Mckay Bird
Mckay Bird
Mckay Bird is the Chief Marketing Officer for TCN, a leading provider of cloud contact center technology for enterprises, contact centers, BPOs, and collection agencies worldwide.
Three Commonly Overlooked and Misunderstood KPIs in the Contact Center Space
Running a high-functioning contact center is no easy task. Contact centers should consistently evaluate operational performance for effectiveness and efficiency. To this vein,...
Four Contact Center Tools Necessary for TCPA Compliance
The Telephone Consumer Protection Act (TCPA) is a significant pain point for many contact centers. As TCPA guidelines consist of an extensive list of...
Benefits of Healthcare Revenue Cycle Management Solutions
With the recent shift away from fee-for-service care and toward value-based care, healthcare providers are beginning to understand the benefits associated with implementing healthcare...
How to Stay in Compliance with TCPA Regulations
Nearly a century and a half ago, the world as we knew it was turned upside down with the groundbreaking invention of the telephone....
An Inside Look at the Role Agent Efficiency Plays on Customer Satisfaction
We’ve learned by now that the call center industry lives and breathes by customer satisfaction, which is rooted in the performance levels of its...
Business Intelligence for the Call Center Industry – What You Need to Know
Business intelligence (BI) software has become an incredibly useful tool for many businesses across a variety of different markets. BI makes it possible for...
How to Lean on Competitive Analytics to Improve Your Call Center
It’s no secret that data analysis is playing an increasing role in helping call centers work smarter, not harder. As competitive analytics is becoming...
Improving Your Customer Experience with Finely Tuned IVR Systems
Did you know that the average American spends more than 30 hours a year waiting to resolve customer service issues? In the grand scheme...
Pulse Check – 4 Emerging Call Center Trends for 2015
As the contact center industry searches for new ways to improve efficiency while maximizing resources, it’s critical to keep a close ear to the...
Top 3 Trends that are Driving Contact Center Efficiency
Within the world of contact centers, efficiency is everything. Excessive hold times and being re-directed from one agent to another are nothing short of...
Is your Contact Center Delivering the Best Possible Customer Experience? Here’s How You Can Tell.
Since the vast majority of customers (86 percent) admit to ending business with companies based solely on poor customer service experiences, call center executives...
Call Center Routing: A Win-Win for Caller and Agent
With the ultimate goal of ensuring customer happiness (and their repeat business), the root of call center success rests in agent productivity. The more...