Allen of Allen, Mitchell & Allen, PLLC to discuss the current and future landscape surrounding the Telephone Consumer Protection Act (TCPA). The informative webinar will…
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Jun 22, 2016

Business Intelligence, Dashboards and the Modern Call Center

Spreadsheets in the modern call center are more or less out; real-time reporting business intelligence (BI) via cloud-based call center technologies is in. It’s the only way to keep up with the faster pace of today’s world. Consumers and clients want answers and to make purchases, now. They won’t stay on hold or linger to hear the fifth repetition of…
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Jun 20, 2016

5 Reasons Your Cloud-Based Call Center Technology Should Integrate with Other Platforms

Posted In : Call Center Solutions, Call Centers
Author: TCN

The cloud has leveled the playing for small- and medium-sized businesses (SMBs) hoping to compete against Fortune 100 and 500 companies, as well as large enterprises seeking to expand globally. Through cloud-based architectures, software, and services, organizations of all sizes can compete within their respective industry verticals. However, the burgeoning cloud BPO market may have a grim lining: all the…
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Jun 17, 2016

How Call Center Software is Helping Utility Companies Perform Under Critical Conditions

Customers today expect to have instant access to information, particularly in times of crisis. They also expect to receive that information, as well as updates, directly, as soon as a problem such as an interruption in utility service occurs. Most importantly, customers don’t want to have to gather that information on their own by accessing social media or reaching out…
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