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 Remote visual support is an innovative technology revolutionising customer service and customer support practices we have come to know so far.

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First Call Resolution Transportation Average Handle Time Contact Center 52

Magellan Solutions

AUGUST 8, 2021

Average Handle Time (AHT). This is the elapsed time between when an agent answers a call and when the agent disconnects with them. . The average cost per outbound telemarketing call in the Philippines is $6/hour, and the average call per agent is around 70. First Call Resolution (FCR).

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Magellan Solutions

APRIL 21, 2021

This will greatly improve the quality of your customer service. Call Abandonment Rate. There is a connection between call answer time and call abandonment rate. Your customers have a tendency to abandon the call if they wait for too long for someone to answer. First Call Resolution.

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NobelBiz

APRIL 5, 2022

The customer experience can make or break your business, so it’s important to understand the factors that make a great customer service representative and a great contact center. Working in a customer service department frequently includes repeated activities, which can have an influence on contact center workers’ motivation.

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NobelBiz

FEBRUARY 15, 2023

Tasks Automation It is common knowledge that a unified agent desktop connects smoothly with third-party apps and presents pertinent client information on a single screen. This saves agents the time they would have spent switching screens to retrieve the necessary information. This improvement is also feasible at a department level.

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Call Center How To Average Handle Time First Call Resolution 52

NobelBiz

FEBRUARY 27, 2023

Training is of equal importance, as it covers a range of topics related to product/service knowledge and customer service best practices. Enabling agents to provide accurate information, and efficiently resolve customer inquiries. Presented using reports to monitor a contact center’s performance over time.

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NobelBiz

MAY 24, 2022

Managing call center agents remotely has become a true challenge for the industry. Of course, including telecommuting in this work may appear to be a rather sophisticated sort of work that may appear to be rather sophisticated compared to typical customer service practice. Here are the 5 tips to tackle them: 1.

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Call Center Tips Virtual Call Center Management 52

NobelBiz

NOVEMBER 15, 2022

Of course, seasoned contact center professionals will smile with nostalgia, remembering the good old days when the trusted landline call was the only communication channel an agent had to deal with. Fast forward a couple of decades into the present day, and we get a completely different picture. Why is it necessary?

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Natalie Petouhof

SEPTEMBER 1, 2015

But what about when customer wants to get help from an customer service agent? Customer Service agents need to know the history of the customer’s visits to various channels, purchases, customer service requests, etc. Why Are Companies Struggling with The Seamless Customer Experience?

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