CSM Magazine

JANUARY 15, 2025

Delivering exceptional customer service is crucial for businesses aiming to retain customers and enhance satisfaction. A key performance indicator in this realm is the First Call Resolution (FCR) rate, which measures the percentage of customer issues resolved during the initial contact.

Customer Service 52

Customer Service First Call Resolution Call Center Exceptional Customer Service 52

ClientSuccess

FEBRUARY 22, 2023

Have you ever wondered about the difference between customer success and customer support? While both are important for ensuring customer satisfaction and retention, they have different objectives and approaches.

Customer Success 70

Customer Success First Call Resolution eBook Customer Satisfaction 70

ViiBE Blog

AUGUST 11, 2021

Call Center , CRM , Customer experience. Share this article. Share this article. Similarly, a large company with many customers will require greater resources than a smaller one. Call centers were the predecessor to contact centers. Today, customers want more options than simply calling a phone number.

Contact Center Software 52

Contact Center Software Contact Center Software Call Center 52

ViiBE Blog

JUNE 1, 2021

What are the common features of customer self-service software? Most of the myriad of different self-service portals share some common features. 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

JULY 25, 2023

Interaction Analytics often termed the keystone of customer engagement strategies, provides businesses with a profound look into customer behaviors, preferences, and patterns when engaging with products or services. These platforms provide a goldmine of data regarding customer sentiment and brand perception.

Interaction 98

Interaction Analytics Call Center Contact Center 98

ViiBE Blog

AUGUST 18, 2021

Creating a customer-centric business strategy. CRM , Customer experience. Share this article. Share this article. The customer is always right, or at least that’s what they say. It is crucial to identify customer expectations and figure out how to exceed them to create a customer-centric business.

Customer Centricity 52

Customer Centricity Strategy CRM Net Promoter Score 52

NobelBiz

AUGUST 23, 2022

Call centers that use a Speech Analytics system may detect these friction areas and take steps to improve their goods and services, customer journeys, and agents’ handling of consumer demands. In this article, we will try to outline everything there is to know about speech analytics. What is call center speech analytics?

Call Center 52

Call Center Analytics Contact Center Self Service 52