TCN’s newest addition to its cloud-based call center software solution offers an internal chat application for easier communication between managers and agents.
TCN, Inc., a leading provider of cloud-based call center technology for enterprises, contact centers, BPOs, and collection agencies worldwide, celebrates its platform update with Room 303. This new platform feature allows for easy and seamless agent-to-agent and agent-to-manager communication. Room 303 is built directly into TCN’s software, making collaboration convenient for agents and managers in call centers.
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“There has been high demand for an internal chat feature for a while now,” says Jesse Bird, CTO and Co-founder of TCN. “TCN is happy to provide agents with an effective way to ask questions or receive help from a manager without switching applications. Room 303 will be able to help improve communication, which is especially valuable with the recent increase of agents working from home.”
Key benefits of TCN’s Room 303 include:
- Shared Rooms and Conversations – Room 303 allows for multiple shared channels and conversations that allow users to customize the name and which people are in each channel.
- Reduce Interruptions – Room 303 eliminates the need for putting calls on hold while an agent gets help from a manager. Calls can continue seamlessly while agents find answers they need with the integrated chat application.
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- Centralized Work – Room 303 provides a centralized source for agents and managers to turn to for performance improvements and communication. Centralizing work helps organizations quickly implement decisions and target issues.
- Better Customer Service – Room 303 helps organizations provide a better customer experience by reducing Average Handle Time (AHT). Resolving issues and answering inquiries in a timely manner improves customer satisfaction.
TCN cloud-based call center software is a cost-effective, advanced suite that eliminates the need for complicated hardware. The cloud platform makes it extremely easy to deploy around the world and implement for at-home agents. This has proven useful during the COVID-19 pandemic, with many call centers and organizations adjusting to working from home. Switching from on-premise to cloud software helps improve connectivity between agents and customers, while also increasing efficiency without the need for additional staff. The new Room 303 feature will continue helping companies maintain customer service throughout changes and transitions.
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