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.

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Average Handle Time Call Center Knowledge Base Virtual Call Center 52

NobelBiz

MARCH 19, 2024

Call center dashboards play a vital role in contact centers. Call center dashboards provide the kinds of insights and metrics that contribute to having improved agent performance and more successful campaigns. Table of Contents What is a Call Center Dashboard?

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Call Center Contact Center Average Handle Time Multi-Channel 59

Kustomer

JULY 1, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Tom Rieger from NSI , to learn about customer retention through enhancing wait times. The Science of Wait Times and Rewarding Customers. It seems that many companies are handling wait time wrong.

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Wait Times Customer Experience Call Center Contact Center 98

Call Experts

FEBRUARY 24, 2022

A business process outsourcing can be the perfect fit for your company if you need more than one support channel. . Many companies migrate to BPO contact centers for their customer service needs. That’s why many companies decide to utilize a BPO Contact center. Outbound call centers focus on sales and marketing.

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Contact Center Call Center How To Multi-Channel 105

NobelBiz

JANUARY 25, 2021

The Average Handling Time (AHT) – Time As the saying goes in business, “Time is Money”. This is the golden rule in the call center world. In more practical terms, each interaction requires a certain amount of time for resolution. Once you have collected the notes.

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Net Promoter Score Customer Service Effort Score Contact Center 52

NobelBiz

JULY 25, 2023

Diving Deep into Call Centers Customer Interaction analytics serves as the heartbeat of modern call centers. Customer Interaction Analytics also serves as a tool used by supervisors to analyze what interactions the team is having and to determine the most successful communication channels for a given campaign.

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NobelBiz

AUGUST 11, 2022

Customer expectations are higher than they have ever been and call centers are increasingly concerned with their ability to adapt to changing conditions. That’s where CCaaS – Contact Center as a Service comes in. Why CCaaS flexibility is so important for call centers?

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