Archive for the 'Business Intelligence' Category


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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TCN Continues Rapid Growth, Expanding its Global Footprint in the Call Center Industry

Published under Business Intelligence,News,Press,Switch to the Cloud on

St. George, Utah — May 17, 2016 TCN, Inc., a leading provider of cloud-based call center technology for enterprises, contact centers, BPOs and collection agencies worldwide, announced today it has hit significant milestones in overall growth. Within the past year, TCN completed a successful merger with Global Connect, another leading provider of cloud-based dialing and communication services, and expanded its…
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What Inefficiencies Can BI Uncover in Your Call Center?

Inefficiency costs a call center time, as well as money. When agency operations and workflows aren’t running smoothly, the business might as well be a sieve. Time and money pour out every day, week, quarter and year.

Identifying the root cause behind the inefficiency used to be difficult, but that’s no longer the case. Business intelligence (BI) has forever changed the way organizations operate. They aren’t shooting into the dark hoping they’ll hit something; the lights are on, and they’ve seen the target. Through BI, they can fine-tune their aim until they hit the bull’s eye more often than not. Continue Reading »

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7 Ways BI Improves Agent Efficiency & Productivity in the Call Center

Improved agent efficiency and productivity turn call centers from a cost into a profit. The two qualities can also create a competitive advantage, which is key for growing organizations. If customers receive the help they need quickly and courteously, they’re more likely to stick with a company and spread the word about the experience with friends and family. Continue Reading »

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Top 7 Benefits of Incorporating BI into Your Call Center Solution

Business intelligence (BI) is becoming a critical function of call center operations today. Without insight into the vast amount of data that organizations generate, call centers can often fly blind. They have no visibility into how the center is performing – or what impact that can have on business outcomes. Without that knowledge, managers and executives have no way of knowing which financial or operational strategies will have the most impact. They essentially have to base decisions on gut instinct and interactions with agents. Continue Reading »

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SSON and TCN Webinar: Best Practices in Business Intelligence and Analytics for Call Centers

Published under Business Intelligence,News,Webinar on

St. George, Utah – February 12, 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 Shared Services & Outsourcing Network (SSON) on Thursday, February 18 at 12:00 PM ET to discuss best practices in Business Intelligence (BI) and analytics for call centers….
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Business Intelligence for Call Centers: Competitive Analytics

An important, but often overlooked, aspect of any successful business is a thorough competitor analysis. While call centers should primarily focus on developing an excellent product and maintaining outstanding customer service, they can also benefit from an exploration and analysis of what their competitors are doing in the marketplace. Continue Reading »

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TCN Call Center Webinar: New Year, New Opportunities: What’s Your Call Center Resolution for 2016?

Published under Agent Efficiency,Business Intelligence,Webinar on

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 titled, “New Year, New Opportunities: What’s Your Call Center Resolution for 2016?” on Thursday, January 28 at noon, MDT (2 pm, EDT). The informative webinar will educate attendees…
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Webinar: Improve Your Call Center with Business Intelligence Analytics

Register for our free webinar on TCN’s BI analytics, October 22, at Noon MDT. Gaining better insight into your call center data is critical for improving productivity, streamlining operations and moving your business forward. But gathering and analyzing that data can often be an overwhelming, time-consuming task for contact center managers. Business intelligence (BI) tools are making deeper data dives…
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TCN Call Center Webinar – Business Intelligence: Performance Metrics and Strategy

Published under Business Intelligence,Now Trending,Press,Webinar on

WHAT: TCN, Inc., a leading provider of cloud-based call center technology for enterprise, contact centers, BPOs and collection agencies worldwide, will hold a webinar titled “Business Intelligence: Performance Metrics and Strategy,” on Thursday, October 22 at noon, MDT (2 pm, EDT). The informative webinar will educate attendees on how to successfully use and interpret TCN business intelligence (BI) to measure…
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