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What is the call center experience?

ViiBE Blog

Call centers have evolved beyond simple inbound call centers to many different types of contact centers offering services, including outbound calls, video calls, instant messaging, and automated messaging. The more options provided to the customer, the more the center can meet their needs. Average Handle Time.

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Call Center Staffing: How Many Agents Do You Need?

Stella Connect

For growing companies with ambitious customer service goals and limited resources, staffing call center teams can be tricky. What’s the magic number of agents you need for a team just big enough to meet demand and serve customers well? The Erlang C Formula: Balancing Customer Service Goals with Call Center Costs.

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26 Tips for Improving Your First Call Resolution Rate

Stella Connect

If your contact center’s sweet spot is where happy, productive agents and satisfied, loyal customers meet, you need to concentrate on FCR. The higher your first call resolution rate, the more positive your customer experience and the higher your customers’ lifetime value (CLTV). Why Is First Call Resolution So Critical?

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26 Tips for Improving Your First Call Resolution Rate

Stella Connect

If your contact center’s sweet spot is where happy, productive agents and satisfied, loyal customers meet, you need to concentrate on FCR. The higher your first call resolution rate, the more positive your customer experience and the higher your customers’ lifetime value (CLTV). Why Is First Call Resolution So Critical?

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6 Ways to Advance Your Call Center Performance (Part II)

Pretium Solutions

This means much more than constant monitoring of and managing service levels, average handle time and other key performance indicators. Call center leaders need to determine the culture and targeted outcomes of the call center.

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6 Ways to Improve Your Call Center Performance (Part II)

Pretium Solutions

This means much more than constant monitoring of and managing service levels, average handle time and other key performance indicators. Call center leaders need to determine the culture and targeted outcomes of the call center.

article thumbnail

6 Ways to Improve Your Call Center Performance (Part II)

Pretium Solutions

This means much more than constant monitoring of and managing service levels, average handle time and other key performance indicators. Call center leaders need to determine the culture and targeted outcomes of the call center.