CSM Magazine

OCTOBER 12, 2022

With AR, businesses can transport their customers to another world entirely and give them a truly unique experience. In addition, Agent Assist can help to improve the overall customer experience by reducing wait times and increasing first call resolution rates. Self-Service. Augmented Reality (AR).

Technology 52

Technology Self Service Customer Experience Customer Journeys 52

CSM Magazine

SEPTEMBER 10, 2018

Research says: Extensive automation by helpdesk reduces the resolution rate by a minimum of three times. First Call Resolution (FCR). The average number of tickets that have been resolved in first response itself. Purpose: This metric is used to monitor the quality of interaction between your customer and agent.

Omni-Channel 40

Omni-Channel Metrics Self Service Customer Service 40

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. Before ViiBE, I worked as a Telecom business engineer for the Orange Business Service account in Paris.

Self Service 52

Self Service Virtual Call Center Video Call Center 52