ViiBE Blog

MAY 13, 2021

Customers often contact a call center when they are frustrated or experiencing an issue with a product or service. In the background, entire systems run behind the scenes to manage their call and put them in touch with a representative as efficiently as possible. There are different types of call centers.

Call Center 52

Call Center Technology Virtual Call Center Contact Center 52

ShepHyken

JANUARY 22, 2021

Sh e shares best practices supervisors can use for monitoring call center agents in a work-from-home scenario. COVID-19 has led us to believe that we need to rethink, amend, and strengthen our contact centers with robust technology to stay ahead of the pandemic. Comprehensive Call Center Metrics Report.

Call Center 89

Call Center Virtual Call Center Contact Center Average Handle Time 89

Daniel Group

MARCH 18, 2020

The technology supporting our core survey system, from importing/uploading your data files, to conducting surveys, to sending alerts and displaying results in our portal are all driven by a system housed in a secure Tier 1 data center in Charlotte, NC, with cloud-based backup and disaster recovery systems. Virtual Call Center.

Virtual Call Center 69

Virtual Call Center Call Center Groups System 69

ViiBE Blog

MAY 4, 2021

First call resolution (FCR) is a metric used in call centers to calculate the percentage of calls where a customer’s issue is resolved within the first call to the center. So, in concrete terms, what does FCR show you about your center? FCR stands for First Call Resolution. How to measure it?

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First Call Resolution Call Center Virtual Call Center Knowledge Base 52

ViiBE Blog

APRIL 26, 2021

Teach your agents to communicate with empathy and receive customer feedback and criticism while remaining professional and detached. Forward feedback to the source. You should forward feedback to the R&D department so that the factory can implement changes as soon as possible. Increase the lines of communication.

Tips 52

Tips Knowledge Base Virtual Call Center Contact Center 52

Magellan Solutions

JULY 29, 2021

million people employed by call center outsourcing Philippines. . The Asian Development Bank predicts that by 2030 AI and similar technologies could displace 286,000 workers or almost a quarter of the people in the telemarketing call center Philippines. Virtual assistants simplify lead generation. .

Call Center 52

Call Center Self Service Social Media Omni-Channel 52

Daniel Group

MARCH 26, 2020

Many companies are too focused on the score but not the feedback data. In this blog, I discuss how the feedback data can be much more valuable in improving your Customer Experience. Virtual Call Center. So, we have inherent resilience to physical/site shutdowns compared to a traditional call center.

Strategy 59

Strategy NPS Net Promoter Score Virtual Call Center 59