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Customers typically contact callcenters 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 callcenterexperience. The callcenterexperience is the overall interaction between the customer and the callcenter.
In contrast, others make outbound calls to customers, and some even do both. Regardless, similar technology is critical to the proper functioning of the callcenter. No matter the kind of callcenter, ensuring a positive callcenterexperience is crucial to a customer’s experience with a company.
Measuring FCR can be done manually or by callcenter software such as ViiBE. ViiBE makes tracking FCR and other callcenter metrics in real-time easier than ever. You can manage ViiBE’s virtualcallcenter remotely from anywhere in the world using the built-in KPI trackers that measure FCR in real-time.
Given the overwhelming move to virtualcallcenters, using AI for quality monitoring and compliance control is essential for future growth. The role of AI in the callcenter environment during and after the COVID-19 pandemic is significant. The use of AI applications streamlines the callcenterexperiences. •
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