ViiBE Blog

MAY 13, 2021

Management systems keep track of call volume, route incoming calls, and perform data analytics in real-time. The software may use a call recording that informs callers of hold times or an interactive voice response (IVR) system, reducing the workload for call center agents. What does a call center do?

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Call Center Technology Virtual Call Center Contact Center 52

ViiBE Blog

APRIL 30, 2021

A negative customer interaction can spread by word of mouth , but so can a positive one. While traditional call centers have existed for decades, they lack some of the features of face to face interactions. The customer service agents interact with customers who can both see their faces and hear their voices.

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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. What are the common features of customer self-service software?

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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. A CRM can track who a customer interacted with and their overall satisfaction. Knowledge Base.

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Contact Center Software Contact Center Software Call Center 52

ViiBE Blog

APRIL 26, 2021

Your training should focus on service recovery , which is the strategy of turning a customer service failure into a successful interaction. Implement a centralized knowledge base. Knowledgeable employees are a critical resource for any company, but all too often, their knowledge leaves with them.

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Tips Knowledge Base Virtual Call Center Contact Center 52

ViiBE Blog

MAY 4, 2021

Customer support has taken on new importance as customer interactions have moved away from physical stores to a digital marketplace. Customers expect the same level of service as in person, so it is crucial to measure your call center’s overall performance as well as your individual agents.

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First Call Resolution Call Center Virtual Call Center Knowledge Base 52

ViiBE Blog

APRIL 8, 2021

Customers typically contact call centers when they are unable to resolve a problem with a product or service on their own. The key to satisfying the customer in search of a solution is the call center experience. The call center experience is the overall interaction between the customer and the call center.

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