NobelBiz

AUGUST 18, 2020

It’s because of many different factors from turnover, agent quality, who you promote, who you demote or fire, and how you go about doing all of these. We’ve interviewed some of the brightest, most experienced minds in the call center on how to manage a call center efficiently. And here are the results!

Call Center 52

Call Center Management Gamification How To 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? Agent Attrition Rate.

Call Center Experience 52

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

ViiBE Blog

MARCH 18, 2021

AHT is usually found on the manager’s dashboard of call center software. 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. The manager can see different kinds of metrics in real-time. Alternatives.

Average Handle Time 52

Average Handle Time Call Center Knowledge Base Virtual Call Center 52

Daniel Group

MARCH 26, 2020

Our clients often ask about how to most effectively use the outcome score (e.g., Virtual Call Center. So, we have inherent resilience to physical/site shutdowns compared to a traditional call center. We were able to quantify just what does matter in the product delivery process.

Strategy 59

Strategy NPS Net Promoter Score Virtual Call Center 59

ViiBE Blog

APRIL 28, 2021

So how can you evaluate a call center agent’s performance? This article will teach you how to measure an agent’s performance and other important customer service metrics. How do you measure the performance of an agent? What are the KPIs in a call center? How to improve call center KPIs?

Call Center 98

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

ViiBE Blog

APRIL 30, 2021

How to use live video support for customer service? How to create a customized live video support solution. You can use ViiBE as a standalone video support platform or a “plug & play” solution integrated into your existing call center platform. ViiBE live video support. Want to learn more? Contact us!

Video 52

Video Customer Service Virtual Call Center How To 52

NobelBiz

MAY 24, 2022

Provide adequate training for your call center agents on how to use their new technology and communication tools effectively. Most Contact Center Management, ticketing, and flow routing systems are now cloud-based. Do you solely handle inbound calls or also manage outbound campaigns?

Call Center 52

Call Center Tips Virtual Call Center Management 52

Magellan Solutions

JULY 29, 2021

Given the overwhelming move to virtual call centers, using AI for quality monitoring and compliance control is essential for future growth. Call Center Agent Monitoring. We can use AI to monitor client calls in real-time. This can help take the agent-customer interaction to a more productive level.

Call Center 52

Call Center Self Service Social Media Omni-Channel 52

Win the Customer

JUNE 5, 2017

Here’s how to get started. Meet virtually. Keep your mobile team highly engaged with ongoing virtual meetings. Empower your representatives with the right tools and processes from the start to transform their role into proactive customer service agents.

Customer Service 88

Customer Service Virtual Call Center Guidelines Call Recording 88

LiveChat

OCTOBER 7, 2016

First call resolution (FCR) happens when a doubtful customer is converted into a convinced one on his very first contact. Let’s see what all factors decide the first call resolution and how to improve it. And thus first call resolution falls into a highly possible region of customer support.

First Call Resolution 61

First Call Resolution Virtual Call Center Call Center Knowledge Base 61

ViiBE Blog

JUNE 1, 2021

How to enhance customer self-service. You can implement it as a standalone virtual call center or as a complement to CRM applications and co-browsing software. The array of solutions included in ViiBE’s software are designed to optimize the customer experience to give your business the edge.

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

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

ViiBE Blog

JANUARY 22, 2021

No more call redirection, no more operational pauses. Virtual call center : ViiBE proposes an architecture based on virtual call centers and expertise in accordance with Business Units so that our partners can containerize their data per entity.

Self Service 52

Self Service Virtual Call Center Video Call Center 52

NobelBiz

NOVEMBER 26, 2021

You should spend around 13 of those hours exchanging information with other departments to understand how business changes will affect performance and how to incorporate them into future assessments. Listen to Bruce share his ideas on How to Train Call Center Agents Remotely Correctly and Efficiently.

Management 52

Management Contact Center Call Center Contact Center Software 52

NobelBiz

AUGUST 11, 2022

Scalable Call Center Operations On The Fly Contact centers may adjust to better meet the demands of their clients thanks to CCaaS solutions. Because they are all hosted in the cloud, these solutions make it simple to form remote or multi-location teams and quickly set up a virtual call center.

Contact Center 52

Contact Center Call Center Multi-Channel Omni-Channel 52