ViiBE Blog

AUGUST 11, 2021

ViiBE Blog. The best contact center software for your needs. Call Center , CRM , Customer experience. What is an omnichannel contact center? Contact center software uses omnichannel routing to put the customer in touch with a representative via the means of their choosing.

Contact Center Software 52

Contact Center Software Contact Center Software Call Center 52

NobelBiz

FEBRUARY 27, 2024

Hold Queues : Ensures calls are answered promptly, minimizing wait times. Smart Call Routing : Directs calls to the most suitable agent based on expertise, language, or past interactions. This increases the likelihood of first-call resolution. Key Performance Indicators (KPIs) provide valuable insights.

Call Center 105

Call Center Tools Contact Center Net Promoter Score 105

NICE inContact

NOVEMBER 9, 2018

Here are some of the things we learned: Nearly half of all inbound contact center interactions are for the purposes of asking for help. Two in three responders prefer working with a live agent as opposed to self-service or a chat-bot. Workforce management (WFM) software can help.

Contact Center 122

Contact Center Contact Center Software Self Service Chatbots 122

NobelBiz

FEBRUARY 13, 2024

RELATED ARTICLE CRM Key Features For Customer Service Interactive Voice Response (IVR) An advanced Interactive Voice Response system allows customers to navigate through options using their voice or keypad inputs, efficiently directing them to the appropriate service or information, thereby enhancing self-service capabilities.

Call Center 59

Call Center Self Service Software Contact Center 59

Talkdesk

APRIL 12, 2019

In this blog, we walk you through the most critical call center metrics and explain why they’re important for you to track with call center software. Call SLA: Call SLA looks at what % of the calls are answered in X seconds. Learn more about how to increase first call resolution.

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Call Center Self Service Metrics Net Promoter Score 43

Talkdesk

APRIL 10, 2019

Tracking The Call Center Metrics That Matter Maintaining a high level of customer experience is difficult, especially considering the dozens of metrics that you could be tracking to help you answer the question “Are my customers happy?”. Call SLA: Call SLA looks at what % of the calls are answered in X seconds.

Call Center 45

Call Center Metrics Self Service First Call Resolution 45

NICE inContact

JUNE 30, 2016

With this in mind, it’s easy to see the value of modern contact center software all-in-one packages. Some of these include reduction in QA staffing, non-compliance and fraud costs, and call volume (through increased first call resolution).

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Contact Center Analytics Technology Multi-Channel 122