Remove First Call Resolution Remove Knowledge Base Remove Virtual Call Center
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Steps to Improve First Call Resolution

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After a customer calls for a support, it totally depends on the efficiency of the call center, how effectively the customer gets a plausible response. First call resolution (FCR) happens when a doubtful customer is converted into a convinced one on his very first contact. Training the agents well.

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What is first call resolution?

ViiBE Blog

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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What is call center technology?

ViiBE Blog

These centers communicate with customers exclusively by making and receiving telephone calls. The software running these centers can vary, but important metrics are Average Handling Time , First Call Resolution Rate, and Net Promoter Score. Contact Center. Virtual Call Center.

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What is the value of customer self-service?

ViiBE Blog

Nowadays, these customer-facing knowledge bases empower customers to find information for their specific situations on their own. First of all, the knowledge base articles are usually organized according to the most frequently occurring issues. What are the common features of customer self-service software?

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The best contact center software for your needs

ViiBE Blog

These usually include a phone system , chat, email , and video calls. Like a call center, a contact center may use interactive voice response for the opening menu. Knowledge Base. A knowledge base is a place to organize information centrally.

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What is the call center experience?

ViiBE Blog

Knowledge management. Knowledge management is key to keeping your call center agents up to date on the latest procedures and guidelines. By integrating a centralized knowledge base such as ViiBE’s knowledge management solution , you can redistribute know-how throughout your organization.