Virtual call centers: Tips and tricks for agents working from home
Knowmax
SEPTEMBER 27, 2020
Virtual call centers: Tips and tricks for agents working from home.
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What is call center technology?
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. Customer Service Management Tools.
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6 tips to improve your IT support
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.
What is first call resolution?
ViiBE Blog
MAY 4, 2021
Measuring FCR can be done manually or by call center software such as ViiBE. ViiBE makes tracking FCR and other call center metrics in real-time easier than ever. You can manage ViiBE’s virtual call center remotely from anywhere in the world using the built-in KPI trackers that measure FCR in real-time.
What is Average Handle Time (AHT)?
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.
What is the call center experience?
ViiBE Blog
APRIL 8, 2021
Knowledge management. Knowledge management is key to keeping your call center agents up to date on the latest procedures and guidelines. By integrating a centralized knowledge base such as ViiBE’s knowledge management solution , you can redistribute know-how throughout your organization.
How to improve customer service with live video support?
ViiBE Blog
APRIL 30, 2021
ViiBE’s knowledge management tool allows you to access past interactions, which it organizes under individual tickets for each issue. 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. ViiBE live video support.
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