ViiBE Blog

APRIL 8, 2021

Customers typically contact call centers when they are unable to resolve a problem with a product or service on their own. The key to satisfying the customer in search of a solution is the call center experience. The call center experience is the overall interaction between the customer and the call center.

Call center experience 52

Call center experience Call Center Average Handle Time call center software 52

Fonolo

MARCH 17, 2022

At first glance, a call center manager job may seem easy compared to the agents they oversee. After all, they are not the ones who have to navigate call center software, ensure customer satisfaction, and take all the phone calls. Industry Report: State of the Contact Center 2022. Clear communication.

Call Center 91

Call Center Management call center software Average Handle Time 91

Global Response

MARCH 1, 2022

KPIs for call centers: 8 critical metrics to track. When it comes to KPIs for your call center, one thing is for sure: less is more. After all, when you’re managing a call center, whether it’s in-house or outsourced, there’s a long list of KPIs (key performance indicators) that you could be measuring.

Call Center 62

Call Center Metrics Average Handle Time Abandon rate 62

Outsource Consultants

AUGUST 3, 2020

So what does that mean for your call center operations? In short, traveling customers will have even more *cough* baggage *cough* to handle than before. . Despite the travel industry grinding to a halt in the last few months, consumers are unwilling to accept subpar customer experiences.

Interactive Voice Response 127

Interactive Voice Response Average Handle Time outsourcing Call Center 127

SharpenCX

FEBRUARY 9, 2021

Turns out, many call center agents experience similar problems. They waste time with slow systems and poor routing. Today, many call center agents manage up to 10 different channels , so it’s no wonder agents feel overworked and customer experience suffers. Set goals and track your metrics.

Call Center 67

Call Center Coaching Scripts Metrics 67

Fonolo

NOVEMBER 17, 2020

After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Omnichannel, Cloud-Based Contact Centers.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

OctopusTech

MARCH 1, 2023

Most companies will set up or adopt a call center to field customer service requests and complaints. These call centers organize phone support queues and equally distribute calls to reps on the service team. What Are Inbound Calls?

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62