ViiBE Blog

MAY 13, 2021

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. Call center technology refers to these different software and hardware tools used to run a call center. So what exactly do call centers do?

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Stella Connect

JANUARY 31, 2018

First contact resolution (aka first call resolution), or FCR, might not be high on your list of call center metrics. Regardless of your experience with FCR, or lack thereof, it’s time to make it a top priority for your performance management program. per call, for a total of 1.25

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Metrics First Call Resolution Customer Service Contact Center 40

Pointillist

NOVEMBER 11, 2019

Many call center leaders cite First Call Resolution (FCR) as the most important metric to track. Research firm Frost and Sullivan calls First Call Resolution the “home run” of call center metrics. As McKinsey & Company explains : The contact center.

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Kustomer

AUGUST 8, 2022

Let customer service agents and reps have access to the QA data, such as their recorded phone calls, and they will start noticing ways they can improve. The Steps to an Effective Customer Service Call. They spend a lot of time listening to dead air or calls that really are not scorable or coachable anyway.

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NobelBiz

MAY 24, 2022

In the post-covid era, the contact center sector has altered dramatically. Managing call center agents remotely has become a true challenge for the industry. In this article, discover 5 tips to manage remote call center agents successfully. Here are the 5 tips to tackle them: 1.

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Call Center Tips Virtual Call Center Management 52

NobelBiz

AUGUST 11, 2022

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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NobelBiz

JULY 25, 2023

Christian Montes, Executive Vice President of Client Operations @NobelBiz The Multifaceted Channels of Interaction In a contact center, customer interactions unfold across a myriad of channels, each holding a unique treasure trove of insights.

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CSM Magazine

AUGUST 4, 2021

Consider this: of people who reached out to a contact center, 73% had tried a digital channel first, according to the Verint Experience Index (VXI): Banking report published earlier this year. However, not all customers will opt for digital first, so it’s important to meet them where they want to interact with you.

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