ViiBE Blog

MAY 4, 2021

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. So, in concrete terms, what does FCR show you about your center? FCR stands for First Call Resolution.

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First Call Resolution Call Center Virtual Call Center Knowledge Base 52

ViiBE Blog

MAY 13, 2021

Customers often contact a call center when they are frustrated or experiencing an issue with a product or service. In the background, entire systems run behind the scenes to manage their call and put them in touch with a representative as efficiently as possible. There are different types of call centers.

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Call Center Technology Virtual Call Center Contact Center 52

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

CSM Magazine

JANUARY 28, 2020

Any type of large enterprise or organization knows the inherent value a virtual call center brings to their business. To be successful, businesses need a high-quality call center service that is reliable, easy to navigate and able to keep up with ever-changing customer experience expectations.

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Call Center Metrics Self Service Virtual Call Center 52

LiveChat

NOVEMBER 11, 2016

Cloud hosted call centers are repositories of customer data and an agent who is using a call center software can easily access the insights coming from the customer data and use it productively during the conversation. Both parties were beneficial. It saved time and effort and made the customer support case a success.

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NobelBiz

MAY 24, 2022

Managing call center agents remotely has become a true challenge for the industry. Running a remote call center, on the other hand, has become relatively simple with strong management, an excellent organization, and the necessary contact center technological tools. But how exactly?

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Call Center Tips Virtual Call Center Management 52

ViiBE Blog

APRIL 28, 2021

The call center agent is at the core of any call center. So how can you evaluate a call center agent’s performance? Call centers and contact centers have industry-specific KPIs to measure agent performance. What are the KPIs in a call center? Average Speed of Answer.

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Call Center First Call Resolution Average Handle Time Virtual Call Center 98