ViiBE Blog

APRIL 28, 2021

The center’s total call volume and the number of staff present at any time will affect this KPI. First call resolution rate. Another KPI is the first call resolution rate. This measures how many customer issues are resolved within the first call to the center.

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ViiBE Blog

JUNE 1, 2021

You can implement it as a standalone virtual call center or as a complement to CRM applications and co-browsing software. ViiBE makes follow-up easy by tracking metrics like first call resolution and by storing multiple calls to the same customer under a single ticket.

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ViiBE Blog

AUGUST 11, 2021

Key Performance Indicators (KPIs) exist to measure the performance of individual employees or contact centers as a whole. ViiBE sends a quick after-call survey to measure KPIs like first call resolution (FCR) , net promoter score (NPS) in real-time.

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NobelBiz

AUGUST 11, 2022

Scalable Call Center Operations On The Fly Contact centers may adjust to better meet the demands of their clients thanks to CCaaS solutions. Because they are all hosted in the cloud, these solutions make it simple to form remote or multi-location teams and quickly set up a virtual call center.

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