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.

First Call Resolution 52

First Call Resolution Call Center Virtual Call Center Knowledge Base 52

ViiBE Blog

MAY 13, 2021

At the core of each call center or contact center is the customer interaction. Call centers are run for different reasons, whether for communicating with prospective clients, or providing after-sales services or technical support. Here are some of the most common solutions: Traditional call center.

Call Center 52

Call Center Technology Virtual Call Center Contact Center 52

ViiBE Blog

APRIL 8, 2021

The call center experience is the overall interaction between the customer and the call center. A call center must center an agent around the customer using communication skills, empathy, and problem-solving. How do you describe a call center experience?

Call Center Experience 52

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

NobelBiz

MAY 24, 2022

These might be qualitative goals that assure consumer happiness (for example, a need for higher FCR First Call Resolution rates). They can also be quantitative (such as lower average handling time , higher number of calls handled over a period of time, etc.).

Call Center 52

Call Center Tips Virtual Call Center Management 52

ViiBE Blog

AUGUST 11, 2021

Omnichannel contact centers respond to this need by giving customers more options. . What is an omnichannel contact center? An omnichannel contact center works like a call center, except the customer can also communicate with customer service representatives through various means. Video calling.

Contact Center Software 52

Contact Center Software Contact Center Software Call Center 52

ViiBE Blog

JUNE 1, 2021

When live chat is not enough, it is simple to send customers a web link to connect to a ViiBE call. The benefits of using video chat for customer service interactions are that the service representative can see the customer’s emotions and better communicate empathy. The customer feels listened to, which improves customer satisfaction.

Self Service 52

Self Service Net Promoter Score Knowledge Base Omni-Channel 52

NobelBiz

AUGUST 11, 2022

To begin, most businesses are abandoning the call center paradigm in favor of contact centers. Because they offer an omnichannel approach to communication, they allow call center agents to switch between communication channels according to clients’ preferences.

Contact Center 52

Contact Center Call Center Multi-Channel Omni-Channel 52