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Take Your CU to the Next Level and Amaze Your Members with the Latest Communication Solutions

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TCI and Mitel customize Financial Services solutions that deliver amazing digital experiences for both your valued members and your staff…

Check out how this can work for your CU – Video 2:50 minutes

Local Credit Unions Trust TCI

Regardless of where your employees work (branch, head office, contact center, home) and which department they work in (Accounts, Loans, Investments, Cards, Mobile/Online, Services), TCI has the desk phones, mobile devices, voice/messaging/video apps, contact center solutions, compliance recording tools, and emergency notification applications they need to be effective, productive, and engaged.

Elevate Customer Satisfaction to New Heights

Our suite of customer experience management and workforce optimization solutions can provide your clients with automated self-service as well as personalized, human-assisted services that increase Customer Satisfaction scores by removing friction from the customer experience.

Digital Transformation on Your Terms

  • Retain and Attract Members – TCI’s omnichannel CX solutions improve First-Contact Resolution (FCR), Customer Satisfaction (CSAT), and Net Promoter Scores (NPS) by improving the digital experience. Members can interact with you on their preferred channel (phone, email, SMS, Web chat, Virtual Assistant, social media, etc.) in both self-service and human-assisted service modes.
  • Increase Profitability – Steer routine customer interactions to low-cost, AI-powered, self-service virtual assistants and allow human agents to deliver more personalized client care. Reduce operating costs and improve margins with flexible deployment and payment options from TCI that allow you to choose the most cost-effective UC service option for your credit union.
  • Integration – Regardless of where you are on your digital transformation journey, TCI and Mitel’s Financial Services Solutions’ open APIs allow you to integrate seamlessly with your FinTech partners through an extensive Developer Program for custom applications and integrations. You can improve identity management with speech biometrics, mitigate fraud risk with speech analytics, and more.

Flexible, Reliable, and Easy to Use

  • Phone Systems – Take advantage of an exceptionally feature-rich unified communications platform that can be deployed on-premises, in the private/public cloud, or in a hybrid model with desk phones and soft phone options for employees working in the main office, branches, contact center, or remotely from home.
  • Contact Centers – Get everything you need to operate a world-class customer experience center including built-in workflow designer, speech IVR, AI-powered voice/chatbots and agent assist, historical reporting, and real-time dashboards.
  • Workforce Optimization – Empower your employees with interaction recording, quality management, coaching and learning, speech analytics, and workforce management solutions that are proven to increase both the efficiency of your organization and the quality of your customer experience.

Our team of experts is ready to help you design, deploy and support a customized solution that’s right for your credit union. Contact us today: (703) 321-3030 or info@tcicomm.com.

 

7 Steps to Smarter Contact Center Coverage Scheduling

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Contact center managers are under a lot of pressure to deliver better results with fewer resources. Meanwhile, diminishing corporate budgets are forcing organizations to think of creative ways to compensate staff. These include pay-as-you-go arrangements in the form of zero-hour contracts, reduced and annualized working hours, and time off without pay.

How then can organizations achieve all-around contact center flexibility and cost savings in a way that satisfies staff, customers, and the business?

It comes down to leveraging the top 7 capabilities and benefits of today’s automated Workforce Management technology:

1. All-In-One, Easy-to-Use Solutions

The biggest barrier to embracing new technology is ease of use, or rather the lack of it. Fortunately, today’s fully automated solutions make light work of managing staff effectively – forecasting demand, creating schedules, developing accurate and insightful reports, and improving overall customer satisfaction. These automated tools make it easy and efficient to optimize workforce management.

2. Easy Access, Anytime, Anywhere

Agents can log in from home or on the go to check their schedules, see whom they are working with, and let their managers know when they are available. Managers and resource teams are able to build efficient schedules at any time and from anywhere for complete control of their call center scheduling operations.

3. Intelligent Resourcing

Using historical data, resource teams have the power to predict at the click of a button how many agents they will need, the skills they require, and who the right people are to fill those roles. They can even support a number of different shift patterns, including short shifts or split shifts, rather than employ a set number of people at set times of the day.

4. Flexible Planning On the Go

Key features provide much-needed flexibility. Real-time adherence monitors agent adherence to schedules. Automated alarms flag when schedules are in danger of being breached, and a real-time data feed – updated in seconds – enables fast decision-making.

Intra-day scheduling allows small changes during the day while considering unplanned agent absences and changes in customer demand. For example, managers can flexibly change break times and lunches or move people between skill groups, as well as front-office and back-office work. The changes may differ by only a few minutes, but those small changes can make the difference between meeting service levels during peak times and losing valuable calls.

5. Fit for the Future

The latest forecasting scheduling technology helps to right-size your contact center for the future. Running a series of “what if?” scenarios can predict staffing needs for regular seasonal fluctuations, upcoming marketing campaigns, and even the organization’s long-term business plan.

6. Self-Service

Self-service capabilities empower agents to trade shifts, voice their preferences for overtime shifts and request time off, increasing contact center flexibility and agent satisfaction. Plus, setting up auto-approvals means your staff doesn’t have to wait until the next day for an answer if management is not available.

7. Time and Cost Efficiencies

The automation provided by workforce optimization technology combines strategic planning with instant fine-tuning throughout the day to create a highly flexible contact center framework that keeps agents motivated, customers satisfied and CEOs happy.

Contact Center management continues to evolve. Ready to explore the latest innovations? Contact TCI experts today: (703) 321-3030 or GetHelp@tcicomm.com.

 

Contact Centers 101… Understanding the Basics So Your Business Won’t Miss Out

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The contact center world of 2022 is filled with business opportunities and the chance to better meet your diversifying customer needs. Worried you might be missing out? Don’t be. Below, we formally open the doors to the contact center world and invite you to confidently step inside.

Why Does Your Organization Need Contact Center Technology?

If your organization handles and manages daily phone calls, then you can benefit from new contact center technology that can quickly and efficiently route calls, spot calling trends, and build an effective overall team.

Call center technology can accelerate reaching customer experience goals set by the managers and decision-makers of your organization – from increasing first call resolution to honing your tracking and reporting intelligence.

What Kind of Call Center Technology is Out There?

There’s a wide spectrum of call center solutions available to help maximize your business operations. The first step in determining which technology is ideally suited for your business is determining the size and classification of your contact center.

For example, are you a small business and just getting started exploring your options, or do you already run a small but “full-fledged” contact center? Are you an enterprise-class contact center? Establishing your requirements leads to the end goal – investing in the right technology to take you there.

Today’s call center solutions can cover all of the bases – from driving productivity to streamlining operations, to simplifying tool management, to call bursting for handling sporadic high call volumes. A sampling of customized contact center solutions available include…

  • Contact Center Enterprise provides a powerful toolbox of applications to transform dated, voice-only call centers into an omnichannel customer experience.
  • Cloud-based Contact Center services offer a multi-channel interaction center for the way customers communicate today. 4 Minute Video Demo: MiContact Center Business – Customer & Agent Experience
  • Boosting your team’s performance with Workforce Optimization applications and tools. Learn more
  • Proactively reach your customers and prospects with Outbound contacts to improve loyalty and uncover new revenue opportunities.

The contact center world isn’t so scary once you take that first step inside. Take the next step with TCI. Contact us today at (703) 321-3030 or info@tcicomm.com.