article thumbnail

What is first call resolution?

ViiBE Blog

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.

article thumbnail

What is call center technology?

ViiBE Blog

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.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

Top Metrics to Make Your Call Center a Success

CSM Magazine

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.

article thumbnail

How Fast Is Your Customer Service For Today’s Challenges

LiveChat

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.

article thumbnail

What is the call center experience?

ViiBE Blog

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.

article thumbnail

How to evaluate a call center agent’s performance?

ViiBE Blog

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.

article thumbnail

5 Tips for Managing Remote Call Center Agents

NobelBiz

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.