ShepHyken

JANUARY 22, 2021

The supervisors can listen to the live calls, monitor the agents’ performance, provide on-call assistance to help the agents have qualified interactions. They can also snoop, barge, and whisper on a live call if required.

Call Center 91

Call Center Virtual Call Center Contact Center Average Handle Time 91

ViiBE Blog

APRIL 26, 2021

Your training should focus on service recovery , which is the strategy of turning a customer service failure into a successful interaction. ViiBE’s knowledge management tool can easily find past customer interactions to use for training purposes. This reality underscores the need to invest in extensive training for your employees.

Tips 52

Tips Knowledge Base Virtual Call Center Contact Center 52

Magellan Solutions

AUGUST 5, 2021

To manage this call volume , you need phone systems with advanced features like call transferring, group conferencing, voicemail support, and more. Interactive voice response (IVR) . Automated call distribution (ACD) . Customized call queues. Real-time dashboard that monitors ongoing calls. Feature(s).

Call Center 40

Call Center Software CRM e-support 40

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. Customer service automatization is a much more secure and functional solution to relying on manual entries of recorded data and meticulous file organization.

CRM 52

CRM Call Center e-support Social Media 52

NobelBiz

JUNE 1, 2021

A CCaaS is a multi-channel contact center solution that is critical to a company’s growth. It is a software system that improves customer service efficiency by utilizing a call center solution that manages several channels particular to a business. What exactly is a CCaaS solution?

Contact Center 52

Contact Center Multi-Channel Call Center Software 52