ViiBE Blog

APRIL 28, 2021

The center’s total call volume and the number of staff present at any time will affect this KPI. First call resolution rate. Another KPI is the first call resolution rate. This measures how many customer issues are resolved within the first call to the center.

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ViiBE Blog

MAY 13, 2021

No matter the kind of call center, ensuring a positive call center experience is crucial to a customer’s experience with a company. So what exactly do call centers do? What does a call center do? At the core of each call center or contact center is the customer interaction.

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ViiBE Blog

JUNE 1, 2021

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. Customers are now placing more importance on customer experience.

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ViiBE Blog

AUGUST 11, 2021

Key Performance Indicators (KPIs) exist to measure the performance of individual employees or contact centers as a whole. ViiBE sends a quick after-call survey to measure KPIs like first call resolution (FCR) , net promoter score (NPS) in real-time. How can you measure customer satisfaction?

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NobelBiz

AUGUST 11, 2022

Scalable Call Center Operations On The Fly Contact centers may adjust to better meet the demands of their clients thanks to CCaaS solutions. Because they are all hosted in the cloud, these solutions make it simple to form remote or multi-location teams and quickly set up a virtual call center.

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