ViiBE Blog

MAY 13, 2021

Call center technology refers to these different software and hardware tools used to run a call center. Management systems keep track of call volume, route incoming calls, and perform data analytics in real-time. Predictive dialers use algorithms to reduce wait times for agents and customers on the line.

Call Center 52

Call Center Technology Virtual Call Center Contact Center 52

NobelBiz

MARCH 21, 2023

The First Contact Resolution Rate (FCR) is a crucial KPI for measuring the effectiveness and quality of your customer service. This indicator is regarded as one of the most influential metrics for measuring customer service effectiveness. When a problem arises, the customer expects a quick and efficient resolution.

First Call Resolution 52

First Call Resolution Call Center Contact Center Knowledge Base 52

CSM Magazine

FEBRUARY 12, 2020

What your team is selling today is service. Customers can go to various businesses, including online, to buy the same items you sell. If your company provides a better customer experience, consumers will stay. Customer service training is as crucial as learning job requirements and product information.

Customer Experience 52

Customer Experience How To Call Recording Poor Customer Service 52

NobelBiz

NOVEMBER 6, 2023

In today’s fast-paced digital environment, intelligent automation has become a powerful force, propelling change within call centers across the globe. Contact centers serve as the lifeblood of customer service for countless businesses, and the integration of intelligent automation holds the key to unlocking their full potential.

Call Center 105

Call Center Self Service Contact Center Customer Service 105

NobelBiz

APRIL 18, 2022

It also consists of the flow of agents and their activities through the call center. And while call center management is important, it’s not easy to implement. Contact Center Technologies Before you can get to efficiency, you have to create a whole new call center environment.

Call Center 52

Call Center Contact Center How To Gamification 52

NobelBiz

MAY 21, 2024

While the role of call centers is crucial in customer service, companies often choose between inbound and outbound call centers. Each of these call centers come with unique functionalities, benefits, and challenges. How does an Inbound Call Center Work? So how does an inbound call center work?

Call Center 52

Call Center Contact Center Effort Score Average Handle Time 52

Talkdesk

FEBRUARY 20, 2019

In 2018, SICOM wanted to improve their operations as they realized their existing contact center solutions had many limitations, including not having easy access to call recordings and a homegrown ticketing system they had outgrown.

Omni-Channel 47

Omni-Channel Contact Center Call Recording CRM 47

NobelBiz

JUNE 26, 2023

Managing a call center goes beyond delivering exceptional customer service. It requires a deep understanding of the importance of call center infrastructure to maintain a seamless operation. No matter how sophisticated the infrastructure, it’s the human touch that often makes the difference in customer service.

Call Center 52

Call Center Contact Center CRM Social Media 52

SurveySparrow

FEBRUARY 20, 2020

Customer Service is an integral part of customer experience. In fact, according to stats, ‘90% of Americans use customer service as a factor in deciding whether or not to do business with a company.’ Well, you can’t mess up when it comes to customer service then. Hubspot Service Hub.

Software 96

Software Self Service Customer Service Multi-Channel 96

CSM Magazine

APRIL 28, 2021

Simplifying and boosting tech efficiency is fast becoming a top priority for customer service organisations, both for agents and operational users alike whilst consumer expectations continue to rise. On the other hand, many larger organisations opt for CRM as their go to desktop technology platform.

CRM 59

CRM Self Service Omni-Channel Telecommunications 59

BirdEye

DECEMBER 22, 2023

It’s not just about making calls; it’s about ensuring seamless communication, enhancing customer service, and supporting your business’s growth. Small business phone systems have features like call forwarding, automatic call distribution, and conferencing capabilities.

System 109

System Self Service Analytics Communication 109

BirdEye

DECEMBER 26, 2023

You can use VoIP on computers, tablets, smartphones, and other VoIP-enabled devices to make and receive calls. VoIP services for businesses include unlimited international calling, voicemail, call recording, caller ID, voicemail-to-text/email, etc. What is a VoIP number? Get toll-free numbers at an additional cost.

Call Recording 109

Call Recording Video System Communication 109

NobelBiz

MAY 22, 2023

Let’s delve into some of the key features and benefits that you can expect: Enhanced features: Call recording, call forwarding, auto attendant, voicemail to email, and video conferencing are some of the advanced features that these systems offer. We mainly serve clients in the US but offer our services worldwide.

System 52

System Contact Center Call Center Communication 52

NobelBiz

APRIL 27, 2021

Coveted loyalty Contrary to triggered or endured loyalty, the sought loyalty is gained from consumers by implementing different consumer-oriented actions and relevant customer service techniques. Behavioral loyalty This form of loyalty derives from the consumer’s or customer’s behaviors or attitudes toward a brand or a business.

Contact Center 52

Contact Center Loyalty Net Promoter Score Multi-Channel 52

NobelBiz

MARCH 23, 2022

Would the solution benefit from a unified CRM? How often do agents need to call or e-mail the solution to complete a task? How do you plan to measure the customer service process? Many contact center personnel have heard of the omnichannel strategy and have a basic idea of what it entails in practice.

Return on Investment 52

Return on Investment Contact Center ROI Measurement 52

NobelBiz

APRIL 9, 2024

Call centers play a crucial role in customer service and sales operations. However, in the middle the hustle and bustle of daily operations, it’s essential for call centers to prioritize compliance with various laws and regulations. The post What is Call Center Compliance?

Call Center 104

Call Center Healthcare Contact Center Financial 104

NobelBiz

MAY 24, 2022

Managing call center agents remotely has become a true challenge for the industry. Of course, including telecommuting in this work may appear to be a rather sophisticated sort of work that may appear to be rather sophisticated compared to typical customer service practice. Analyze the actions or objectives of your clients.

Call Center 52

Call Center Tips Virtual Call Center Management 52

SurveySparrow

JULY 3, 2021

How CX differs from customer service. Customer experience encompasses someone’s entire journey with your brand, whereas customer service usually reflects a single touchpoint. Customer experience includes customer service. Customer Service vs Customer Experience, Explained.

Brands 59

Brands Customer Experience Customer Journeys Social Media 59

SurveySparrow

APRIL 22, 2020

The business world has not snubbed this observation and is competing to deliver the best solutions instantly and raise the standard of customer service. Customer service and experience are the cornerstones of any business. 10 Best Help Desk Software of 2020. Help Desk tools are many.

Self Service 52

Self Service Software Multi-Channel Knowledge Base 52

Kustomer

OCTOBER 31, 2018

Kustomer is partnering with Amazon Web Services to deliver next-level omnichannel support and experience for enterprises and contact centers. Customers expect more personal and convenient experiences, even when they get an automated response after calling your customer service number.

Contact Center 68

Contact Center Connections Omni-Channel Call Recording 68

NobelBiz

FEBRUARY 22, 2022

Integrated Omnichannel Contact Center technology VoIP can coordinate your entire organization by linking to other cloud-based technologies such as Cloud Contact Center Solution (CCaaS) in an omnichannel customer interaction environment. There’s a big difference between customer service and customer experience!

Contact Center 52

Contact Center Telecommunications Call Center System 52

NobelBiz

MAY 24, 2021

If you have an online sales channel that requires 24×7 access to your customer service desk, for example, you’ll need the bandwidth and network connection to keep those 24×7 operations going. You have complete autonomy as an on-premises solution customer. You are still free to choose how to use the software.

Contact Center 52

Contact Center Call Center Software Virtual Agent 52

NobelBiz

JUNE 1, 2021

It’s pointless to offer outstanding things at the lowest possible price if you can’t deliver exceptional customer service. Customers will build an opinion, favorable or bad, of your customer service and so of your brand from the very first transaction. What makes them the future of customer service?

Contact Center 52

Contact Center Multi-Channel Call Center Software 52

NobelBiz

FEBRUARY 23, 2023

While VoIP is a single mode of communication, UCaaS is multi-modal: web conferencing, chat, video conferencing, status display, screen sharing, handshake support, connection with CRM and third-party applications, CTI, and, of course, VoIP and WebRTC to power the audio. These linkages facilitate agent’s work and boost their productivity.

Contact Center 52

Contact Center Multi-Channel Omni-Channel Conference 52

NobelBiz

JUNE 7, 2021

While VoIP is a single mode of communication, UCaaS is multi-modal: web conferencing, chat, video conferencing, status display, screen sharing, handshake support, connection with CRM and third-party applications, CTI, and, of course, VoIP and WebRTC to power the audio. These linkages facilitate agents’ work and boost their productivity.

Contact Center 52

Contact Center Multi-Channel Omni-Channel Conference 52