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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First Call Resolution Call Center Virtual Call Center Knowledge Base 52

ViiBE Blog

MAY 13, 2021

These centers communicate with customers exclusively by making and receiving telephone calls. The software running these centers can vary, but important metrics are Average Handling Time , First Call Resolution Rate, and Net Promoter Score. Contact Center. Virtual Call Center.

Call Center 52

Call Center Technology Virtual Call Center Contact Center 52

ViiBE Blog

APRIL 8, 2021

AHT is a helpful shorthand to gauge how long calls are taking and how to allocate your resources accordingly. Beyond these essential KPIs, software like ViiBE can offer you more control over your call center. How to improve the call center experience? Knowledge management.

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Call Center Experience Call Center Average Handle Time Virtual Call Center 52

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.

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First Call Resolution Virtual Call Center Call Center Knowledge Base 61

ViiBE Blog

JUNE 1, 2021

Nowadays, these customer-facing knowledge bases empower customers to find information for their specific situations on their own. First of all, the knowledge base articles are usually organized according to the most frequently occurring issues. How to enhance customer self-service.

Self Service 52

Self Service Net Promoter Score Knowledge Base Omni-Channel 52