ViiBE Blog

MAY 13, 2021

Other contact centers are now implementing AI chatbots to handle initial contact with customers, passing the conversation to a human customer agent when necessary. Virtual Call Center. ViiBE integrates easily into your pre-existing call center technology. How to use call center technology effectively?

Call Center 52

Call Center Technology Virtual Call Center Contact Center 52

ViiBE Blog

MAY 4, 2021

It gives you an idea of how effectively your call center can solve a customer issue. KPIs are helpful to keep an eye on the overall situation of your call center, but they will not tell you HOW to improve it. It is more important than ever to improve first call resolution to keep your customers happy.

First Call Resolution 52

First Call Resolution Call Center Virtual Call Center Knowledge Base 52

ViiBE Blog

APRIL 8, 2021

AHT is a helpful shorthand to gauge how long calls are taking and how to allocate your resources accordingly. Beyond these essential KPIs, software like ViiBE can offer you more control over your call center. How to improve the call center experience? Knowledge management.

Call Center Experience 52

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

ViiBE Blog

MARCH 18, 2021

How to reduce AHT? There are many different ways to reduce AHT, so let’s focus on three common issues impacting AHT: agent training, the knowledge base, and call routing. Finally, call routing should be optimized to ensure the caller is put in touch with the most qualified person to handle their call from the beginning.

Average Handle Time 52

Average Handle Time Call Center Knowledge Base Virtual Call Center 52

ViiBE Blog

APRIL 30, 2021

How to use live video support for customer service? Multiple calls from one single customer are organized under one ticket. You can use ViiBE’s knowledge base for quality control as well as for training purposes. How to create a customized live video support solution. ViiBE live video support. Want to learn more?

Video 52

Video Customer Service Virtual Call Center How To 52

ViiBE Blog

JUNE 1, 2021

Nowadays, these customer-facing knowledge bases empower customers to find information for their specific situations on their own. First of all, the knowledge base articles are usually organized according to the most frequently occurring issues. How to enhance customer self-service.

Self Service 52

Self Service Net Promoter Score Knowledge Base Omni-Channel 52

NobelBiz

FEBRUARY 22, 2023

The goal of this article is to provide contact centers owners and managers with all of the necessary information to properly utilize remork work and to empower contact center agents. Here are some suggestions: Set up a collaborative feature within your contact center solution and teach your agents how to use it.

Engagement 52

Engagement Contact Center Gamification Net Promoter Score 52