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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ViiBE Blog

MAY 13, 2021

Customer satisfaction is a crucial metric and the priority of every call center employee. At the core of each call center or contact center is the customer interaction. Still, the software running behind the scenes plays a crucial role in ensuring optimum customer service. Conclusion.

Call Center 52

Call Center Technology Virtual Call Center Contact 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. However, not all customer service solutions are created equal. For your call center service to be a success, your organization needs to be able to monitor its practices and performance.

Call Center 52

Call Center Metrics Self Service Virtual Call Center 52

LiveChat

NOVEMBER 11, 2016

This shows that there is somewhere a lack in the customer support system and it is essential to tap the potential of the best contemporary technologies and resources for your business. Customers Move So Does Cloud. The user-friendliness of cloud technology has made the scenario easier for the customer service environment.

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Customer Service Call Center Virtual Call Center First Call Resolution 60

ViiBE Blog

APRIL 8, 2021

Call centers have evolved beyond simple inbound call centers to many different types of contact centers offering services, including outbound calls, video calls, instant messaging, and automated messaging. The more options provided to the customer, the more the center can meet their needs.

Call Center Experience 52

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

ViiBE Blog

APRIL 28, 2021

So how can you evaluate a call center agent’s performance? This article will teach you how to measure an agent’s performance and other important customer service metrics. The center’s total call volume and the number of staff present at any time will affect this KPI. Employee break time.

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

NobelBiz

MAY 24, 2022

Managing call center agents remotely has become a true challenge for the industry. Of course, including telecommuting in this work may appear to be a rather sophisticated sort of work that may appear to be rather sophisticated compared to typical customer service practice. Make use of the flow history.

Call Center 52

Call Center Tips Virtual Call Center Management 52