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. Contact Center. Virtual Call Center.

Call Center 52

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LiveChat

OCTOBER 7, 2016

After a customer calls for a support, it totally depends on the efficiency of the call center, how effectively the customer gets a plausible response. First call resolution (FCR) happens when a doubtful customer is converted into a convinced one on his very first contact. Training the agents well.

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First Call Resolution Virtual Call Center Call Center Knowledge Base 61

LiveChat

NOVEMBER 11, 2016

Knowing The Customer By His First Name. The agent had all the data handy and during the conversation itself Karl didn’t have to explain every detail of the case from the very beginning. When Karl reaches for customer support, first call resolution becomes a really necessary part of the conversation.

Customer Service 60

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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.). Here are some helpful hints.

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ViiBE Blog

AUGUST 11, 2021

When a customer calls for a second time, the ticketing solution can store the call under a single ticket, making it faster to access past customer call data. . A contact center needs to keep track of its performance. The benefits of cloud-based contact center solutions. KPI Tracking.

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ViiBE Blog

JUNE 1, 2021

You can implement it as a standalone virtual call center or as a complement to CRM applications and co-browsing software. ViiBE makes follow-up easy by tracking metrics like first call resolution and by storing multiple calls to the same customer under a single ticket.

Self Service 52

Self Service Net Promoter Score Knowledge Base Omni-Channel 52