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?

Call Center 98

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

TechSee

DECEMBER 5, 2017

“Enchant is full of well thought out features, saving us time and stress. Founded in 2001, Fonolo’s cloud-based call center solutions provide companies with visual dialing and virtual queuing services. Nanorep is a provider of self-service, virtual customer assistants, and smart bot solutions for customer service.

Contact Center 116

Contact Center Customer Satisfaction Technology Self Service 116

NobelBiz

OCTOBER 30, 2020

One of the best ways to evaluate customer feedback is through the NPS or Net Promoter Score. Customers give a score between 0 (not at all likely) and 10 (very likely). These solutions can also minimize call wait time with smart routing, a system that helps drive callers to the right service.

Call Center 52

Call Center Customer Service Net Promoter Score How To 52