ViiBE Blog

MARCH 18, 2021

On the other, each call must be handled as promptly as possible to ensure that the next caller has a short wait time. Given these opposing demands, how can a center ensure that agents handle each call as efficiently as possible? Why is Average Handle Time important? Alternatives.

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Hodusoft

MAY 10, 2023

This has resulted in increased demand for cloud-based call center solutions, as well as virtual call center services that can be operated from home. The system typically includes tools for tracking customer interactions across various channels, such as phone, email, social media, and in-person meetings.

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Fonolo

NOVEMBER 17, 2020

Nobody escaped the long lines and endless waiting times. And contact centers were utterly overwhelmed in the floods of anxious customer calls. We believe that increasing empathy due to the ongoing conditions will significantly impact contact centers in 2021. “I The Great Contact Center Diaspora.

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ViiBE Blog

APRIL 28, 2021

These KPIs illustrate how one agent’s productivity affects overall call center performance indicators such as call volume, wait times, and response time. What are the KPIs in a call center? There are dozens of different KPIs to measure the performance of your call center.

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NobelBiz

MAY 24, 2022

In this article, discover 5 tips to manage remote call center agents successfully. The value of the supervisor’s position for remote call center agents First and foremost, the supervisor is the most important person when managing a remote contact center. But how exactly?

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Hodusoft

DECEMBER 16, 2022

Predictive and analytical AI implementation helps to generate immediate responses based on collected data over time. Call center agents can leverage these insights to deliver a personalized customer experience. The agent can then decide to choose a suitable response and disregard the inappropriate responses.

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JustCall

JANUARY 5, 2021

First response time refers to the time that agents take in responding to a customer support request. Responsive agents leave a positive impression on customers and improve call center operations. Customers expect and personalized responses to their queries. Average Handling Time.

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