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News : TCN Launches New Workforce Engagement Suite for its Cloud-based Contact Center Platform

#contactcenterworld, @tcn

St. George, UT, USA, Jan 18, 2023 -- TCN, Inc., a global provider of a comprehensive cloud-based call center platform for enterprises, contact centers, BPOs and collection agencies, launched a new Workforce Engagement suite, fully integrated within its contact center platform, TCN Operator. By amalgamating the elements of Workforce Management (WFM) and Workforce Optimization (WFO), the new suite aims to optimize call center operations by reducing non-productive agent hours and enhancing customer experience, regardless of the communication channel.

"Workforce Engagement allows managers and agents to focus on addressing a variety of goals by maximizing the workforce as a whole while also optimizing individual agents’ productivity and compliance," said McKay Bird, marketing director at TCN. "The seamless integration of Workforce Engagement into TCN Operator allows the platform to function at new levels of productivity."

The Workforce Engagement suite is a consolidation of WFM and WFO tools with a goal of optimizing contact center operations by increasing compliance, productivity and revenue while enhancing customer experience.

WFM is a tool that analyzes the arrival patterns of historical skill-based call center communication to predict and support staff scheduling needs. It evaluates "what if" scenarios and provides the most accurate agent scheduling forecasts using communication volumes, adherences and absence functions.

WFO is a business strategy model that increases agent compliance and performance by presenting real-time training and learning opportunities, resulting in superior agent performance and overall staff development.

#contactcenterworld, @tcn

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.prweb.com


About TCN:
Company LogoA 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.
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Today's Tip of the Day - Have Some Fun

Read today's tip or listen to it on podcast.

Published: Thursday, January 19, 2023

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2024 Buyers Guide Business Continuity

 
1.) 
Eckoh

CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.

CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.

This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.

2.) 
Pointel

CCaaSSync – Contact Center Disaster Recovery Solution
CCaaSSync is a comprehensive solution to help businesses prepare for unforeseen disasters that may impact their Genesys cloud contact center infrastructure. Our disaster recovery solution ensures that your business remains operational and continues to provide seamless customer service even in the event of catastrophic failure of your primary infrastructure.

Our disaster recovery solution is a cloud-based service that allows you to synchronize your primary Genesys cloud contact center infrastructure with your disaster recovery Genesys cloud contact center infrastructure, allowing you to quickly and easily switch over to the backup infrastructure in the event of a disaster. This ensures tha...
(read more)

3.) 
Vads

VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.
 

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