ViiBE Blog

APRIL 28, 2021

Call centers and contact centers have industry-specific KPIs to measure agent performance. These KPIs illustrate how one agent’s productivity affects overall call center performance indicators such as call volume, wait times, and response time. What are the KPIs in a call center?

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Call Center First Call Resolution Average Handle Time Virtual Call Center 98

TechSee

JULY 24, 2023

By minimizing wait times and personalizing interactions, customers feel valued and appreciated, leading to increased satisfaction and loyalty. Maximizing Data Capture Efficiency: TechSee’s Visual Journeys redefine data capture during hold times, significantly improving efficiency and accuracy.

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CSM Magazine

SEPTEMBER 18, 2024

For example, KPIs could include things like average call handling time, customer satisfaction scores, or first call resolution rates. Once you’ve got those KPIs in place, make sure you regularly check how things are going by reviewing your call center metrics.

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NobelBiz

JULY 23, 2024

Reduced Costs Implementing omnichannel call center software can lead to significant cost savings. Automated workflows and efficient call handling reduce the need for a large workforce. Additionally, improved first-call resolution rates and reduced call handling times lower operational costs.

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Talkdesk

NOVEMBER 10, 2016

This call center software feature allows you to monitor call center quality standards and improve employee processes. Many call center solutions also allow you to perform call barging when necessary. PBX vs. Call Center Software?

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Talkdesk

NOVEMBER 10, 2016

This call center software feature allows you to monitor call center quality standards and improve employee processes. Many call center solutions also allow you to perform call barging when necessary. PBX vs. Call Center Software?

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Call Center Software First Call Resolution Call Center Solutions 40

NobelBiz

FEBRUARY 13, 2024

Self-service Options Providing customers with robust self-service options through various channels (web, mobile, IVR) empowers them to find solutions quickly without needing direct agent interaction, reducing wait times and improving overall satisfaction.

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