ViiBE Blog

MAY 4, 2021

Customer support has taken on new importance as customer interactions have moved away from physical stores to a digital marketplace. Customers expect the same level of service as in person, so it is crucial to measure your call center’s overall performance as well as your individual agents. FCR stands for First Call Resolution.

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ViiBE Blog

MAY 13, 2021

Customers often contact a call center when they are frustrated or experiencing an issue with a product or service. In the background, entire systems run behind the scenes to manage their call and put them in touch with a representative as efficiently as possible. There are different types of call centers.

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ViiBE Blog

APRIL 8, 2021

Customers typically contact call centers when they are unable to resolve a problem with a product or service on their own. The key to satisfying the customer in search of a solution is the call center experience. The call center experience is the overall interaction between the customer and the call center.

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CSM Magazine

JANUARY 28, 2020

Any type of large enterprise or organization knows the inherent value a virtual call center brings to their business. First-call resolution : When customers call a service center, they expect their issue to be handled on the first call. Performance Monitoring Metrics to Measure.

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LiveChat

NOVEMBER 11, 2016

As a service provider you have to manage the little time you get to interact with customers to convey the pros of your services. The reports also suggest that the efficiency of contact centers have gone low and only 52% of customers were provided with a plausible solution on the very first attempt.

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NobelBiz

MAY 24, 2022

In the post-covid era, the contact center sector has altered dramatically. Managing call center agents remotely has become a true challenge for the industry. In this article, discover 5 tips to manage remote call center agents successfully. Here are the 5 tips to tackle them: 1.

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Call Center Tips Virtual Call Center Management 52

NobelBiz

NOVEMBER 26, 2021

So, as a business owner, how do you tackle performance management within your contact center ? How do you assess the performance of a contact center? Christa Heibel, Founder, and CEO of CH Consulting discuss Crisis Leadership and Mindset in Business from our podcast series First Contact: Stories of the Call Center.

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