TCN, a leading provider of cloud-based contact center solutions, has upgraded its Workforce Management (WFM) suite with advanced artificial intelligence (AI) features. These enhancements enable contact centers to optimize staffing, improve operational efficiency, and elevate customer experiences through intelligent automation and data-driven insights.
TCN integrates AI into its Workforce Management suite for contact centers.
AI-driven forecasting predicts contact volume for optimized staffing.
Intelligent scheduling enhances shift planning and reduces wait times.
Real-time performance monitoring delivers actionable KPI alerts.
Seamlessly integrated into TCN Operator platform for ease of use.
Enables proactive management for operational excellence and competitiveness.
TCN’s WFM suite leverages AI to analyze historical data, accurately forecasting contact volume based on monthly, weekly, daily, and hourly patterns. “TCN is committed to providing our clients with innovative and effective tools to manage their contact center operations,” said Heather Jones, Workforce Management SME at TCN. By capturing seasonal trends and marketing impacts, the system ensures precise staffing levels, helping managers meet service goals without overspending on labor, thus enhancing cost efficiency.
The WFM Scheduler uses advanced computational AI to create optimized shifts, incorporating intraday activities like breaks and lunches. This ensures optimal staffing levels, reducing caller wait times and improving first call resolution rates. The intelligent scheduling feature streamlines operations, boosting overall customer satisfaction by aligning staff availability with demand, minimizing inefficiencies in contact center workflows.
TCN’s AI algorithms continuously monitor key performance indicators (KPIs), providing near real-time alerts when thresholds are met or exceeded. This proactive visibility allows managers to intervene before service levels or customer experiences are impacted. The system’s ability to deliver actionable insights empowers contact centers to maintain high performance standards and address potential issues swiftly.
Designed to be intuitive, TCN’s AI-enhanced WFM suite is seamlessly integrated into the TCN Operator platform, making it accessible to contact centers of all sizes. “The integration of AI into our Workforce Management suite is a natural and necessary step as it makes the unprecedented visibility WFM provides accessible to all contact centers, regardless of size or skill level,” Jones added. This user-friendly approach supports a shift from reactive to proactive, data-driven management.
TCN’s AI-powered WFM suite transforms contact center operations by delivering intelligent automation and real-time insights. By optimizing forecasting, scheduling, and performance monitoring, it empowers managers to achieve operational excellence, reduce costs, and enhance customer satisfaction, positioning contact centers for a competitive edge in a dynamic industry.
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.
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