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.com.

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.