ViiBE Blog

MAY 13, 2021

At the core of each call center or contact center is the customer interaction. Call centers are run for different reasons, whether for communicating with prospective clients, or providing after-sales services or technical support. Here are some of the most common solutions: Traditional call center.

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ViiBE Blog

APRIL 26, 2021

Teach your agents to communicate with empathy and receive customer feedback and criticism while remaining professional and detached. Implement a centralized knowledge base. Knowledgeable employees are a critical resource for any company, but all too often, their knowledge leaves with them.

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ViiBE Blog

MAY 4, 2021

Measuring FCR can be done manually or by call center software such as ViiBE. ViiBE makes tracking FCR and other call center metrics in real-time easier than ever. You can manage ViiBE’s virtual call center remotely from anywhere in the world using the built-in KPI trackers that measure FCR in real-time.

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ViiBE Blog

APRIL 8, 2021

The call center experience is the overall interaction between the customer and the call center. A call center must center an agent around the customer using communication skills, empathy, and problem-solving. How do you describe a call center experience? Knowledge management.

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ViiBE Blog

MARCH 18, 2021

There are many different ways to reduce AHT, so let’s focus on three common issues impacting AHT: agent training, the knowledge base, and call routing. Next, knowledge bases need to be logically organized and in an easily accessible location so agents can find responses promptly and keep hold times to a minimum.

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ViiBE Blog

APRIL 30, 2021

This visual interaction allows the support agent to communicate empathy and to understand the customer’s emotions better. Adding this channel of communication improves customer interactions in any kind of use case. Multiple calls from one single customer are organized under one ticket. This is the most common use case.

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NobelBiz

FEBRUARY 22, 2023

The goal of this article is to provide contact centers owners and managers with all of the necessary information to properly utilize remork work and to empower contact center agents. Agents that are motivated, well-equipped, trained, and knowledgeable have a favorable influence on productivity and customer satisfaction.

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