ViiBE Blog

MARCH 18, 2021

Given these opposing demands, how can a center ensure that agents handle each call as efficiently as possible? A classic call center metric to measure this is the Average Handle Time (AHT). The agent will still have similar post-call work to do after the conversation ends.

Average Handle Time 52

Average Handle Time Call Center Knowledge Base Virtual Call Center 52

ViiBE Blog

APRIL 8, 2021

What is a good idea of a great call center answer? In any kind of call center or contact center , customers are ultimately looking to resolve their problem. By the end of the call, they want to have a solution. The evolution of the call center experience. Call center metrics.

Call Center Experience 52

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

NobelBiz

MAY 24, 2022

In the post-covid era, the contact center sector has altered dramatically. Managing call center agents remotely has become a true challenge for the industry. In this article, discover 5 tips to manage remote call center agents successfully.

Call Center 52

Call Center Tips Virtual Call Center Management 52

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?

Contact Center 52

Contact Center Call Center Multi-Channel Omni-Channel 52

ViiBE Blog

APRIL 28, 2021

This article will teach you how to measure an agent’s performance and other important customer service metrics. How do you measure the performance of an agent? Key Performance Indicators (KPI)s are metrics used to measure employee performance and change from industry to industry. What are the KPIs in a call center?

Call Center 98

Call Center First Call Resolution Average Handle Time Virtual Call Center 98