ViiBE Blog

MAY 4, 2021

First call resolution (FCR) is a metric used in call centers to calculate the percentage of calls where a customer’s issue is resolved within the first call to the center. So, in concrete terms, what does FCR show you about your center? FCR stands for First Call Resolution.

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First Call Resolution Call Center Virtual Call Center Knowledge Base 52

NobelBiz

FEBRUARY 22, 2023

The data collected, measured, and analyzed for contact centers is an absolute gold mine. This article focuses on the crucial role of customer data analytics in contact center performance and customer experience. These reports also boost your call center and business intelligence by providing actionable data.

Contact Center 52

Contact Center Analytics Data Call Center 52

NobelBiz

JULY 4, 2023

AI in the context of the contact center world isn’t really a ‘wow’ feature anymore. This process involves three key steps: Data Capture: The technology records all aspects of the customer interaction, including the conversation’s tone, the content, and any shared documents.

Interaction 52

Interaction Call Center Engagement Contact Center 52

Magellan Solutions

AUGUST 16, 2021

A large call volume could well be the result of a surge in telecom spam and fraud, routing issues, or an ineffective marketing strategy that is eating into your ROI and decreasing sales productivity. How can contact center services Philippines turn call reductions into an advantage? Focus on FCR.

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Self Service Contact Center Multi-Channel Omni-Channel 52

ViiBE Blog

MAY 13, 2021

So what exactly do call centers do? What does a call center do? Customer satisfaction is a crucial metric and the priority of every call center employee. At the core of each call center or contact center is the customer interaction. Which software is used in call centers?

Call Center 52

Call Center Technology Virtual Call Center Contact Center 52

NobelBiz

APRIL 5, 2022

These days, the contact center is the face of a company. 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. However, managing a contact center doesn’t come without its challenges and risks.

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Contact Center Call Center First Call Resolution How To 52

ViiBE Blog

AUGUST 11, 2021

The best contact center software for your needs. Call Center , CRM , Customer experience. Contact centers vary widely to suit the needs of a wide range of businesses. A customer-facing company and business-to-business (B2B) sales will have different needs from a contact center. Video calling.

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Contact Center Software Contact Center Software Call Center 52