ViiBE Blog

APRIL 8, 2021

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. A call center must center an agent around the customer using communication skills, empathy, and problem-solving.

Call Center Experience 52

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

Comm100

NOVEMBER 8, 2017

Some customers have a lot to say, others need to have additional details coaxed out of them. Regardless of how a customer communicates, your live chat agent needs to be a masterful listener. Communication Skills. Communication over live chat is different from communication over the phone. Professionalism.

Customer Service 107

Customer Service Tips Average Handle Time Communication 107

ShepHyken

JULY 11, 2022

3 Ways to Create a Better Customer Experience That Increases Conversions by Joel Comm. Magazine) As the global marketplace shrinks and communication channels continue to evolve, competition is heating up. They also need to win them over — a process that starts and ends with a good customer experience (CX).

Customer Service 24

Customer Service Average Handle Time Metrics Social Media 24

Stella Connect

JUNE 25, 2018

Improving your score isn’t as simple as scheduling a one-day customer service training session or implementing better software. They’re the result of bad policies, knowledge gaps, and ineffective cross-organizational communication. Equip Your Customer Service Team. Prioritize FCR techniques in training.

First Call Resolution 40

First Call Resolution Tips Effort Score Contact Center 40

Stella Connect

JUNE 25, 2018

Improving your score isn’t as simple as scheduling a one-day customer service training session or implementing better software. They’re the result of bad policies, knowledge gaps, and ineffective cross-organizational communication. Equip Your Customer Service Team. Prioritize FCR techniques in training.

First Call Resolution 40

First Call Resolution Tips Effort Score Contact Center 40

Comm100

OCTOBER 30, 2017

While this could occur in any organization, I have often seen it happen in companies that have grown through acquisitions and mergers, creating new challenges for effective communication and processes that aren’t joined up. In these instances, teams are often separated by location, training or technology. Communication Technologies.

Contact Center 115

Contact Center Tips Management Call Center 115

Comm100

AUGUST 21, 2018

You can also compare the total number of chats that your chatbot is handling on a periodic basis to track how your chatbot is growing. Average Handle Time (AHT) – What is the average duration of a single interaction with your chatbot? This should be shorter than the average handle time of your live chat agents.

Metrics 101

Metrics Chatbots Average Handle Time Effort Score 101