ViiBE Blog

AUGUST 9, 2021

Metrics like customer satisfaction levels, hold times, first call resolution rates, the average speed of answer, and agent turnover rate are all important to keep track of in customer support call centers. Finally, call center managers are important in the key to success. Develop knowledge management.

Call Center 52

Call Center Self Service First Call Resolution Contact Center 52

NobelBiz

AUGUST 22, 2023

Reliable technical support: NobelBiz has the most responsive, proactive and reactive customer support in the contact center industry, with a first-call resolution of over 90%. Advanced Call Management Beyond just call forwarding, VOIP systems offer a suite of call management features.

Analysis 98

Analysis Contact Center Telecommunications Self Service 98

NobelBiz

FEBRUARY 2, 2021

By having a 100% cloud-based call management solution like Omni+ from NobelBiz integrated with your business tools, you can be fully operational in just a few minutes. A learning management system can help your agents learn anytime, anywhere. And face-to-face video calls play a key role in this regard.

Call Center 52

Call Center Training Tips Contact Center 52

NobelBiz

MARCH 5, 2024

Are you grappling with the complexities of call center metrics, seeking to elevate customer experience, and driving operational excellence through insightful data analysis? These reports are the snapshots, the tangible records that document everything from call volumes and service levels to agent productivity and customer satisfaction scores.

Call Center 59

Call Center Report Contact Center Net Promoter Score 59

ViiBE Blog

JUNE 3, 2021

Field ticketing software is crucial to managing a company’s operations in the field remotely. Field service managers rely on these systems to keep tabs on current operations and plan out future ones. Data entry and file management are also areas where you can save time by using field ticketing software.

Software 52

Software CRM Knowledge Base First Call Resolution 52

ViiBE Blog

APRIL 8, 2021

That means a great call center answer should resolve the customer issue as much as possible. If a resolution is not possible, empathy is key. Using another channel of communication such as video can add another dimension of empathy and clarify your message to the customer. The evolution of the call center experience.

Call Center Experience 52

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

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

TechSee

DECEMBER 2, 2020

Got a problem – call tech support. Calling tech support and having a video call – well, that’s a whole different story. Some solutions enable customers to pay bills or manage subscriptions independently or mirror their mobile screen for support, which enables a larger number of use cases.

Net Promoter Score 109

Net Promoter Score Self Service Average Handle Time Contact Center 109

Brad Cleveland Blog

JUNE 28, 2013

(..)

First Call Resolution 20

First Call Resolution Call Center Contact Center Customer Service Strategies 20

Brad Cleveland Blog

JUNE 28, 2013

(..)

First Call Resolution 20

First Call Resolution Call Center Contact Center Customer Service Strategies 20

TechSee

MAY 29, 2018

With clear ROI demonstrated almost immediately upon implementation, C-level decision-makers and call center management have turned to visual engagement as an important stepping stone on their journey towards providing a digital customer-centric experience. Video is becoming increasingly entrenched in daily life.

Contact Center 95

Contact Center Engagement Call Center Net Promoter Score 95

GetFeedback

JULY 19, 2019

Find those managers and supervisors who need to understand your Voice of the Customer program and their role in it. Operational data like First Call Resolution (FCR) in your contact centers and customer churn and retention rates help you understand the big picture results in your VoC strategy. What can VoC do for you?

Customer Journeys 230

Customer Journeys Effort Score Net Promoter Score How To 230

CSM Magazine

APRIL 5, 2018

The following suggestions offer key ideas for contact centre managers to act on immediately: 1. Text Chat will be the first to be replaced with ChatBots. If you are a contact centre, it is time for you to move more of your team to video based live engagement. Video chat consistently gives you 90+% NPS and CSAT ratings.

Customer Care 40

Customer Care Chatbots Average Handle Time Video 40

NobelBiz

FEBRUARY 13, 2024

It’s no longer just about handling calls more efficiently; it’s about creating a more tailored and engaging customer experience. Software solutions offer a world of features that cater to various aspects of call center operations. These features range from managing calls to analyzing customer data.

Call Center 59

Call Center Self Service Software Contact Center 59

ViiBE Blog

JUNE 2, 2021

Augmented reality is a versatile tool that can be accommodated to whichever range of products you and your business manage, be it furniture, equipment, vehicles, machinery, clothing, makeup, stationary, and many more. This efficient issue resolution saves time and efforts that would have been spent on sending a technician on-site.

Retail 52

Retail Sales Industry Entertainment 52

ViiBE Blog

FEBRUARY 28, 2022

It can also be accessed from any device using any browser or operating system. Co-browsing empowers experts while ensuring that customers are satisfied with the assistance and increasing the first-call resolution rate. In turn, it facilitates the development of the company’s knowledge management system.

e-support 52

e-support CRM ROI First Call Resolution 52

Wootric CX Blog

JUNE 19, 2019

Research indicates that by 2020, consumers will manage 85 percent of their relationships with a company without interacting with a human being. Thus, whether it is recommended movies and videos on YouTube and Netflix or music on Spotify, personalization is integral to the customer experience.

Self Service 82

Self Service Customer Experience Chatbots Poor Customer Service 82

Magellan Solutions

AUGUST 16, 2021

A large call volume could well be the result of a surge in telecom spam and fraud, routing issues, or an ineffective marketing strategy that is eating into your ROI and decreasing sales productivity. How can contact center services Philippines turn call reductions into an advantage? We make other channels accessible and convenient.

Self Service 52

Self Service Contact Center Multi-Channel Omni-Channel 52

Call Experts

JULY 28, 2022

Some contact center can handle many channels, including telephone, email, social media, and video. While you may have a large team of in-house employees who handle most customer service calls, outsourcing such services can help alleviate the burden. . With IVR, agents can access different skill sets for a specialized call.

Contact Center 52

Contact Center Call Center Knowledge Base Customer Satisfaction 52

NobelBiz

FEBRUARY 22, 2023

Social media: from 140 characters and hashtags on Twitter to replies on corporate page Facebook posts, comments on YouTube videos, and Instagram posts… Advantages of using Customer Data analytics for contact centers Call center analytics enables you to gather and analyze client data to prioritize them.

Contact Center 52

Contact Center Analytics Data Call Center 52

Talkdesk

APRIL 28, 2015

Leveraging a call center software solution that tracks customer interactions will allow your team to provide your customers with the experience they crave - and will rave about. Word can quickly spread if your call center is plagued by excessive hold times or round-robin agent transfers. Leverage Real-time and Historical Reporting.

Meeting 40

Meeting Multi-Channel Call Center Self Service 40

Education Services Group

MAY 12, 2022

In middle school, I wasn’t athletic by any rendition of the word: I averaged about a twenty-one-minute mile, couldn’t lift my own body weight, and would have been lucky if I managed a handful of knee push-ups during physical fitness testing in gym class. Read that last sentence again—how many times was the product mentioned?

NPS 52

NPS Metrics Net Promoter Score Effort Score 52

NobelBiz

MAY 24, 2022

Managing call center agents remotely has become a true challenge for the industry. Running a remote call center, on the other hand, has become relatively simple with strong management, an excellent organization, and the necessary contact center technological tools. Here are the 5 tips to tackle them: 1.

Call Center 52

Call Center Tips Virtual Call Center Management 52

TechSee

JUNE 16, 2021

It establishes a live video stream with the customer and overlays Augmented Reality annotations to provide step-by-step resolution guidance on their mobile screen. The quick adoption resulted in a 41% decrease in engineer dispatches and a 43% increase in first call resolutions, significantly improving overall ROI.

ROI 251

ROI Case Study Strategy Wireless 251

Inbenta

SEPTEMBER 29, 2021

The goal is to offer a solution to a customer’s problems on their first contact with you, otherwise known as first contact resolution (FCR). So, how exactly do you increase your first call resolution rate? Start by analyzing what your first contact resolution rate is.

Self Service 59

Self Service First Call Resolution Knowledge Base Video 59

ViiBE Blog

FEBRUARY 9, 2021

What is field service management? Field service management (FSM) is an umbrella term for how a company directs its field operations. Field service management extends to scheduling services, dispatching technicians, tracking job statuses, invoicing and billing, and interacting with clients. The impact of field service management.

Trends 52

Trends Management Omni-Channel Net Promoter Score 52

SmartKarrot

JANUARY 13, 2022

This way, hiring managers and recruiters may also be better equipped to prioritize diversity and develop a more inclusive hiring process within their firms. Additionally, these adverts come with actionable options (call to action) to take the conversation further. The introduction of smart call centers.

Examples 10

Examples Healthcare Call Center First Call Resolution 10

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). ViiBE’s suite of tools plays a vital role in managing this process to improve customer experience. . Using video communication technology to reach SDG 9.

Net Promoter Score 52

Net Promoter Score First Call Resolution Effort Score Knowledge Base 52

ViiBE Blog

AUGUST 11, 2021

These usually include a phone system , chat, email , and video calls. Like a call center, a contact center may use interactive voice response for the opening menu. Today, contact centers give customers more options than simply calling a phone number. Video calling. 5 essential contact center technologies.

Contact Center Software 52

Contact Center Software Contact Center Software Call Center 52

ViiBE Blog

JUNE 1, 2021

That can include self-service, text chat, or video chat. They may also provide the option to connect to a video chat when necessary. Self-service reduces support call volume, but video or text chat service options give frustrated customers a helping hand. ViiBE is more than just video conferencing software.

Self Service 52

Self Service Net Promoter Score Knowledge Base Omni-Channel 52

Kustomer

JULY 1, 2021

We work in call centers, the video game industry, we’re doing a fair amount now in the medical device field. They’re probably going to call back. Your first call resolution is going to tank and your cost just doubled in an effort to save a penny in wait time. So it just cycles the plan itself.

Wait Times 98

Wait Times Customer Experience Call Center Contact Center 98

NobelBiz

JULY 25, 2023

Agent Performance Metrics: Evaluates how effectively agents resolve queries, their adherence to scripts, or their ability to manage difficult interactions. Trend Analysis: Reports highlight emerging patterns over time, helping managers anticipate peaks or troughs in call volumes or understand seasonal trends.

Interaction 98

Interaction Analytics Call Center Contact Center 98

Integrity Solutions

SEPTEMBER 28, 2023

It’s a never-ending process that we need to nurture, foster and manage. Another common quality among those who provide great customer service is that they do it right the first time. That’s why it’s so critical to empower your customer service teams to focus on improving first call resolution (FCR).

Customer Service Training 110

Customer Service Training Training Customer Service Contact Center 110

Comm100

NOVEMBER 15, 2017

The definition of first contact resolution is constantly evolving. It was first coined as “first call resolution,” back when the telephone was overwhelmingly the most popular customer service channel. What Can You Do to Optimize First Contact Resolution? Conclusion.

How To 111

How To First Call Resolution Social Media Contact Center 111

ViiBE Blog

AUGUST 18, 2021

Next, your research continues with customer data taken from Customer Relationship Management (CRM) software. ViiBE’s built-in knowledge management system can save documents and photos (like screenshots) from a call in its cloud-based knowledge base. Using video communication technology to reach SDG 9.

Customer Centricity 52

Customer Centricity Strategy CRM Net Promoter Score 52

ViiBE Blog

JANUARY 22, 2021

ViiBE is the web technology of video assistance and ticketing system designed for technical support and after-sales services. As a button directly embedded in Zendesk Support, ViiBE allows support agents to escalate tickets to video calls with the clients in need of assistance.

Self Service 52

Self Service Virtual Call Center Video Call Center 52

CSM Magazine

FEBRUARY 21, 2022

But, even if you manage to have excellent communication across channels with a customer, if the information isn’t flowing seamlessly between different channels, you would still offer a terrible customer experience. After that, they could get on a call with a customer support executive. Both are possible with remote visual help.

Omni-Channel 52

Omni-Channel Self Service Tools Customer Experience 52