ViiBE Blog

AUGUST 9, 2021

What is the key to success in a call center? Call Center , Customer experience. Insurance , Retail , SMB. What is a call center? Call centers are large, complex organizations that receive or transmit massive volumes of telephone calls every day. ViiBE Blog. Kelly Dell.

Call Center 52

Call Center Self Service First Call Resolution Contact Center 52

Magellan Solutions

OCTOBER 26, 2023

We will share some essential questions to ask when outsourcing a call center. Still, it doesn’t always equate to quality service, as there’s a tendency for agents to strive to complete the call in less time without exploring if the customer still has other concerns. We’ve got you covered!

Call Center 52

Call Center Net Promoter Score Average Handle Time Healthcare 52

NobelBiz

JUNE 19, 2023

By harnessing cutting-edge technology and advanced analytics, call centers can gain valuable insights into their operations as they unfold , making informed decisions in the heat of the moment. In a call center setting, real-time monitoring refers to the continuous observation and analysis of customer interactions as they occur.

Call Center 52

Call Center Contact Center First Call Resolution Metrics 52

TechSee

MAY 29, 2018

With clear ROI demonstrated almost immediately upon implementation, C-level decision-makers and call center management have turned to visual engagement as an important stepping stone on their journey towards providing a digital customer-centric experience. Better resolution rate. Best Practices in Visual Support.

Contact Center 95

Contact Center Engagement Call Center Net Promoter Score 95

TechSee

AUGUST 14, 2018

This article underlines the value of DSS in customer service and focuses on the potential computer vision brings to call/chat centers, where providing a positive customer experience (CX) at scale is critical to success in the current competitive business climate. Current state of DSS in contact centers.

Contact Center 95

Contact Center System Average Handle Time Virtual Agent 95

Interactions

NOVEMBER 23, 2021

The most successful businesses understand that solid First Call Resolution (FCR) metrics are something to strive for, but the reality is they are onerous to achieve. It’s human capital: those agents who have the persistent work ethic to make the outbound calls and who pleasantly field the inbound calls.

Call Center 62

Call Center First Call Resolution Contact Center Guidelines 62

TechSee

DECEMBER 2, 2020

Many organizations are investing in innovations driven by customer demand and expectations that also improve KPIs such as Net Promoter Score (NPS), Average Handle Time (AHT), and First Call Resolution (FCR). Myth #3 : Remote visual assistance is a luxury that shouldn’t be considered during a financial crisis.

Net Promoter Score 109

Net Promoter Score Self Service Average Handle Time Contact Center 109

Pointillist

JUNE 15, 2018

Sure, that’s easy in subscription-based industries such as SaaS or telecom or insurance. The first step is to integrate customer data available to you from different touchpoints. It would be easy to define and measure if we relied on the customer to indicate they are no longer a customer.

Customer Retention 110

Customer Retention Analytics Loyalty Programs Customer Journeys 110

NobelBiz

JULY 18, 2023

In the bustling world of call centers, every second counts, and every call matters. The question is, how do you ensure that the right call lands in the right hands? With it, you can streamline your call center operations and raise the bar of your customer service. Intriguing, isn’t it?

Management 52

Management Call Center Contact Center Software Contact Center 52

Pointillist

SEPTEMBER 10, 2020

Behemoths like Amazon and Netflix have transformed consumer expectations and influenced the experiences consumers demand from their banks, cable and wireless companies, and even health insurers. The customer care team oversees the call center, IVR, chat and other customer service channels.

Customer Journeys 128

Customer Journeys Touchpoint Net Promoter Score Customers 128

NobelBiz

FEBRUARY 22, 2023

The Average Handling Time (AHT) Call centers are an excellent investment when it comes to customer care, whether you are assisting your staff or your consumers. This should be a top focus in any call center – the infrastructure should not have an impact on performance or customer satisfaction.

Abandon Rate 52

Abandon Rate Average Handle Time Contact Center Call Center 52

NobelBiz

FEBRUARY 15, 2023

The Average Handling Time (AHT) Call centers are an excellent investment when it comes to customer care, whether you are assisting your staff or your consumers. This should be a top focus in any call center – the infrastructure should not have an impact on performance or customer satisfaction.

Abandon Rate 52

Abandon Rate Average Handle Time Contact Center Call Center 52

Magellan Solutions

JULY 5, 2021

There is no debate with regards to the country’s reputation as the World’s Call Center Capital. . Here, you can expect excellent customer service outsourcing Philippines to manage and handle inbound calls to your business. . 90% of calls answered within 10 seconds or less. Case 7: Leading Insurance Company.

Omni-Channel 52

Omni-Channel Customer Service Average Handle Time e-support 52

CSM Magazine

JUNE 27, 2023

To date, Zenarate has delivered more than 16 million agent simulations in 15 languages to name-brand clients in financial services, insurance, healthcare, telecommunications, technology, retail, and travel industries. Zenarate AI Coach delivers on average: 56% faster agent speed-to-proficiency vs. traditional training.

Training 59

Training Telecommunications Insurance Healthcare 59

Magellan Solutions

MAY 12, 2023

Just imagine the money you can save on employee benefits, such as a full-time wage, health insurance, paid time off, retirement plans, and other government-mandatory employee benefits. With phone answering service , you can reduce the turnaround of customers’ calls at a lesser cost.

Call Recording 59

Call Recording Average Handle Time First Call Resolution Training 59

Think Customers

SEPTEMBER 21, 2022

This is a question posed to two of TTEC’s banking and insurance experts —Group Vice President Kristen Hein and Vice President JoVanna Dukes during a recent LinkedIn LIVE webinar. How is it helping your agent support your contact center operations and your customers?” Here are some highlights of the conversation.

Financial 52

Financial Contact Center Banking First Call Resolution 52

ViiBE Blog

JANUARY 22, 2021

Thanks to the collaborative and AR tools available during the ViiBE call, the agents are able to better guide the customers through remotely diagnosing and resolving technical or challenging issues. Originally, my co-founder and I developed ViiBE as a solution for emergency medical call centers.

Self Service 52

Self Service Virtual Call Center Video Call Center 52

Customer Alignment

MAY 23, 2017

We’ve seen announcements last month alone from Vodafone, BT, EE and others confirming that they are increasing numbers at their call centres, demonstrating an emphasis on utilising call centres more as an important interface for customer service. Too many companies think of their call centers as an expense to minimise.

Self Service 40

Self Service First Call Resolution Customer Centricity Metrics 40

NobelBiz

APRIL 20, 2020

Even call transcripts cannot capture behavior, consistency, and other complexities. And none of these options allow you to make a live point during an active call. There are several reasons why you may want to track your agents, ranging from quality insurance, consistent performances to active training.

Call Recording 52

Call Recording Contact Center Software CRM 52

NobelBiz

FEBRUARY 11, 2025

Companies use IVR systems to automate routine inquiries, such as: Checking account balances or order statuses Scheduling appointments Making payments Getting answers to FAQs By handling these tasks automatically, IVR significantly reduces call center workload and ensures faster response times for simple requests.

Call Center 52

Call Center Contact Center Self Service CRM 52