ViiBE Blog

JUNE 3, 2021

Field service managers rely on these systems to keep tabs on current operations and plan out future ones. As field service becomes more remote, priorities are changing. Still, connectivity is now taking an increasingly important place in a company’s considerations. WebRTC technology ensures a secure download-free connection.

Software 52

Software CRM Knowledge Base First Call Resolution 52

rethinkCX

JUNE 12, 2024

While Brand Ambassadors manage all interactions, this goes beyond customer satisfaction. Behind the curtain, it is about connecting the dots between hiring, training, implementing systems, intraday management and delivering on promised service levels while creating memorable experiences.

Call Center 52

Call Center Management Abandon Rate First Call Resolution 52

rethinkCX

JUNE 12, 2024

While Brand Ambassadors manage all interactions, this goes beyond customer satisfaction. Behind the curtain, it is about connecting the dots between hiring, training, implementing systems, intraday management and delivering on promised service levels while creating memorable experiences.

Call Center 52

Call Center Management Abandon Rate First Call Resolution 52

NobelBiz

JULY 25, 2023

Let’s delve deeper into the essence of interaction analytics, especially from the vantage point of call centers. Customer Interaction Analytics is like having a superpower that allows us to listen, understand, and connect with our customers on a whole new level.

Interaction 98

Interaction Analytics Call Center Contact Center 98

NobelBiz

AUGUST 23, 2022

Speech analytics will help you better understand your customers’ queries and requirements by studying the causes for repeated calls and their primary pain points. This will assist you in enhancing your First Call Resolution. The post How can Speech Analytics help your Call Center?

Call Center 52

Call Center Analytics Contact Center Self Service 52

NobelBiz

APRIL 5, 2022

The customer experience can make or break your business, so it’s important to understand the factors that make a great customer service representative and a great contact center. In customer relations, this begins with training on the instruments that have been placed in the hands of your teleconsultant teams.

Contact Center 52

Contact Center Call Center First Call Resolution How To 52

CSM Magazine

OCTOBER 12, 2022

Chatbots also have the ability to provide personalized service, which can improve the customer experience. In addition, chatbots are available 24/7, so they can provide assistance even when human customer service representatives are not available. Location-Based Services. Internet of Things (IoT).

Technology 52

Technology Self Service Customer Experience Customer Journeys 52

ViiBE Blog

AUGUST 18, 2021

Another key to exceeding customer expectations is excellent customer service. ViiBE’s remote assistance software makes it effortless to provide your customers with omnichannel communication. They can connect to a ViiBE call with a simple web link and speak to a support agent via video, voice, or text.

Customer Centricity 52

Customer Centricity Strategy CRM Net Promoter Score 52

Magellan Solutions

AUGUST 13, 2021

Therefore, they can deal with customers’ issues delicately with regards to their feelings too. 68% of customers said that their most recent positive customer service experience is with a pleasant customer service representative who helped them with their questions.

Call Center 52

Call Center Customer Service Representative Training First Call Resolution 52

Call Experts

APRIL 8, 2024

Improved Customer Support A call center serves as one centralized location for all things customer support, enabling utility companies to efficiently handle a large volume of customer inquiries, complaints, and service requests.

Contact Center 52

Contact Center Self Service Customer Service Multi-Channel 52

Call Experts

JUNE 15, 2023

Improved Customer Support A call center serves as one centralized location for all things customer support, enabling utility companies to efficiently handle a large volume of customer inquiries, complaints, and service requests.

Contact Center 52

Contact Center Self Service Customer Service Multi-Channel 52

NobelBiz

FEBRUARY 14, 2023

Several key metrics can be used to measure the efficiency of a CRM strategy in contact centers, such as: First Call Resolution Rate (FCRR) : Measure the efficiency of a contact center by using the First Call Resolution (FCR) rate as a metric.

Contact Center 52

Contact Center CRM Measurement Strategy 52

NobelBiz

JULY 18, 2023

The CSAT is based on the customer’s emotions, as opposed to the NPS, which is intended to provide a more reasonable perspective. FCR First Call Resolution is a KPI that evaluates the percentage of issues addressed on the first phone conversation. AHT AHT is an abbreviation for Average Handling Time.

Self Service 52

Self Service Contact Center Management Wait Times 52

NobelBiz

FEBRUARY 27, 2023

The CSAT is based on the customer’s emotions, as opposed to the NPS, which is intended to provide a more reasonable perspective. FCR First Call Resolution is a KPI that evaluates the percentage of issues addressed on the first phone conversation. AHT AHT is an abbreviation for Average Handling Time.

Contact Center 52

Contact Center Self Service Wait Times Metrics 52

SurveySensum

MARCH 10, 2025

Take Your Customer Support To The Next Level 73% of consumers say that friendly customer service representatives make them fall in love with a brand. Conversational Analytics helps support teams analyze customer interactions, track sentiment, and identify service bottlenecks to deliver better experiences.

Interaction 52

Interaction Analytics Social Media Analysis 52