Contact Center Solutions Featured Article

TCN Adds Innovative Tools to Enhance Call Center Efficiency

December 04, 2012

TCN Inc. has announced the release of exciting new features in campaign linking that takes the guesswork out of scheduling outbound calling campaigns, ensuring no downtime. These new features display a company’s commitment to offer consistent value to its customers through innovation. Campaign Linking is designed to enhance call center efficiency.

It helps call center representatives be productive as they seamlessly move from the end of one campaign to the start of the next, eliminating time used to schedule resets. Additionally, it also enables managers to keep an eye on the whole campaign. It helps managers to stay fixated on evaluating and improving overall performance, instead of schedule changes.  Terrel Bird, CEO of TCN Inc. said, “In one instance, an agency running five daily campaigns with 35 agents is able to eliminate more than 20 lost FTE hours each day.”

TCN’s Dashboard is an accessible and actionable performance indicator. It presents 10 real-time call center statistics for managers to clearly and quickly see where productivity bottlenecks are occurring. It offers managers live status updates and historical context allows for an unprecedented opportunity to improve call center efficiency. So it allows them to make quick decisions about the next actionable step needed to not only get desired outcomes, but exceed them.

Real Time Monitoring is a great tool for supervisors and managers to measure call center representative’s skills and match them to the requirements of specific outbound and inbound calling campaigns“Sometimes we surprise ourselves with the enhanced features we are developing for our clients,” says in a statement CEO Bird. “These releases, available in real-time from the cloud at no extra charge, will drive call center productivity to heights beyond even our own lofty expectations.”

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO Miami 2013, Jan 29- Feb. 1 in Miami, Florida.  Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.




Edited by Brooke Neuman

Article comments powered by Disqus

Related Contact Center Solutions Articles

Interactive Intelligence Named a Top 10 Place to Work for in Indianapolis

It seems like the end of the year needs to get here faster. The reason is Contact Center Solutions Community sponsor Interactive Intelligence may run out of space at its headquarters in Indianapolis, IN because of the recognition the company has received in just the past few weeks. [ Read More ]
12/16/2014

Frontier Communications Adding to Bi-Lingual Customer Service

As has been noted in several postings in TMCnet's contact center solutions community, being able to offer multi-lingual, but importantly in the U.S. bi-lingual customer care with Spanish as the second language, has become critical in almost every vertical market. Indicative of this is the announcement from TMC's home state, dominant service provider Frontier Communications has announced it will add 25 employees to its Connecticut contact center. The reason for the expansion is to provide support… [ Read More ]
12/15/2014

Rush Enterprises Grow Dealership and Contact Center Network

One of the reasons the contact center solutions business has been and will continue to be robust is rather obvious, i.e., as companies grow they need to grow their ability to provide great customer experiences both physically and virtually. An example of this comes from Texas-based Rush Truck Centers (RTC), the dealership arm of $3.4 billion conglomerate Rush Enterprises. It has announced that not only is it expanding its footprint in Florida and Texas, but at the same time it will be adding to … [ Read More ]
12/15/2014

Contact Center Solutions Week in Review: Interactive Intelligence, Google and Avaya

Contact Center Solutions Community news and ingights including the growing importance of WebRTC. [ Read More ]
12/13/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!