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TCN is excited to provide you with C3 2022 session replays to help provide valuable insights from industry experts and the tools you need for a successful call center. Enjoy!

Building Your A Team – Colby Jenkins

Joining a new team, whether as a manager or an agent, may prove daunting. Drawing from his combat experience, work on Capitol Hill, and as a program manager in Silicon Valley, Colby explores critical leadership strategies and practical principles for building a positive work environment. Discover how to build an A-Team with your agents by strategically connecting different personalities and dynamics to overcome challenges.

Setting the Stage for the Future

With the heavy years of 2020 and 2021 behind us, it’s time to look to 2022 for new growth opportunities. Setting the stage for what’s to come will give insight into what TCN and the call center industry is doing to meet the challenges and trends we face not only in 2022, but in the future. Plus, get a sneak peek at the newest TCN products being released within the next six months and how they can strengthen your call center.

Secrets for Success: Using TCN to its Full Potential

It’s no secret that TCN’s call center software Operator is a powerful tool, but how do you maximize each feature to its full potential while running a call center floor? Whether your goal is to reduce call abandonment rates, increase speed to collect, or improve overall customer experiences, in this session we will identify features that are underutilized and unlock the full potential of TCN Operator to reach your call center’s goals.

Conquering Compliance, One Regulation at a Time

The legal and regulatory landscape surrounding the TCPA has undergone significant changes in the past year. The introduction of STIR/SHAKEN and the FDCPA’s Regulation F have only compounded compliance complications; minimizing risk and increasing first contact rate resolutions are just the bThe legal and regulatory landscape surrounding the TCPA has recently undergone significant changes. The introduction of STIR/SHAKEN and the FDCPA’s Regulation F have only compounded compliance complications; minimizing risk and increasing first contact rate resolutions are just the beginning. In this session, you will be better equipped with specific tools and techniques to tackle new challenges related to compliance, regardless of the governing body.

Analysis Paralysis: Making Decisions Using Key Metrics

Your data is only as good as your ability to understand and communicate it to the entire call center team. In this session, you’ll learn how the data organization within TCN directly affects the reports you need to be successful. Discover best practices in interpreting reports and general call center data — including inbound, outbound, and agent responses on the fly. Get advice on how to best use live-view dashboards, Workforce Engagement, and Voice Analytics for precise decision making.

Panel Discussion: Connect, Communicate and Collaborate with Industry Experts

During this C3 panel discussion, hear from TCN clients about how they are rising to the challenge of scaling a call center floor in the current environment. Discuss automation tips and chat & SMS best practices for off-setting agent dependency, work from home, and data security. Get all the help you need to prioritize and strengthen your business and call center.

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