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.

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ViiBE Blog

MAY 13, 2021

Regardless, similar technology is critical to the proper functioning of the call center. No matter the kind of call center, ensuring a positive call center experience is crucial to a customer’s experience with a company. So what exactly do call centers do?

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ViiBE Blog

MAY 4, 2021

Customers expect the same level of service as in person, so it is crucial to measure your call center’s overall performance as well as your individual agents. First call resolution (FCR) is a metric used in call centers to calculate the percentage of calls where a customer’s issue is resolved within the first call to the center.

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