ViiBE Blog

APRIL 8, 2021

Customers typically contact call centers when they are unable to resolve a problem with a product or service on their own. The key to satisfying the customer in search of a solution is the call center experience. The call center experience is the overall interaction between the customer and the call center.

Call Center Experience 52

Call Center Experience Call Center Average Handle Time Virtual Call Center 52

NobelBiz

MARCH 19, 2024

Missed Calls: Tracking missed calls enables proactive measures to minimize customer frustration and loss of potential business. Abandoned Calls: Identifying trends in abandoned calls allows for adjustments in staffing and workflow to reduce abandonment rates.

Call Center 59

Call Center Contact Center Average Handle Time Multi-Channel 59

Magellan Solutions

MARCH 14, 2023

Magellan Solutions improving your call center experience Philippines Every call center manager balances many things at the same time on a day-to-day basis. Instead, we coach advisors to use techniques that improve the customer experience, while lowering AHT naturally.

Call Center 52

Call Center Contact Center Call Center Experience Net Promoter Score 52

Magellan Solutions

AUGUST 4, 2021

Magellan Solutions improving your call center experience Philippines. Every call center manager balances many things at the same time on a day-to-day basis. . Instead, we coach advisors to use techniques that improve the customer experience, while lowering AHT naturally. Real-time customer feedback.

Call Center 52

Call Center Contact Center Call Center Experience Net Promoter Score 52

COPC

JULY 11, 2016

Rather than just measuring one metric such as average handle time (AHT) or close rate, the call center added other parameters such as conversion/close rate and weighted number of orders based on time worked. Finally, the cancellation rate was also included when they were determining top performers.

Training 40

Training Call Center Average Handle Time Omni-Channel 40