ViiBE Blog

MAY 3, 2023

ViiBE Blog How to help customers get in contact with your remote customer support fast in B2B? Anna Gorina May 3, 2023 Share this article Contents Share this article Contents Enhancing the Digital Experience with Remote Assistance Free Retail E-book available now! Download now Impeccable customer service is one of the main blocks of a flourishing business in the long run.

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B2B Chatbots How To e-support 52

ViiBE Blog

MAY 11, 2023

ViiBE Blog What is a Service Level Agreement? How to write an SLA? Anna Gorina May 11, 2023 Share this article Contents Share this article Contents Enhancing the Digital Experience with Remote Assistance Free Retail E-book available now! Download now Remote Assistance and how it Boosts Petroleum Operations Free Oil & Gas E-book available now! Download now Read now In the world of a large variety of services, it becomes crucial to establish the “rules of the game” meaning to define what servi

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How To e-support Meeting Measurement 52

ViiBE Blog

MAY 26, 2023

ViiBE Blog Solving plumbing problems with remote visual assistance in plumbing management software Marc Prempain May 26, 2023 Share this article Contents Share this article Contents Enhancing the Digital Experience with Remote Assistance Free Retail E-book available now! Download now Plumbing management software is an essential tool for plumbing companies that want to win the competition by being effective, agile, and fast when it comes to handling customers’ queries.

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Software Management Video e-support 52

ViiBE Blog

JUNE 15, 2023

ViiBE Blog Screen-sharing vs co-browsing: what to choose for your business? Anna Gorina June 15, 2023 Share this article Contents Share this article Contents Co-browsing vs screen sharing. Both are powerful tools that enable teams to collaborate remotely, share information, and provide real-time support to clients and customers. Whether it’s conducting virtual meetings, delivering presentations, troubleshooting technical issues, or assisting customers with online transactions, these tools

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e-support CRM Interaction Software 52

ViiBE Blog

AUGUST 27, 2021

ViiBE Blog. What is the meaning of CX? Customer experience. Insurance , Retail , SMB. Charles Street. August 27, 2021. Share this article. Share on facebook. Share on twitter. Share on linkedin. Share on whatsapp. Share on email. Contents. Share this article. Share on facebook. Share on twitter. Share on linkedin. Share on whatsapp. Share on email. Contents.

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Net Promoter Score First Call Resolution Effort Score Knowledge Base 52

ViiBE Blog

JULY 8, 2021

ViiBE Blog. What are the different kinds of top cybersecurity companies? Customer experience , Technology. Automotive , Construction , Energy , Insurance , Retail , SMB , Transport. Natalia Barszcz. July 8, 2021. Share this article. Share on facebook. Share on twitter. Share on linkedin. Share on whatsapp. Share on email. Contents. Share this article.

Company 52

Company Government Self Service Transportation 52

ViiBE Blog

JULY 13, 2021

ViiBE Blog. What is a multi-tenant cloud? Customer experience , Remote operations , Technology. Automotive , Construction , Energy , Insurance , Retail , SMB , Transport. Natalia Barszcz. July 13, 2021. Share this article. Share on facebook. Share on twitter. Share on linkedin. Share on whatsapp. Share on email. Contents. Share this article. Share on facebook.

Transportation 52

Transportation Self Service Automotive Insurance 52

ViiBE Blog

JULY 15, 2021

ViiBE Blog. What is a great call center answer? Call Center , Customer experience. Insurance , Retail , SMB. Kelly Dell. July 15, 2021. Share this article. Share on facebook. Share on twitter. Share on linkedin. Share on whatsapp. Share on email. Contents. Share this article. Share on facebook. Share on twitter. Share on linkedin. Share on whatsapp.

Call Center 52

Call Center Self Service e-support Insurance 52

ViiBE Blog

JULY 30, 2021

ViiBE Blog. What is a contact center? Call Center , Customer experience , Remote operations. Automotive , Construction , Energy , Insurance , Retail , SMB , Transport. Natalia Barszcz. July 30, 2021. Share this article. Share on facebook. Share on twitter. Share on linkedin. Share on whatsapp. Share on email. Contents. Share this article. Share on facebook.

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Contact Center Self Service Call Center Transportation 52

ViiBE Blog

AUGUST 2, 2021

ViiBE Blog. What is CRM integration and why is it useful? Call Center , Customer experience , Remote operations , Technology. Automotive , Construction , Energy , Insurance , SMB , Transport. Natalia Barszcz. August 2, 2021. Share this article. Share on facebook. Share on twitter. Share on linkedin. Share on whatsapp. Share on email. Contents. Share this article.

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CRM Call Center e-support Social Media 52

ViiBE Blog

AUGUST 9, 2021

ViiBE Blog. What is the key to success in a call center? Call Center , Customer experience. Insurance , Retail , SMB. Kelly Dell. August 9, 2021. Share this article. Share on facebook. Share on twitter. Share on linkedin. Share on whatsapp. Share on email. Contents. Share this article. Share on facebook. Share on twitter. Share on linkedin. Share on whatsapp.

Call Center 52

Call Center Self Service First Call Resolution Contact Center 52

ViiBE Blog

AUGUST 11, 2021

ViiBE Blog. The best contact center software for your needs. Call Center , CRM , Customer experience. Retail , SMB. Charles Street. August 11, 2021. Share this article. Share on facebook. Share on twitter. Share on linkedin. Share on whatsapp. Share on email. Contents. Share this article. Share on facebook. Share on twitter. Share on linkedin. Share on whatsapp.

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Contact Center Software Contact Center Software Call Center 52

ViiBE Blog

AUGUST 17, 2021

ViiBE Blog. What is the purpose of customer experience management? Customer experience. Automotive , Construction , Energy , Insurance , Retail , SMB , Transport. Natalia Barszcz. August 17, 2021. Share this article. Share on facebook. Share on twitter. Share on linkedin. Share on whatsapp. Share on email. Contents. Share this article. Share on facebook.

Customer Experience Management 52

Customer Experience Management CEM Customer Experience Management 52

ViiBE Blog

AUGUST 18, 2021

ViiBE Blog. Creating a customer-centric business strategy. CRM , Customer experience. Insurance , Retail , SMB. Charles Street. August 18, 2021. Share this article. Share on facebook. Share on twitter. Share on linkedin. Share on whatsapp. Share on email. Contents. Share this article. Share on facebook. Share on twitter. Share on linkedin. Share on whatsapp.

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Customer Centricity Strategy CRM Net Promoter Score 52

ViiBE Blog

AUGUST 25, 2021

ViiBE Blog. How can you measure customer satisfaction? CRM , Customer experience. Automotive , Construction , Energy , Insurance , Retail , SMB , Transport. Natalia Barszcz. August 25, 2021. Share this article. Share on facebook. Share on twitter. Share on linkedin. Share on whatsapp. Share on email. Contents. Share this article. Share on facebook. Share on twitter.

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Customer Satisfaction Measurement Net Promoter Score Effort Score 98

ViiBE Blog

JUNE 8, 2021

Subject matter experts (SME) are individuals who hold a deep understanding of a particular area of expertise. They bring a strong competitive advantage when employed by a business. With their specialized knowledge and experience in the field, their role is to intervene and support the business in moments when general knowledge of the rest of the employees is insufficient.

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e-support Competitive Advantage Guidelines Social Media 52

ViiBE Blog

JUNE 2, 2021

Augmented reality is one of the most rapidly evolving technologies, merging both the real and the virtual world together. By overlaying virtual objects and surroundings with the real world, AR revolutionizes traditional ways of doing business and transforms customer experience on both ends. With that in mind, AR is thus the perfect solution if your organization aims to face the current challenge within retail – to resolve issues quickly and resolutely while providing a smooth and stress-fr

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ViiBE Blog

JUNE 3, 2021

Field ticketing software is crucial to managing a company’s operations in the field remotely. Field service managers rely on these systems to keep tabs on current operations and plan out future ones. As field service becomes more remote, priorities are changing. It is as vital as ever to track the performance of team members. Still, connectivity is now taking an increasingly important place in a company’s considerations.

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Software CRM Knowledge Base First Call Resolution 52

ViiBE Blog

JUNE 1, 2021

“Give a man a fish, and he’ll eat for a day. Teach a man to fish, and you feed him for a lifetime,” the old adage goes. For customer service, this logic also applies. Answer a customer’s query, and you’ve solved their problem for a day. Give them the tools to solve it themselves, and you’ve solved their problems for the lifetime of the product (or service.).

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Self Service Net Promoter Score Knowledge Base Omni-Channel 52

ViiBE Blog

MAY 31, 2021

Employees are a valuable resource of know-how for company processes and information. Unfortunately, when an employee leaves, this knowledge often leaves with them. In customer-facing positions, high turnover can exacerbate this problem and negatively affect customer service. In technical roles, knowledge gaps can emerge when knowledgeable employees with decades of experience decide to retire.

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ViiBE Blog

MAY 26, 2021

In times when information flows rapidly and trends change constantly, knowledge serves as one of the most important competitive differentiators in your company’s performance. From databases to documents and records of previous customer experiences, knowledge management turns any essential information into assets, which the company and its workforce can shape their performance upon.

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Software Management How To Knowledge Base 52

ViiBE Blog

MAY 20, 2021

Remote visual support and AR are two vastly emerging technology redefining customer service and the traditional approach to customer support, with a predicted 1.9 billion active monthly users by 2022. Many such solutions have so far been welcomed on the market, all with functions enabling support teams to provide customers with quick issue identification and tailored personal assistance, while increasing customer service teams’ performances.

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First Call Resolution Transportation Average Handle Time Contact Center 52

ViiBE Blog

MAY 13, 2021

Customers often contact a call center when they are frustrated or experiencing an issue with a product or service. In the background, entire systems run behind the scenes to manage their call and put them in touch with a representative as efficiently as possible. Call center technology refers to these different software and hardware tools used to run a call center.

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Call Center Technology Virtual Call Center Contact Center 52

ViiBE Blog

MAY 10, 2021

Customer service is the direct interaction between the company and the customer. It entails various means of communication, be that support, client engagement, or company updates, and can be exercised both in-person and through the company’s media platforms. Nowadays, such multilateral and proactive cooperation with the customer is considered as one of the backbones of businesses and their performance.

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Customer Service Social Media Competitive Advantage Poor Customer Service 52

ViiBE Blog

MAY 4, 2021

Customer support has taken on new importance as customer interactions have moved away from physical stores to a digital marketplace. Customers expect the same level of service as in person, so it is crucial to measure your call center’s overall performance as well as your individual agents. Key performance indicators (KPIs) like AHT , NPS and FCR are vital to measuring this performance.

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First Call Resolution Call Center Virtual Call Center Knowledge Base 52

ViiBE Blog

APRIL 30, 2021

Customer service is essential for any business. A negative customer interaction can spread by word of mouth , but so can a positive one. While traditional call centers have existed for decades, they lack some of the features of face to face interactions. As consumers shift their shopping habits online, customer service is also making this transition.

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Video Customer Service Virtual Call Center How To 52

ViiBE Blog

APRIL 28, 2021

The call center agent is at the core of any call center. Since they’re the most involved with customer interactions, their performance directly affects the customer experience. Given this importance, it is crucial to keep track of their productivity. 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.

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ViiBE Blog

APRIL 26, 2021

Computers play such an omnipresent role in our lives; it is easy to forget there is a whole profession dedicated to keeping everything running behind the scenes. Suddenly, when we have a technical issue, we remember there is someone available to help us. Great IT support can make all the difference for customers experiencing an issue with your product or service.

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Tips Knowledge Base Virtual Call Center Contact Center 52

ViiBE Blog

APRIL 22, 2021

A call center depends on many different people to function correctly. Each call center agent must balance performance targets with customer satisfaction. Team leaders have a unique role in ensuring agent productivity and a conducive work environment. On top of that, software is critical to the functioning of a call center. With all of these components playing a role in the organization, managing a call center effectively can seem like a daunting task.

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Call Center Management How To Knowledge Base 52

ViiBE Blog

APRIL 19, 2021

Unhappy customers are a challenge for any company. If your customer leaves unsatisfied, they are unlikely to give you any repeat business. The customer relationship you have established goes out the window, and you’ll have to start building customer loyalty with someone else. But what if you could turn that unhappy customer into a happy one instead?

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Healthcare Case Study Knowledge Base Video 52

ViiBE Blog

APRIL 15, 2021

Co-browsing is a recent technology that allows a customer visiting a web page to share their screen in real time with a customer service representative. Co-browsing allows the representative to follow along with the customer as they navigate the website. It is gaining popularity in a wide variety of industries, from retail to financial services. As live chat and automated chat become integrated into more websites, co-browsing will become more and more commonplace.

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ViiBE Blog

APRIL 7, 2021

What is a customer service training video? Some people are a natural fit for customer service. Still, not everyone has the knack for anticipating customer needs and maintaining a professional composure even in stressful scenarios. Customer service training videos have been used for decades by companies to improve customer interactions with employees.

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Customer Service Training Video Training Customer Service 52

ViiBE Blog

APRIL 8, 2021

Customers typically contact call centers when they are unable to resolve a problem with a product or service on their own. The key to satisfying the customer in search of a solution is the call center experience. The call center experience is the overall interaction between the customer and the call center. This experience is affected by several factors, including processes, training, and technology.

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

ViiBE Blog

APRIL 7, 2021

What is a customer service training video? Some people are a natural fit for customer service. Still, not everyone has the knack for anticipating customer needs and maintaining a professional composure even in stressful scenarios. Customer service training videos have been used for decades by companies to improve customer interactions with employees.

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Customer Service Training Video Training Customer Service 52

ViiBE Blog

MARCH 18, 2021

Call centers face a unique dilemma created by conflicting priorities. On the one hand, customer satisfaction is a crucial goal that must be achieved by the end of a call to keep the caller’s business. On the other, each call must be handled as promptly as possible to ensure that the next caller has a short wait time. Given these opposing demands, how can a center ensure that agents handle each call as efficiently as possible?

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Average Handle Time Call Center Knowledge Base Virtual Call Center 52

ViiBE Blog

FEBRUARY 9, 2021

What is knowledge management? Knowledge management describes processes that allow organizations to capture and disseminate knowledge. Recently the definition has been expanded to include the sharing of all information assets which includes databases, documents, procedures, and expertise and experience in individual workers. Knowledge management operationalizes information, turning stagnant knowledge into operational assets and empowers employees by giving the right information to the right perso

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Management Call Center System Culture 52

ViiBE Blog

SEPTEMBER 11, 2020

The COVID-19 crisis has massively disrupted the retail sector making remote customer service and satisfaction increasingly essential to provide. Safety concerns have become one of the top challenges for companies to tackle. 70% of consumers have stated that their concern for hygiene and sanitation is heightened. Both customers and companies are adapting to find new ways to resolve after-sales issues and effectively collaborate from a distance.

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