ViiBE Blog

AUGUST 2, 2021

Customer relationship management (CRM) is a broad system of different products and services that enable effective management of customer interactions across an organization. Your CRM strategy is what defines the levels of your customers’ satisfaction and allows for lasting customer loyalty and sustainable customer retention.

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CRM Call Center e-support Social Media 52

Talkdesk

MARCH 12, 2021

Talkdesk is an enterprise cloud contact center as a service (CCaaS) solution provider empowering companies to deliver customer experience excellence and top-notch quality of service (QoS). Founded to bring a paradigm shift into the realm of call center solutions, it became the first CCaaS unicorn startup in 2018.

Call Flow 91

Call Flow Contact Center Abandon Rate Omni-Channel 91

Magellan Solutions

NOVEMBER 20, 2023

Outsourcing outbound call center services can improve a company’s operations. When experts handle outbound communication, it increases output and boosts client satisfaction. Let’s tackle the advantages of outbound call center outsourcing. These professionals provide knowledge and are well-trained.

Call Center 52

Call Center e-support Abandon Rate Sales 52

Press 1 For Nick

SEPTEMBER 13, 2020

Don’t get stuck with wanting to be “Amazon” or “Apple” or the “Amazon/Apple of your industry.” Examples include cloud infrastructure providers, call center solution experts, CX Experts, etc. As you build out a strategy, research industry and non-industry trends as well as the key technologies.

Contact Center 52

Contact Center Call Center Solutions Leadership Call Center 52

Call Experts

FEBRUARY 3, 2023

The HVAC industry is in a state of growth which can pose major challenges for businesses, which is where an answering service for HVAC companies is helpful. But great customer service is essential. According to the most recent research, the revenue of the global Heating & Cooling industry is forecast to continuously increase by 53.2

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Company Call Center Call Center Solutions Exceptional Customer Service 52

TechSee

JANUARY 2, 2018

Customer satisfaction and experience are important for every industry, and insurance is no exception. Already a fiercely competitive industry, new players are continuously entering the market. To stay relevant and compete effectively, traditional insurance companies must ensure their customer base is satisfied.

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Insurance Telecommunications Contact Center Video 116

NobelBiz

FEBRUARY 13, 2024

The call center industry has been changing faster than ever, due to technological breakthroughs and constantly evolving customer demands. In 2024, businesses have the crucial responsibility of understanding and adopting the latest technology trends in customer service.

Call Center 59

Call Center Self Service Software Contact Center 59

NobelBiz

FEBRUARY 17, 2023

However, call avoidance hurts call center performance, leads to a staggering number of complaints, reduces customer satisfaction, and brings in more angry consumers than before. How do you deal with call avoidance? How can you ensure a perfect balance between customer satisfaction and agent experience?

Call Center 52

Call Center Strategy Self Service Policies 52

Magellan Solutions

JULY 2, 2021

Efficiency of Price per Call. Customer Satisfaction per Calls Received. Efficiency Per Industry Focus. Learn More About the Top Call Center Company in the Philippines. Customer Satisfaction. Industry Focus. Magellan Solutions. Unity Communications. Data Analysis.

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Comparison Average Handle Time Call Center Ecommerce 52

Inbenta

MAY 16, 2022

In the last few years, the telecommunications industry has taken a significant hit in spending. But how exactly is the telecom industry adapting to the challenges of today’s market? This has empowered telecom companies to reduce their waiting times, decrease call volume and increase customer satisfaction.

Chatbots 52

Chatbots Self Service Telecommunications Company 52

TechSee

NOVEMBER 6, 2018

The combination of these two technologies creates a powerful collaborative solution for remote guidance. More efficient than auditory communication, visually demonstrating the desired action enables the customer to comprehend and execute the instructions faster. Which industries are using AR remote assistance?

Call Center 104

Call Center Insurance Customer Satisfaction Video 104

TechSee

MAY 29, 2018

With millennials growing as a consumer segment and driving a shift in consumer behavior, the demand for visual aids and communication is increasing. Businesses in all categories seek solutions for enhanced video engagement with customers. Customer Service KPI #1 – NPS (Net Promoter Score). Better resolution rate.

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Contact Center Engagement Call Center Net Promoter Score 95

NobelBiz

SEPTEMBER 6, 2022

How to reduce call center attrition rate? Recruit the right call center agents, improve communication, provide continuous training, use a unified call center solution and more. Read on to find the best strategies to reduce call center agents’ attrition.

Call Center 52

Call Center Contact Center Multi-Channel Training 52

NobelBiz

FEBRUARY 21, 2023

Indeed, Callbacks are an excellent way to make interactions easier for call center agents and clients. Let’s see how callbacks are a crucial aid in managing callbacks in contact centers: 1. Promoting customer satisfaction The asynchronous aspect of callbacks promotes customer satisfaction by removing the need to wait.

Contact Center 52

Contact Center Abandon Rate Self Service Management 52

Magellan Solutions

MAY 18, 2016

Much has been said with regards to inbound call center outsourcing – which country has the best agents in terms of cost and communication skills, which companies offer the best package, and what is the most important thing to do before finalizing that agreement with your outsourced call center.

Call Center 69

Call Center Call Center Solutions Hospitality Training 69

TechSee

JUNE 11, 2019

For example, heavy emphasis on low AHT would often negatively impact customer satisfaction. Conversely, when trying to improve NPS, agents would often spend additional time building relationships with their customers, driving up call durations. Visual Assistance boosts NPS across industries by 45% after eighteen months.

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Self Service Technology Customer Service Contact Center 117

TechSee

NOVEMBER 27, 2018

Augmented Reality (AR) – the ability to overlay and share physical objects, spaces and images on mobile devices – is revolutionizing the customer experience across multiple industries. This has proven to be especially beneficial in the areas of field service, contact centers and self-service. .

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Infographics Self Service Customer Service First Call Resolution 84

VDS

APRIL 1, 2019

The ability to increase revenue and efficiencies, as well as improve agent/employee satisfaction. Improve customer satisfaction/experiences. Don’t get stuck with wanting to be “Amazon” or “Apple” or the “Amazon/Apple of your industry.” And, make sure you define how you will manage, communicate and support the change.

Contact Center 40

Contact Center Call Center Solutions Customer Journeys Leadership 40

NobelBiz

MAY 22, 2023

Today’s enterprises cannot afford to be left behind with outdated technology, particularly when it comes to communication. Your phone system is more than just a communication tool. It’s a connection between you and your customers, a facilitator for internal coordination, and a key player in ensuring seamless operations.

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System Contact Center Call Center Communication 52

TechSee

DECEMBER 11, 2018

To deliver value in 2019, call center leaders must select a CX initiative that can immediately demonstrate ROI. In today’s digital world which is quickly becoming hyper visual, AR is clearly emerging as a crucial method of communication, delivering better engagement and efficiency.

Call Center 182

Call Center Omni-Channel Self Service Strategy 182

Magellan Solutions

JULY 30, 2021

The average shrinkage rate for the call center industry ranges from 30% to 35%. The manager needs to explore ways to reduce call center shrinkage if the shrinkage percentage exceeds 35%. Calculating shrinkage also helps managers decide the required number of agents to handle incoming/outgoing calls.

Call Center 52

Call Center Management Contact Center Call Center Solutions 52

NobelBiz

FEBRUARY 22, 2023

The customer service industry has been changing to place the customer in the first place. Contact center data plays a significant part in this growth, and the most successful firms make the most of this technology. It can even employ voice analytics to obtain a better grasp of your customers’ annoyance.

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Call Center Analytics Contact Center How To 52

TechSee

OCTOBER 22, 2019

If agents have their eye on the clock because they are rushing to meet their AHT targets, they are missing out on a golden opportunity to ensure a greater degree of customer satisfaction through NIA. Leverage contact center technologies such as voice analysis to study conversations and figure out drivers of repeat calls.

Contact Center 84

Contact Center Self Service Effort Score Average Handle Time 84

Magellan Solutions

JUNE 29, 2021

Customer satisfaction , often abbreviated as CSAT, is a measure of how happy your customers are with the services contact centers provide. . BPOs directly ask the customers to rate their satisfaction with an agent, product or service. To measure this, look no further than the BPO’s CSAT.

Call Center 52

Call Center Net Promoter Score Contact Center NPS 52

TechSee

SEPTEMBER 12, 2018

If that interaction can replace a live communication with the call center, which costs $10-12 on average, or help avoid a technician dispatch , which could cost $150, the savings are obvious. For example, an enterprise will pay only when a technician dispatch or a call to a human agent was avoided.

Chatbots 61

Chatbots Call Center Telecommunications Financial 61

TechSee

AUGUST 7, 2018

Highly familiar to most users thanks to Skype and Facetime, video chat enables a sales representative to help a customer face to face during the purchase process, so the interaction becomes a personal session with a consultant. For example, a group of young customers are searching for a bright new lipstick for prom night.

Sales 95

Sales Tools Engagement How To 95

Magellan Solutions

SEPTEMBER 10, 2019

Given that you are transferring your customer service or sales functions to a third-party company, expect that you’ll have less control over these processes. Maintain regular communication with your offshore team so you can track the progress of your campaign. How Much Does Call Center Outsourcing Cost? Customer service.

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Call Center Call Center Solutions Contact Center Culture 49