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My Contact Center Vendor Isn’t Working! What Should I Do?

February 26, 2019 | TLC Insights


Buyer’s remorse is a matter of scale. Paying for a shoddy 5-iron online stings for a little bit. Paying for poorly-executed, low-ROI services from a third-party vendor wounds much deeper. Unlike bad consumer goods, you can’t demand a full refund or simply cut your losses – especially when that vendor is entrenched in your customer […]


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Should You Quit Your Call Center Job? 3 Signs Point to Yes

February 19, 2019 | TLC Insights


At some point in time, we’ve all had a spectacularly bad day on the job. Really, you’re in good company! When those bad days become problematic is the moment they stretch into bad weeks and months – and by then it’s too late. If you want to do right for yourself and your career, take […]


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How a Media Giant Doubled Outbound Sales Acquisitions in One Year [Case Study]

February 13, 2019 | Case Studies


How a Media Giant Doubled Outbound Sales Acquisitions in One Year [Case Study] How do you increase customer share and revenue when your market is oversaturated with competitors? As consumer content options continue to multiply at an exponential rate, companies across the entertainment sector have asked that very question. Rather than accept a future filled [...]


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How to Improve Your Outbound Sales and Boost Customer Acquisition

February 5, 2019 | TLC Insights


Outbound sales is far from being a dead-end for revenue generation. Our own ongoing success with proactive sales programs is proof that effective outreach is still persuasive enough to expand business with new and existing customers faster and with a quicker turnaround than inbound sales. That being said, implementing an outstanding outbound program is no […]


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How to Build a Contact Center Agent Profile to Wow Your Customers

January 23, 2019 | TLC Insights


In a Salesforce survey, 80% of people revealed that the quality of a customer’s experience mattered as much as the quality of products and services they received. That means one customer service agent can drastically alter a customer’s lifetime value, keeping a relationship strong or cutting it prematurely short.   With the quality of customer […]


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

January 15, 2019 | TLC Insights


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 | TLC Insights


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 | TLC Insights


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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TLC Associates Unveils Dynamic New Website and Brand

December 6, 2018 | TLC Insights


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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3 Customer Service Metrics You Can’t Ignore

December 3, 2018 | TLC Insights


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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