ViiBE Blog

APRIL 28, 2021

The call center agent is at the core of any call center. So how can you evaluate a call center agent’s performance? Call centers and contact centers have industry-specific KPIs to measure agent performance. What are the KPIs in a call center? Average Speed of Answer.

Call Center 98

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

NICE inContact

JUNE 27, 2019

“The NICE inContact solution has transformed our ability to support our diverse contact center environment,” says Brett Hecker, Vice President, Customer and Commercial Enablement. The cloud architecture allows us to deploy virtual call centers across multiple physical sites without any hardware.”.

Net Promoter Score 136

Net Promoter Score Virtual Call Center Contact Center Call Center 136

ViiBE Blog

MAY 13, 2021

Customers often contact a call center when they are frustrated or experiencing an issue with a product or service. In the background, entire systems run behind the scenes to manage their call and put them in touch with a representative as efficiently as possible. There are different types of call centers.

Call Center 52

Call Center Technology Virtual Call Center Contact Center 52

ViiBE Blog

AUGUST 11, 2021

The best contact center software for your needs. Call Center , CRM , Customer experience. A customer-facing company and business-to-business (B2B) sales will have different needs from a contact center. Customers called a number and were routed to a customer service representative. Video calling. ViiBE Blog.

Contact Center Software 52

Contact Center Software Contact Center Software Call Center 52

Daniel Group

MARCH 26, 2020

Our clients often ask about how to most effectively use the outcome score (e.g., Over the years, a number have opted to include an objective for Net Promoter Score® performance, as an example. Virtual Call Center. NPS®, loyalty index, overall satisfaction, etc.) to improve the customer experience.

Strategy 59

Strategy NPS Net Promoter Score Virtual Call Center 59

ViiBE Blog

JUNE 1, 2021

You can implement it as a standalone virtual call center or as a complement to CRM applications and co-browsing software. Decathlon increased their Net Promoter Score (NPS) by 25% by using ViiBE for after-sales service. How to enhance customer self-service.

Self Service 52

Self Service Net Promoter Score Knowledge Base Omni-Channel 52

NobelBiz

AUGUST 11, 2022

Customer expectations are higher than they have ever been and call centers are increasingly concerned with their ability to adapt to changing conditions. That’s where CCaaS – Contact Center as a Service comes in. Why CCaaS flexibility is so important for call centers? But NobelBiz Omni+ is different.

Contact Center 52

Contact Center Call Center Multi-Channel Abandon Rate 52