ViiBE Blog

JUNE 1, 2021

With younger generations increasingly averse to phone calls, many also prefer self-service. Omnichannel service channels are the future of customer service because they enable customers to choose the appropriate channel for their needs. Ultimately, web self-service and omnichannel support work best as a combination.

Self Service 52

Self Service Net Promoter Score Knowledge Base Omni-Channel 52

NobelBiz

FEBRUARY 22, 2023

Badly trained call center agents, information fragmentation across systems, a non-existent or poorly documented knowledge base, numerous individuals managing the same issue, and so on. Shorter calls equate to more calls per agent and higher income. How can technology be used to drive low AHT?

Abandon Rate 52

Abandon Rate Average Handle Time Contact Center Call Center 52

NobelBiz

FEBRUARY 15, 2023

Badly trained call center agents, information fragmentation across systems, a non-existent or poorly documented knowledge base, numerous individuals managing the same issue, and so on. Shorter calls equate to more calls per agent and higher income. How can technology be used to drive low AHT?

Abandon Rate 52

Abandon Rate Average Handle Time Contact Center Call Center 52

ViiBE Blog

MAY 13, 2021

So, in a nutshell, a call center connects the customer with the company and ensures an ongoing positive relationship. Which software is used in call centers? Different solutions exist for different kinds of call centers. Traditional call center software differs from omnichannel contact center software.

Call Center 52

Call Center Technology Virtual Call Center Contact Center 52

Magellan Solutions

AUGUST 16, 2021

In short, every effort should be made to spread the customer volume over multiple channels. The more accessible the channels are, the more likely customers are to make a habit of connecting in ways other than the phone. Proper omnichannel support and training. Focus on FCR. At least, not regarding the same issue.

Self Service 52

Self Service Contact Center Multi-Channel Omni-Channel 52

Integrity Solutions

SEPTEMBER 28, 2023

Another common quality among those who provide great customer service is that they do it right the first time. That’s why it’s so critical to empower your customer service teams to focus on improving first call resolution (FCR). Have everyone, from CEO to receptionist, sign it. smiling and eye contact).

Customer Service Training 106

Customer Service Training Training Customer Service Contact Center 106

Stella Connect

JANUARY 25, 2018

Consumer Expectations for Omnichannel Will Soar. The other 73% took advantage of omnichannel offerings such as digital apps, interactive catalogs, click and collect, and/or in-store purchases with home delivery. Omnichannel offerings such as buy online pick up in store (BOPIS) and buy online return in store (BORIS) are here to stay.

Self Service 40

Self Service Trends Customer Service Contact Center 40

CSM Magazine

OCTOBER 12, 2022

In addition, Agent Assist can help to improve the overall customer experience by reducing wait times and increasing first call resolution rates. As a result, Agent Assist technology is an essential tool for any call center that wants to improve its performance. Omnichannel Support. Speech Analytics. Live Chat.

Technology 52

Technology Self Service Customer Experience Customer Journeys 52

NobelBiz

JULY 4, 2023

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. Examples of Automated Interaction Summaries in Action Consider a customer who calls for a product exchange.

Interaction 52

Interaction Call Center Engagement Contact Center 52

ViiBE Blog

AUGUST 18, 2021

ViiBE’s built-in knowledge management system can save documents and photos (like screenshots) from a call in its cloud-based knowledge base. ViiBE’s remote assistance software makes it effortless to provide your customers with omnichannel communication.

Customer Centricity 52

Customer Centricity Strategy CRM Net Promoter Score 52

NobelBiz

FEBRUARY 22, 2023

They also enable you to identify top-performing agents objectively by using specific call center key performance indicators (KPIs) like wait times and first-call resolution rates for support agents or closure rates and deal value for sales reps. Data will be especially crucial in ensuring a flawless consumer experience.

Contact Center 52

Contact Center Analytics Data Call Center 52

NobelBiz

AUGUST 11, 2022

To begin, most businesses are abandoning the call center paradigm in favor of contact centers. Because they offer an omnichannel approach to communication, they allow call center agents to switch between communication channels according to clients’ preferences. Ready to take your agent productivity to the next level?

Contact Center 52

Contact Center Call Center Multi-Channel Abandon Rate 52

SurveySensum

MARCH 10, 2025

Impact – Shorter response times, higher first-call resolution rates, and improved CSAT scores. Provides audit-ready documentation : Keeps a record of all conversations, making it easier to prove regulatory compliance. Optimizes engagement strategies : Adjusts communication styles based on customer behavior.

Interaction 52

Interaction Analytics Social Media Analysis 52