Archive for the 'Adam Dummar' Category


The Multichannel Call Center and Its Impact on Customer Service and Agent Efficiency

When looking back on how technology has revolutionized communication, we often point out the physical changes. Who could fathom using some of the earliest forms of long distance communication methods such as smoke signals and carrier pigeons in today’s modern society? Continue Reading »

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Is 2016 the Year of Cloud Telecom?

Published under Adam Dummar,Call Center Solutions on

Cloud technology—which started as a relatively minor, fringe technological trend—has quickly become a predominant driver of innovation. And this year, the technology seems poised to dominate the telecom industry.

While a number of cloud VoIP providers have already dipped a toe in the market, the rest of the industry appears to quickly be taking note, and industry experts are predicting heavy growth in 2016 and beyond. Continue Reading »

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5 Things That Can Drag Your Call Center Productivity Levels Down

With the multitude of software tools available, businesses are more interested than ever in optimizing their productivity to boost their bottom line. Call centers are no different, with many potential pitfalls ranging from lack of proper oversight to inconsistent training processes. Below are five areas where call center productivity could suffer the most. 1. Unfair or Uneven Employee Monitoring No…
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Getting Your Call Center Up and Running in the Cloud

There are plenty of benefits that come with a move to the cloud, including the potential for big cost savings. Businesses big and small are moving their operations to the cloud, with nearly 40 percent of small businesses already working in the cloud.

If you think it’s time for your call center to be cloud-based but are worried about the impact of a large system change, read on for a road map that will help you get your organization up and running in the cloud smoothly. Continue Reading »

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Conducting Customer Surveys at Your Call Center

One of the most effective ways companies gauge customer satisfaction — especially in a call center environment — is by conducting surveys. Call centers that conduct well-formulated surveys are able to gather invaluable information that can help guide strategy well into the future. Continue Reading »

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Common Call Center Compliance Traps (And How to Avoid Them!)

Compliance with industry regulations and guidelines is vital for call centers. Because call centers can be all over the world, they can be difficult to manage and ensure that every call center is working in a consistent, compliant fashion. With so many calls being made and received and so many transactions or conversations being held through call centers, there are…
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Streamlining Your VoIP Communications with SIP Trunking

Published under Adam Dummar,Call Center Solutions,Call Centers,VOIP on

It wasn’t too long ago that businesses replacing their traditional telephony service with Voice over Internet Protocol (VoIP) were viewed as reckless. The telephone was seen as too essential and too sacred to simply be handed over to the unmoored zeroes and ones zipping about the uncharted waters of the Internet. Fast forward a decade or two, and those who…
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VoIP and SIP Trunking: The Future of Business Communication?

Increasing numbers of businesses — big and small — are adopting Voice over Internet Protocol (VoIP) and Session Initiation Protocol (SIP) trunking for their telecommunications needs. Let’s look at how and why the combination of VoIP and SIP trunking are growing in popularity. A Perfect Match VoIP and SIP trunking work together to create an inexpensive, flexible communications system for…
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Understanding Enterprise VoIP

Voice over Internet Protocol (VoIP) marks its 20th birthday in 2015. Thanks to faster Internet speeds and affordable hardware options, VoIP has really hit its stride in the past few years. VoIP has become the most affordable and flexible telecommunications option for businesses of all sizes. Here are a few of the ways adopting VoIP could be a boon to…
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Customer Focus: Web Broadcast

TCN’s feature-rich Web Broadcast system enables you to create powerful, totally customized broadcasts integrating both recordings and live agents to fit your organization’s needs perfectly. Combined with other outbound strategies, including preview, manual and predictive dialing, you’ll have all your bases covered for a well-rounded campaign. Whether it’s a standard template that helps you reach customers quickly and efficiently or…
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Discover the unlimited benefits of the cloud-based solution. Here's everything you need to know to be sure you are getting the absolute best call center product possible.