GEORGE, Utah — TCN, a global leader in cloud-based contact center solutions, has announced the successful digital transformation of the contact center operations for The Post and Courier, the South’s oldest daily newspaper. The Post and Courier of Charleston, South Carolina, is revolutionizing subscriber experiences with TCN. By migrating to TCN’s platform and utilizing its advanced Business Intelligence (BI) and Integrated Voice Response (IVR) system, the media organization has effectively bridged the gap between its historic legacy and the demands of a modern digital audience.
The Post and Courier was faced with a legacy system that lacked customization and self-service capabilities. This drove it to partner with TCN to implement a cloud-based environment. The results were immediate: call containment rates doubled from 25% to 50% within the first two months, driven by TCN’s intuitive IVR and advanced automation.
Key to this success was the deployment of TCN’s BI and IVR tools. These solutions provided the newspaper with real-time operational visibility. TCN's single-interface access to data snapshots allows management to see exactly how the IVR is performing. It also helps identify new efficiencies instantly.
Also instrumental to the successful deployment was TCN's extreme agility. The ability to execute system customizations in just nine minutes — a process that previously took three months with their former provider.
Along with improved efficiency, the media organization saw enhanced employee well-being. By utilizing smart holiday call routing and automated after-hours inquiry management, the organization eliminated grueling holiday shifts and significantly increased agent satisfaction.
"We looked for the contact center software provider that had the best customer service, and it was TCN," said Mary Fox, subscriber experience manager at The Post and Courier. "It feels great having someone who is willing to take our challenges and find solutions for them."
Through TCN’s advanced reporting, The Post and Courier now manages its entire operation from a single, intuitive interface. This ensures that messaging for late deliveries or breaking news is updated in real-time.
Stop letting outdated reporting and rigid scheduling hold your contact center back. Discover how TCN’s advanced reporting and IVR solutions can provide the visibility and flexibility your team deserves.
Learn how you can start revolutionizing subscriber experiences with TCN and its advanced reporting and IVR solutions today.
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.
Media contact:
Spencer Peterson
Public Relations Manager
TCN
435-627-0223
spencer.peterson@tcn.com
