ViiBE Blog

AUGUST 11, 2021

The best contact center software for your needs. Call Center , CRM , Customer experience. What is an omnichannel contact center? An omnichannel contact center works like a call center, except the customer can also communicate with customer service representatives through various means.

Contact Center Software 52

Contact Center Software Contact Center Software Call Center 52

NobelBiz

FEBRUARY 27, 2024

Smart Call Routing : Directs calls to the most suitable agent based on expertise, language, or past interactions. This increases the likelihood of first-call resolution. Artificial Intelligence (AI): AI revolutionizes call centers by enabling smarter interactions and predictive insights.

Call Center 105

Call Center Tools Contact Center Net Promoter Score 105

NICE inContact

NOVEMBER 9, 2018

Here are some of the things we learned: Nearly half of all inbound contact center interactions are for the purposes of asking for help. Two in three responders prefer working with a live agent as opposed to self-service or a chat-bot. Workforce management (WFM) software can help.

Contact Center 122

Contact Center Contact Center Software Self Service Chatbots 122

NobelBiz

APRIL 25, 2023

. – Steve Bederman, President of NobelBiz And that allows for a much more integrated broad workforce, allowing contact centers to take on more business worldwide. Investing in employee training is a long-term strategy for reducing call center operating expenses.

Call Center 52

Call Center Contact Center Strategy Average Handle Time 52

NobelBiz

APRIL 18, 2023

The following formula is used to get the AHT (Average Handle Time): the duration of the exchange itself (AHT), the duration of the caller’s wait (MEA), and the duration of the file’s post-call processing (ACW). Incorporating advanced technology into your call center can significantly boost productivity and efficiency.

Contact Center 52

Contact Center Call Center Management Gamification 52

NobelBiz

FEBRUARY 27, 2023

Key Performance Indicators Probably one of the most important elements used in tracking performance and success, not only for the contact center industry but also in numerous other industries, are the KPI’s or Metrics. Presented using reports to monitor a contact center’s performance over time.

Contact Center 52

Contact Center Self Service Wait Times Metrics 52

NobelBiz

FEBRUARY 14, 2023

Several key metrics can be used to measure the efficiency of a CRM strategy in contact centers, such as: First Call Resolution Rate (FCRR) : Measure the efficiency of a contact center by using the First Call Resolution (FCR) rate as a metric. All backed by 24/7 customer support.

Contact Center 52

Contact Center CRM Measurement Strategy 52