ViiBE Blog

MAY 13, 2021

Call center technology refers to these different software and hardware tools used to run a call center. Management systems keep track of call volume, route incoming calls, and perform data analytics in real-time. Contact Center. Virtual Call Center.

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Call Center Technology virtual call center Interactive Voice Response 52

Callminer

DECEMBER 17, 2019

When dedicated call center agents are focused exclusively on handling calls, there’s often an improvement in important call center metrics like first call resolution. Large-sized call centers: 44%” – Michael Mahoney, Call Center Attrition Rates , Avoxi; Twitter: @AVOXI.

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Call Center outsourcing Contact Center Finance 207

Fonolo

NOVEMBER 17, 2020

While 89% of contact centers measure the quality of voice, only 50% measure performance on digital channels, down from 61% last year. In 2017, more contact centers will recognize the impact of tracking analytics and use those benchmarks for future growth. A Knowledge Base is Crucial to Online Services.

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Contact Center Gamification Call Center Average Handle Time 176

Hodusoft

JUNE 7, 2024

Effective call center management not only manage to control their expenses as they improve service quality but also succeed in meeting their budget allocations and negotiating favorable contracts with vendors. It is an excellent way to assess call center operations and agent effectiveness.

Best practices 52

Best practices Call Center Omni-channel support Management 52

Hodusoft

DECEMBER 16, 2022

Whether it’s skill-based call routing or automating customer conversation on multiple channels like chat and email, AI maintains a seamless ecosystem at all touch points. Predictive and analytical AI implementation helps to generate immediate responses based on collected data over time.

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Hodusoft

AUGUST 2, 2023

In some cases, cost per call can account for almost 50 percent of the total cost of fulfilling an order. Read Also: Metrics to Measure the Performance of Your Virtual Call Center Importance of cost per call By calculating the cost per call, contact centers not only know how much money they spend on each call but also improve a lot of things.

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Contact Center Metrics Contact center software Interactive Voice Response 52