ViiBE Blog

AUGUST 9, 2021

What is the key to success in a call center? Call Center , Customer experience. Insurance , Retail , SMB. 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.

Call Center 52

Call Center Self Service First Call Resolution Contact Center 52

CSM Magazine

OCTOBER 12, 2022

Location-based services are another technology that is changing the customer experience. With these services, businesses can send targeted messages to customers based on their location. For example, if you have a retail store, you can send a coupon to customers when they are near your store. Self-Service.

Technology 52

Technology Self Service Customer Experience Customer Journeys 52

Pointillist

NOVEMBER 11, 2019

Many call center leaders cite First Call Resolution (FCR) as the most important metric to track. FCR has strong links to customer satisfaction, service efficiency, and service costs. Research firm Frost and Sullivan calls First Call Resolution the “home run” of call center metrics.

First Call Resolution 74

First Call Resolution Call Center Metrics Self Service 74

ViiBE Blog

JUNE 1, 2021

Beyond merely saving your company on customer service personnel, customer self-service empowers your customers to find their own solutions. With younger generations increasingly averse to phone calls, many also prefer self-service. That can include self-service, text chat, or video chat.

Self Service 52

Self Service Net Promoter Score Knowledge Base Omni-Channel 52

Pointillist

MARCH 20, 2019

Let me explain through the example of a retail bank ‘A’: Bank ‘A’ receives 4 million calls annually in its customer care center, accounting for a huge chunk of its total expenditure. Systems that may need improvement include database management systems, CRM systems, analytics tools, and self-service applications among others.

ROI 59

ROI Customer Experience Self Service How To 59

Integrity Solutions

OCTOBER 27, 2021

Why Excellent Customer Service Matters. Differentiating on service isn’t just a smart strategy for growth; increasingly, it’s a survival strategy. In industries like retail, for example, the past couple of years have raised the bar on customer service expectations. An End-to-End Customer Service Strategy.

Customer Service 67

Customer Service Self Service Banking Culture 67

Pointillist

MARCH 1, 2019

For a business, that means high costs and inefficient call center operations. Call centers, therefore, want to improve first call resolution rate, reduce call volume, and excel at customer service while reining in high costs. has always been a challenge for call centers.

First Call Resolution 75

First Call Resolution Self Service Call Center Effort Score 75