Blog

TLC Associates Unveils Dynamic New Website and Brand

December 6, 2018 | Blog

 

Contact Center Updates Web Presence to Reflect Their Core Values   CEDAR RAPIDS, IA – TLC Associates, a contact center committed to exceptional customer experiences, has officially launched their new and improved website to provide a more engaging experience for potential clients and employees. Their redesigned site is integral to TLC’s mission to deliver the […]

 

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Will Your Contact Center Land You in Thousands of HIPAA Fines?

January 15, 2019 | Blog

 

As a healthcare organization, you take HIPAA seriously. Since the HIPAA Security Rule and HIPAA Privacy Rule went into effect, your whole business has worked overtime to protect the private information of your patients or members. Your leadership has fine-tuned and perfected practices to keep your organization compliant, which your employees implement as if these mandates are second […]

 

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Domestic or Offshore Agents: Who Are the Best for Your Voice Channel?

January 8, 2019 | Blog

 

When a large number of American companies began offshoring their contact center support, few ever imagined they would one day reshore part (if not all) of their agent workforce. At the time, whopping cost reductions made it a convincing choice but, now that the honeymoon phase has ended (and the gap between onshore and offshore […]

 

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TLC Associates Expands in El Paso to Support Fortune 500 Clients

January 8, 2019 | Blog

 

TLC Associates to expand and open a second contact center in El Paso, Texas, employing 500 individuals.   CEDAR RAPIDS, IOWA, January 7th, 2018 –– TLC Associates (TLC), one of the fastest growing contact center companies worldwide, officially announced the opening of their second El Paso, Texas contact center and the planned addition of 500 […]

 

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3 Customer Service Metrics You Can’t Ignore

December 3, 2018 | Blog

 

What do the best contact centers and MLB teams have in common? They know how to leverage the right stats to achieve big wins. Whether building lasting customer loyalty or scoring a coveted World Series victory, the best organizations know how the right data drives their ROI. As Billy Beane, famed GM of the Oakland […]

 

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How a Contact Center’s Culture Impacts Every Customer Interaction

November 1, 2018 | Blog

 

You would be hard pressed to find an industry where market competition has not upped the ante for customer interactions. The truth is, heightened consumer expectations have thinned out any margin for error in the customer experience. Now, it only takes one bad encounter for 56% of consumers to stop using a company, and even […]

 

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TLC Associates Turns Client’s Contact Center into a Profit Center

September 20, 2018 | Case Studies

 

A major retail brand sought to break with the status quo, laying the groundwork for a revamped approach to their business leveraging a new ecommerce platform and a new contact center partner.

 

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Leveraging Technology to Generate Higher ROI

September 20, 2018 | Case Studies

 

Situation A major credit card issuer with 50 million people in their customer base wanted to strengthen their foothold in the BFSI market. Competition from both established rivals and disruptive newcomers was detracting from their ability to retain current customers and broadcast their services to new ones. Over the course of a seven month campaign, […]

 

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TLC Associates Improves Client Fulfillment & Enhances FCR by 91%

September 20, 2018 | Case Studies

 

Situation TLC Associates first partnered with a major U.S. brand in the farming & gardening space in 2013, launching our relationship with inbound customer care support to provide our client’s customers with a seamless experience. Over the next two years, TLC optimized the performance of their care program, enhancing contact center metrics, as well as […]

 

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