Consumers Omni-Channel Software Virtual Call Center 
Joe Rawlinson
AUGUST 9, 2017
Mobile technology has been changing consumer expectations for both e-commerce and brick-and-mortar retailers, making it more challenging to deliver satisfactory customer service. The 2017 IBM Consumer Experience Index (CEI) Study says only 3.4 Use social media channels to keep in touch with your customers and stay engaged.
ViiBE Blog
APRIL 26, 2021
Customer satisfaction should be the number one goal of your contact center. Half of the consumers surveyed by Zendesk said that just one bad experience would drive them to a competitor, and 80% will defect after multiple bad experiences. If you think of your IT service like the mechanic, the software engineers are the car factory.
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ViiBE Blog
MAY 4, 2021
First call resolution is essential to achieving customer satisfaction. If customers have to make repeat calls to fix their issue, they are less likely to use your product or service again. Customer experiences are increasingly important to consumers. Measuring FCR can be done manually or by call center software such as ViiBE.
NobelBiz
SEPTEMBER 29, 2020
Right now, the contact center market is growing at an exponential rate. Technology advances coupled with the advent of the virtual call center are leaving behind anyone who doesn’t have at least a remote omnichannel software. But there’s an even bigger hurdle: contact center AI.
Magellan Solutions
JULY 29, 2021
AI is a long way from replacing humans for more complicated voice calls or chats. First, the mass adoption of smartphones, social media, and consumer-friendly apps changed. Given the overwhelming move to virtual call centers, using AI for quality monitoring and compliance control is essential for future growth.
NobelBiz
MAY 24, 2022
The supervisor’s role in a remote call center is to be primarily focused on outcomes. These might be qualitative goals that assure consumer happiness (for example, a need for higher FCR First Call Resolution rates). As a result, an agent can contact him at any given moment when a consumer makes a certain request.
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.
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