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3 Ways Online Transcription Services Can Improve Your Contact Center

call center software transcription services

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Author: Hannah Gardine

Deciding on a contact center software can be difficult for any organization. That’s why it’s critical to understand the variety of features that your call center can utilize. Online transcription services are among the many features on TCN’s contact center suite. It’s packed with everything you need, when you need it. 

Take a look at three ways that online transcription services can help your call center improve. 

  1. Provides Real-Time Data Insights

Real-time online transcription allows you to gain instant  insights into agent interactions that translate into how your customers are behaving. Access to data provides your call center with the appropriate metrics that track overall performance and activity. Real-time data is essential for helping you stay in-the-know and constantly improving your contact center.

    2. The Need for A Customer-Focused Organization

All eyes are on the customer. Monitoring agent interactions are essential for tracking how your customers react throughout calls. As technology continues to advance, TCN’s Online Transcription Services help you stay focused on your customer base. 

Agents cannot grow and improve their skills without guidance from their managers. Once managers have set goals and metrics, it is easier for agents to track their daily progress. Data analysis from the online transcription provided can be used in future agent training to help strengthen your team.                                                                                                                                                     

   3. Helping You Take the Next Course of Action 

After data is collected, many have difficulty deciding on what steps need to be taken next. Your contact center may run into this roadblock after you utilize online transcription services to track results. Call centers should always be working towards the goal of improving results, but sometimes it’s harder than it sounds. Managers and agents need to work together to configure metrics and standards to best meet customers’ needs. 

Courses of action will depend on your industry, but utilizing online transcription can help you manage efficiently and get on the right track. Discovering additional call center software features that fit your organization’s needs can help take you to the next level of efficiency. Call center software is curated to help your contact center reach its potential with the help of online transcription and other cloud-based features.  

Learn more about TCN’s features that can help improve your contact center by requesting a demo today. 

About the Author: Hannah Gardine


Hannah Gardine is currently working as a marketing intern at TCN, a leading provider of cloud-based call center software. She is earning her B.S. in Marketing at Dixie State University. Passionate about creative marketing strategy and digital marketing, she enjoys being able to collaborate with the team and help with all aspects of TCN’s marketing initiatives.