TCN's AI-Enhanced Workforce Optimization Drives Improved Contact Center Performance

TCN, a cloud-based call center technology provider, announces further advances to Workforce Optimization offerings.

ST. GEORGE, Utah, May 5, 2025 /PRNewswire/ -- TCN, a leading provider of cloud-based contact center solutions, today announced the latest advancements and key features of its Workforce Optimization (WFO) solution. Designed to enhance contact center performance, TCN's WFO tool provides comprehensive insights into agent activities, empowering businesses to achieve their goals and foster a collaborative culture.

TCN designed WFO to enhance contact center performance by providing insights into all agent activities. Contact center managers need prompt alerts when predefined thresholds are met through key performance indicators, and WFO provides this. When conversations are flagged for review, agents will be given training and learning opportunities, helping them deliver a better experience.

"At TCN, our latest advancements in the workforce optimization application are not just about agent efficiency; they're about empowering managers and agents with intuitive tools and deeper insights, ultimately leading to better outcomes, more meaningful customer interactions and a more engaged workforce," said Scott Brownlee, director of product training and customer engagement.

Key Features and Advancements Include:

Comprehensive Insights: The system monitors Key Performance Indicators (KPIs) and delivers alerts when agents exceed predefined thresholds. This keeps everyone focused on goals and fosters a collaborative environment.
Risk Evaluation: TCN's WFO utilizes incident flagging and a query engine to flag compliance risks during agent conversations. Managers are promptly notified of flagged risks, enabling them to take immediate action and enact preventative measures for future compliance risks.
Training and Learning Opportunities: WFO analyzes agents at work and creates learning opportunities based on individual agents' strengths and weaknesses. Agents can access learning opportunities and complete tasks to improve their service. This includes new training and reviewing instances of compliance risks.
Detailed Reporting: With built-in reporting, managers can receive detailed reports regarding agent and contact center data, helping to identify areas of risk and improvement.
Efficiency Improvements: Managers can implement custom KPIs and structure evaluations into focus areas for each agent. The KPIs enable greater focus on various areas and are supported by insight-driven dashboards.

TCN's Workforce Optimization tool equips contact centers with the tools to optimize agent performance, mitigate risks and drive overall efficiency. Visit TCN's Workforce Optimization product page to learn more.

About TCN

TCN is a global leader in cloud-based contact center solutions for accounts receivable management (ARM), healthcare providers, enterprises, contact centers and BPOs. TCN's comprehensive suite includes omnichannel solutions, automation, predictive dialers, IVR, Click2Pay, compliance solutions and real-time analytics, driving operational efficiency and customer satisfaction.

TCN promises immediate access to the latest TCN Operator platform, facilitating seamless scalability. With a commitment to excellence and a dedication to meet evolving business needs from start to finish through industry-leading customer service, TCN continues to redefine the contact center landscape. For further details, visit www.tcn.co m.

View original content to download multimedia:https://www.prnewswire.com/news-releases/tcns-ai-enhanced-workforce-optimization-drives-improved-contact-center-performance-302444444.html

SOURCE TCN, Inc.

Frequently Asked Questions

What is TCN's Workforce Optimization (WFO) solution?

TCN's WFO is a cloud-based tool that provides comprehensive insights into agent activities, helping contact centers improve performance, compliance, and agent engagement.

How does WFO help with compliance?

WFO flags compliance risks during agent conversations, alerting managers to take immediate action and implement preventative measures for future risks.

What kind of reporting does WFO offer?

WFO provides detailed reports on agent and contact center data, helping identify areas for improvement and risk mitigation. Custom KPIs and dashboards are also supported.

First published on Mon, May 5, 2025

Liked what you read? That’s only the tip of the tech iceberg!

Explore our vast collection of tech articles including introductory guides, product reviews, trends and more, stay up to date with the latest news, relish thought-provoking interviews and the hottest AI blogs, and tickle your funny bone with hilarious tech memes!

Plus, get access to branded insights from industry-leading global brands through informative white papers, engaging case studies, in-depth reports, enlightening videos and exciting events and webinars.

Dive into TechDogs' treasure trove today and Know Your World of technology like never before!

Disclaimer - Reference to any specific product, software or entity does not constitute an endorsement or recommendation by TechDogs nor should any data or content published be relied upon. The views expressed by TechDogs' members and guests are their own and their appearance on our site does not imply an endorsement of them or any entity they represent. Views and opinions expressed by TechDogs' Authors are those of the Authors and do not necessarily reflect the view of TechDogs or any of its officials. While we aim to provide valuable and helpful information, some content on TechDogs' site may not have been thoroughly reviewed for every detail or aspect. We encourage users to verify any information independently where necessary.

Tags:

Workforce Optimization Contact Center Cloud-based AI Call Center Technology KPI Compliance Agent Performance

Join The Discussion

- Promoted By TechDogs -

Customer Service