ViiBE Blog

AUGUST 11, 2021

Similarly, a large company with many customers will require greater resources than a smaller one. Call centers were the predecessor to contact centers. Customers called a number and were routed to a customer service representative. They were pretty standardized for a long time. Co-browsing.

Contact Center Software 52

Contact Center Software Contact Center Software Call Center 52

ViiBE Blog

JUNE 1, 2021

The array of solutions included in ViiBE’s software are designed to optimize the customer experience to give your business the edge. With customer self-service, customers can help themselves. How to enhance customer self-service. ViiBE’s flexibility and ease of use make it ideal for customer service uses.

Self Service 52

Self Service Net Promoter Score Knowledge Base Omni-Channel 52

NobelBiz

AUGUST 23, 2022

Speech analytics will help you better understand your customers’ queries and requirements by studying the causes for repeated calls and their primary pain points. This will assist you in enhancing your First Call Resolution. The post How can Speech Analytics help your Call Center?

Call Center 52

Call Center Analytics Contact Center Self Service 52

NobelBiz

FEBRUARY 14, 2023

Several key metrics can be used to measure the efficiency of a CRM strategy in contact centers, such as: First Call Resolution Rate (FCRR) : Measure the efficiency of a contact center by using the First Call Resolution (FCR) rate as a metric. ” Customers respond on a scale of 0-10.

Contact Center 52

Contact Center CRM Measurement Strategy 52

NobelBiz

APRIL 3, 2023

– Brad Butler (Contact Center Software Consultant @ NobelBiz) To gather insight into the operations of your call center and make smart decisions, you have to monitor the relevant metrics. This indicator is regarded as one of the most influential metrics for measuring customer service effectiveness.

Call Center 52

Call Center Customer Satisfaction Contact Center Management 52

ViiBE Blog

AUGUST 18, 2021

Thanks to the service recovery paradox , customers are often more satisfied after an issue is resolved than had they never experienced a problem at all. A quick post-call survey helps ViiBE track key performance indicators in real-time. Enhancing the Digital Experience with Remote Assistance.

Customer Centricity 52

Customer Centricity Strategy CRM Net Promoter Score 52

NobelBiz

FEBRUARY 27, 2023

The CSAT is based on the customer’s emotions, as opposed to the NPS, which is intended to provide a more reasonable perspective. FCR First Call Resolution is a KPI that evaluates the percentage of issues addressed on the first phone conversation. It is a key indicator of contact center efficiency.

Contact Center 52

Contact Center Self Service Wait Times Metrics 52