ViiBE Blog

MAY 13, 2021

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. Call center technology refers to these different software and hardware tools used to run a call center. Which software is used in call centers?

Call Center 52

Call Center Technology Virtual Call Center Contact Center 52

ViiBE Blog

APRIL 8, 2021

The call center experience is the overall interaction between the customer and the call center. This experience is affected by several factors, including processes, training, and technology. A call center must center an agent around the customer using communication skills, empathy, and problem-solving.

Call Center Experience 52

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

LiveChat

NOVEMBER 11, 2016

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. By the way, Karl also remembers the first name of the agent and his next call will be easily directed to the same agent, depending on the agent’s availability.

Customer Service 60

Customer Service Call Center Virtual Call Center First Call Resolution 60

LiveChat

OCTOBER 7, 2016

After a customer calls for a support, it totally depends on the efficiency of the call center, how effectively the customer gets a plausible response. First call resolution (FCR) happens when a doubtful customer is converted into a convinced one on his very first contact. Training the agents well.

First Call Resolution 61

First Call Resolution Virtual Call Center Call Center Knowledge Base 61

ViiBE Blog

AUGUST 11, 2021

The best contact center software for your needs. Call Center , CRM , Customer experience. An omnichannel contact center works like a call center, except the customer can also communicate with customer service representatives through various means. 5 essential contact center technologies.

Contact Center Software 52

Contact Center Software Contact Center Software Call Center 52

NobelBiz

MAY 24, 2022

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. In this article, discover 5 tips to manage remote call center agents successfully. Here are the 5 tips to tackle them: 1.

Call Center 52

Call Center Tips Virtual Call Center Management 52

ViiBE Blog

APRIL 28, 2021

The center’s total call volume and the number of staff present at any time will affect this KPI. First call resolution rate. Another KPI is the first call resolution rate. This measures how many customer issues are resolved within the first call to the center.

Call Center 98

Call Center First Call Resolution Average Handle Time Virtual Call Center 98