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. ViiBE’s virtual call center is focused on video interaction.

Call Center 52

Call Center Technology Virtual Call Center Contact Center 52

Eptica

SEPTEMBER 28, 2015

For example, when asked who handles day to day management of the contact center, 41% said operations, while 19% said C-level executives and 14% said the custom experience team. The report goes into great detail analyzing how respondents rated a variety of important factors that are key to managing performance.

Contact Center 48

Contact Center Self Service Net Promoter Score Call Center 48

Solvvy

SEPTEMBER 20, 2022

Chatbots for customer service leverage a brand’s existing resources, such as a knowledge base, FAQs page, or an online resources center. First contact resolution : This calculation compares issues resolved with one interaction to all interactions. STASH is an easy-to-use personal finance management app.

Chatbots 62

Chatbots Self Service Metrics Customer Service 62

Pointillist

MARCH 20, 2019

Determine what a 1-point increase in Net Promoter Score or CSAT is worth in terms of additional sales or improved customer retention. Having a product knowledge base handy often helps. But the revenue impact of customer satisfaction can and must be measured.

ROI 59

ROI Customer Experience Self Service How To 59

Talkdesk

SEPTEMBER 18, 2020

This is a guest blog from Pratik Salia, product manager at Knowmax , a Talkdesk® AppConnect ™ partner. Today, agents can no longer give a shout across the room to a subject matter expert (SME) and supervisors can’t just walk down the aisle to assist agents with the right knowledge while they’re on a call.

Self Service 116

Self Service Management Net Promoter Score Average Handle Time 116

ViiBE Blog

AUGUST 27, 2021

These include Customer effort score (CES) , customer satisfaction (CSAT), as well as customer service KPIs like Net Promoter Score (NPS) and first call resolution (FCR). Its knowledge base stores any relevant information like shared documents, photos, and the call itself in the cloud.

Net Promoter Score 52

Net Promoter Score First Call Resolution Effort Score Knowledge Base 52

SurveySensum

DECEMBER 20, 2023

Customer Satisfaction Net Promoter Score First Response Time Resolution Rate Customer Effort Score (CES) Retention Rate Self-Service Metrics Average Ticket Handling Time Agent Performance Metrics First contact resolution rate 1. This score reflects areas for improvement. Easy-peasy!

Metrics 52

Metrics Self Service Customer Service Net Promoter Score 52