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

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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. The benefits of cloud-based contact center solutions.

Contact Center Software 52

Contact Center Software Contact Center Software Call Center 52

NobelBiz

AUGUST 11, 2022

Reports can be created to track performance across all of these channels. Personalized CX Access to the whole history of past discussions is provided by CCaaS systems, guaranteeing that the agent receives a tailored and thorough answer to the customer’s request. It goes without saying that remote work is here to stay.

Contact Center 52

Contact Center Call Center Multi-Channel Omni-Channel 52

ViiBE Blog

JANUARY 22, 2021

Thanks to the collaborative and AR tools available during the ViiBE call, the agents are able to better guide the customers through remotely diagnosing and resolving technical or challenging issues. No more call redirection, no more operational pauses.

Self Service 52

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