ViiBE Blog
MAY 13, 2021
Customers often contact a call center when they are frustrated or experiencing an issue with a product or service. 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. Virtual Call Center.
ViiBE Blog
APRIL 30, 2021
Contact centers have become more prevalent as more and more companies transition from traditional call centers to offer live chat and video support for their customers. Since customers’ expectations are only getting higher , this technology is being implemented in a wide range of industries to improve the customer experience.
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ViiBE Blog
APRIL 26, 2021
Implement a centralized knowledge base. Knowledgeable employees are a critical resource for any company, but all too often, their knowledge leaves with them. By organizing these resources into centralized knowledge bases, your agents can access the latest information in real time. Invest in new technology.
ViiBE Blog
AUGUST 11, 2021
Sometimes customers access information on their own in a customer-facing knowledge base or interact with a chatbot based on social media platforms like Facebook messenger In any case, omnichannel contact centers are designed around the principle of adding more lines of communication. . Video calling.
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?
ViiBE Blog
MARCH 18, 2021
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. Next, knowledge bases need to be logically organized and in an easily accessible location so agents can find responses promptly and keep hold times to a minimum.
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.
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