St. George, UT, USA, Sept, 2022 -- TCN, Inc., a global provider of a comprehensive cloud-based call center platform for enterprises, contact centers, BPOs, and collection agencies, announced enhancements to its Performance Analytics and Reporting features to empower contact center managers to make more data-driven decisions and improve operational efficiencies.
"Basic performance reporting is standard across most contact center platforms today, but making sure our customers can make the most out of their data has been a big priority at TCN," said Jesse Bird, chief technology officer and co-founder of TCN. "With the enhancements, our mission is to give contact centers of all sizes the ability to create automated reports and custom dashboards that fit their exact needs to track team performance and continue to achieve operational excellence."
Seamlessly integrated into TCN’s call center platform, TCN Operator, the Performance Analytics and Reporting features provide call center managers with critical, time-sensitive data and insights to make more informed decisions, predicting and preparing for the future and improving performance. With these insights, call centers can now integrate and compare data and reports across all departments in the organization.
"TCN’s software has been a lifesaver. The platform has helped us improve our customer service by cutting down wait times and connecting consumers with the best available agent," said Jeremy Feldman, director of audience development at EO Media Group. "TCN has also given us greater reporting capability, allowing us to track our agents better and adjust schedules to match call volume changes. With these insights, we can get very granular with the reporting and make decisions quickly without lost revenue or increased expenses."
The enhancements to Performance Analytics and Reporting features are a part of the many recent enhancements to TCN Operator. Earlier this year, TCN launched Data Explorer, a data visualization tool, to further boost its List Management Services (LMS) application.
Posted by Veronica Silva Cusi, news correspondent
A Global Provider in Call Center Technology: TCN is a global provider of a comprehensive, cloud-based call center platform for enterprises, contact centers, business process outsourcing firms (BPOs) and collection agencies. Founded in 1999, TCN supports billions of interactions every year between call center agents and customers. A Comprehensive Platform: TCN’s flagship cloud-based contact center platform, TCN Operator, features a holistic set of easy-to-use, automated agent tools and apps for omnichannel communications, workforce engagement, compliance & data management, integration & automation, intelligence, reporting & analytics and collaboration & accessibility. TCN’s secure platform integrates seamlessly with leading APIs and is accessible to agents with visual impairments.
Published: Thursday, September 15, 2022
CrankWheel Screen Sharing
CrankWheel is an easy and simple screen sharing solution, made for the needs of salespeople and customer service agents.
CrankWheel complements voice calls by adding visuals to ongoing calls. There is no need to get the customer off the phone, onto another platform.
Agents share their screens by directing clients to a link that can be sent via SMS, email or simply spelled out.
The client can enter on any device, mobile, desktop or tablet and enters the session instantly. There is no registration or download required by the client.
- Screen sharing
- Agents can hand control over to the client
- Warm lead capture widget that alerts the sales team instantly of an intere...
We help you automate your QA program using artificial intelligence. Why just listen to 6 calls when you can listen to 100% of your calls that too without adding any additional resources.
We empower QAs to get to the right calls, find coaching and training opportunities and improve overall Customer experience.