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St. George, UT, USA, Nov, 2022 -- TCN, Inc., a global provider of a comprehensive cloud-based call center platform for enterprises, contact centers, BPOs, and collection agencies, announced the addition of agent scorecards to its Voice Analytics features to drive agent performance and efficiency.
"With hundreds of calls happening at a call center every day, it can be difficult to expect every manager listening to the calls to rate them the same way with no criteria in place," said Jesse Bird, chief technology officer and co-founder of TCN. "With the addition of agent scorecards, call center operators can take the vagueness out of the quality grading of each call and create a system that all managers can follow. This helps create consistency in the assessments and keeps the entire team more aligned on expectations and how to continue improving."
Posted by Veronica Silva Cusi, news correspondent
Source: https://www.prweb.com
About TCN:
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: Monday, November 14, 2022
| 1.) |  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. Features: - Screen sharing - Agents can hand control over to the client - Warm lead capture widget that alerts the sales team instantly of an intere... (read more) |
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