ViiBE Blog

MAY 4, 2021

First call resolution (FCR) is a metric used in call centers to calculate the percentage of calls where a customer’s issue is resolved within the first call to the center. So, in concrete terms, what does FCR show you about your center? FCR stands for First Call Resolution.

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ViiBE Blog

MAY 13, 2021

Call center technology refers to these different software and hardware tools used to run a call center. Management systems keep track of call volume, route incoming calls, and perform data analytics in real-time. Which software is used in call centers? Contact Center.

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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.). Analyze the actions or objectives of your clients.

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ViiBE Blog

AUGUST 11, 2021

Today, customers want more options than simply calling a phone number. Omnichannel contact centers respond to this need by giving customers more options. . What is an omnichannel contact center? Today, contact centers give customers more options than simply calling a phone number. KPI Tracking.

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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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ViiBE Blog

JUNE 1, 2021

With younger generations increasingly averse to phone calls, many also prefer self-service. Omnichannel service channels are the future of customer service because they enable customers to choose the appropriate channel for their needs. Ultimately, web self-service and omnichannel support work best as a combination.

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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. This is in phase with Zendesk’s omnichannel project trajectory.

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