Archive for the 'Cloud Technology' Category


A few compelling reasons to move to cloud contact centers

Published under Call Center Solutions,Cloud Technology on

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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New Technology Innovations Emerging in the Call Center Marketplace

Technology seems to move at the speed of light these days, regardless of industry. Call center technology, for instance, has undergone so many changes in the past few years that it looks nothing like it did a decade ago. The technology itself is different – from the hardware to the software, and it’s only going to improve with time.

We know this statement as fact because we’ve seen it first-hand with our own cloud-based call center technology evolution, resulting in its current form as a call center and business intelligence solution. But we aren’t done innovating – and we certainly don’t plan to any time soon. 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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How Technology Impacts Agent Efficiency in the Call Center

Published under Call Center Solutions,Call Centers,Cloud Technology on

Businesses adopt call center technology—any technology, really—to accomplish two goals: lower costs and grow profits. Sometimes referred to as the double-sided coin of efficiency and productivity, managers and executives are constantly seeking new ways to drive more value from it. In particular, they wonder how their “coin” of a solution can drive individual call center agent efficiency. Continue Reading »

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TCN’s Year in Review: A Roundup of Product Innovation and Success

With spring and Daylight Saving Time right around the corner, it’s out with the old and in with the new, right? Well, before we rush to turn the page, we thought we’d take a moment to review a few recent successes, including several award wins! The past year has been pretty exciting here at TCN, full of new product launches and of course our merger with Global Connect in December, which all help further TCN’s reputation within the marketplace as an innovative call center technology leader. Continue Reading »

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Top VoIP Network Security Tips for 2016

Business owners everywhere are discovering the advantages of implementing Voice over Internet Protocol (VoIP)—a communication technology that offers a cost-effective alternative to traditional business telephone lines. VoIP can even integrate elements such as voicemail, instant messaging (IM), texting and video conferencing into your phone system. Continue Reading »

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How Cloud-Based VoIP is Improving Connectivity

Published under Call Center Solutions,Call Centers,Cloud Technology on

In a world where remote workers are becoming increasingly more common, cloud-based VoIP systems are similarly becoming a necessity for today’s successful call center. According to industry analyst, Mark Haranas, “Solution providers in the unified communication and VoIP space need to start shifting from on-premise to cloud-based solutions or risk being left in the dust.” Continue Reading »

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Big Data and Other Call Center Trends for 2016

2016 promises an increased focus on call center technology trends like mobile broadband, M2M (machine-to-machine), cloud-based call center systems and OTT (over-the-top) services. But no matter which trends lead the telecommunications industry this year, there’s one trend that is most definitely here to stay: big data management. Continue Reading »

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Business Intelligence: Is Your Call Center Equipped to Move Past Spreadsheets?

In the past, spreadsheet-driven analytics dominated old-school private branch exchange (PBX)-based call centers. With new advances in call center technology, including the development of business intelligence (BI) software, spreadsheets are slowly becoming a thing of the past. Continue Reading »

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Tackling the First Call Resolution (FCR) Metric for Call Centers

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In terms of tracking metrics for commercial call centers, the importance of First Call Resolution (FCR) cannot be overstated. As a metric for measuring how many customer issues are resolved on the first call, a high FCR rate is a sign of an effective and properly trained agent workforce. Continue Reading »

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