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What is first call resolution?

ViiBE Blog

Customers expect the same level of service as in person, so it is crucial to measure your call center’s overall performance as well as your individual agents. Key performance indicators (KPIs) like AHT , NPS and FCR are vital to measuring this performance. So, in concrete terms, what does FCR show you about your center?

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5 Tips for Managing Remote Call Center Agents

NobelBiz

Managing call center agents remotely has become a true challenge for the industry. Running a remote call center, on the other hand, has become relatively simple with strong management, an excellent organization, and the necessary contact center technological tools. But how exactly?

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The best contact center software for your needs

ViiBE Blog

The best contact center software for your needs. Call Center , CRM , Customer experience. Similarly, a large company with many customers will require greater resources than a smaller one. Call centers were the predecessor to contact centers. What is an omnichannel contact center? ViiBE Blog.

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How Cloud Based Contact Center Solutions Increase Flexibility and Agent Productivity?

NobelBiz

Customer expectations are higher than they have ever been and call centers are increasingly concerned with their ability to adapt to changing conditions. That’s where CCaaS – Contact Center as a Service comes in. Why CCaaS flexibility is so important for call centers?

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What is the value of customer self-service?

ViiBE Blog

With younger generations increasingly averse to phone calls, many also prefer self-service. Omnichannel service channels are the future of customer service because they enable customers to choose the appropriate channel for their needs. Ultimately, web self-service and omnichannel support work best as a combination.