ViiBE Blog

MAY 4, 2021

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. FCR stands for First Call Resolution.

First Call Resolution 52

First Call Resolution Call Center Virtual Call Center Knowledge Base 52

NobelBiz

MAY 24, 2022

These might be qualitative goals that assure consumer happiness (for example, a need for higher FCR First Call Resolution rates). They can also be quantitative (such as lower average handling time , higher number of calls handled over a period of time, etc.).

Call Center 52

Call Center Tips Virtual Call Center Management 52

NobelBiz

AUGUST 11, 2022

To begin, most businesses are abandoning the call center paradigm in favor of contact centers. Because they offer an omnichannel approach to communication, they allow call center agents to switch between communication channels according to clients’ preferences.

Contact Center 52

Contact Center Call Center Multi-Channel Omni-Channel 52

ViiBE Blog

AUGUST 11, 2021

Omnichannel contact centers respond to this need by giving customers more options. . 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. Video calling.

Contact Center Software 52

Contact Center Software Contact Center Software Call Center 52

ViiBE Blog

JUNE 1, 2021

When live chat is not enough, it is simple to send customers a web link to connect to a ViiBE call. The benefits of using video chat for customer service interactions are that the service representative can see the customer’s emotions and better communicate empathy. The customer feels listened to, which improves customer satisfaction.

Self Service 52

Self Service Net Promoter Score Knowledge Base Omni-Channel 52