ViiBE Blog

JUNE 3, 2021

At the end of each call, a short survey updates performance metrics such as first call resolution rate. A customer relationship management (CRM) system helps track a company’s interactions with its customers. For customers, field ticketing software improves the customer experience.

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Software CRM Knowledge Base First Call Resolution 52

Magellan Solutions

AUGUST 13, 2021

Here are some of the reasons why human interaction is still a relevant asset despite the rise of various technological advancement: Mindfulness of Agents in BPO Manila Philippines. Although mindfulness is always associated with spiritual and meditative practices, it also has a great impact in the customer service operation.

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Call Center Customer Service Representative Training First Call Resolution 52

NobelBiz

APRIL 3, 2023

Omnichannel contact center solutions offer features like data management, call tracking, skill-based routing, ring groups, interactive voice response (IVR), and other tools you’ll need to provide both current and potential clients with the greatest customer service.

Call Center 52

Call Center Customer Satisfaction Contact Center Management 52

ProProfs Chat

DECEMBER 28, 2020

No First Call Resolution. Studies show that 67% of customer churn is avoided if the service request is fulfilled during the first interaction. First call resolution is important for your business. This will enable your operators to deal better with customer complaints.

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How To Knowledge Base First Call Resolution Customers 94

NobelBiz

AUGUST 23, 2022

Speech Analytics is a process of evaluating a customer’s voice. This includes collecting multiple retrievable, recognizable, and reusable data points on interactions between this consumer and a corporation. This metric has become crucial for customer relationship management, particularly in contact centers. Let’s have a look!

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Call Center Analytics Contact Center Self Service 52

NobelBiz

APRIL 5, 2022

The customer experience can make or break your business, so it’s important to understand the factors that make a great customer service representative and a great contact center. Pay attention to their suggestions and promote initiative, even if it extends outside the tight scope of phone contact or client interactions.

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Contact Center Call Center How To First Call Resolution 52

ViiBE Blog

AUGUST 11, 2021

Similarly, a large company with many customers will require greater resources than a smaller one. Call centers were the predecessor to contact centers. Customers called a number and were routed to a customer service representative. They were pretty standardized for a long time. Co-browsing.

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Contact Center Software Contact Center Software Call Center 52

ViiBE Blog

JUNE 1, 2021

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. With customer self-service, customers can help themselves.

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Self Service Net Promoter Score Knowledge Base Omni-Channel 52

NobelBiz

FEBRUARY 27, 2023

In our sphere, a successful contact center is defined by its ability to manage customer interactions and meet their needs, while also operating in an efficient and cost-effective manner. To become a successful contact center, managers should pay exhaustive attention to four aspects, the first of which is a well trained workforce.

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Contact Center Self Service Wait Times Metrics 52

ViiBE Blog

AUGUST 18, 2021

ViiBE’s built-in knowledge management system can save documents and photos (like screenshots) from a call in its cloud-based knowledge base. You have the option to save videos from customer interactions, which can help you determine if there are recurring issues among your customer base. Download now.

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Customer Centricity Strategy CRM Net Promoter Score 52

Uniphore

NOVEMBER 19, 2021

Now, contact center leaders, customer experience leaders and those serving customers directly are empowered in ways we haven’t seen before. These leaders have a deep understanding of the real challenges their contact center agents and customers face. They will also help customers get better outcomes with self-service options.

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