ViiBE Blog

FEBRUARY 9, 2021

By sharing archived expert knowledge, novice employees have access to real-world experiences. Content management refers to how — whether through portals or dashboards — information is stored by admins and accessed by users. There’s little point in having a massive repository of information if the content is tedious to access.

Management 52

Management Construction Best practices Call Center 52

aircall

JANUARY 24, 2022

It’s a mistake to view your customer support team as a cost center. When you make your customers feel important, your customer service team becomes a growth center that drives your revenue up continually. Set up a call center. Don’t make assumptions during customer calls. Competency. Acknowledge them.

Call Center 126

Call Center Best practices call center software CRM 126

JustCall

DECEMBER 23, 2022

Thinking of investing in auto dialer software for your call center or sales team? Using an auto dialer can boost agent productivity and efficiency by as much as 300 to 350% (that is 3x more calls every hour per agent). In this blog, we will deep-dive to understand the auto dialer functionality. A wise decision!

Scripts 52

Scripts CRM Sales Analytics 52

aircall

JANUARY 13, 2023

But some providers will only grant you access to some or all of their integrations when you opt for a pricier payment plan. By monitoring team call activity as it’s happening, managers can evaluate and influence call outcomes in the moment, which is exactly when you need it most. In-the-moment performance insights.

Sales 62

Sales CRM Morale Interactive Voice Response 62

JustCall

DECEMBER 23, 2022

Want complete control over calling speed? Don’t want agents to waste time between calls to collect customer data? In this blog, we will detail everything you need to know about the power dialer software. According to research , salespeople routinely find themselves struggling with sales call anxiety (SCA).

CRM 52

CRM Sales Coaching Personalization 52

JustCall

APRIL 12, 2023

Thinking of investing in auto dialer software for your call center or sales team? Using an auto dialer can boost agent productivity and efficiency by as much as 300 to 350% (that is 3x more calls every hour per agent). In this blog, we will deep-dive to understand the auto dialer functionality. A wise decision!

Scripts 52

Scripts Sales CRM Contact Center 52

JustCall

APRIL 3, 2024

Auto dialers are a secret weapon for call centers and sales teams. This decreases manual data entry and enables direct calling from your CRM through click-to-call features (as offered by platforms such as JustCall). International calling and localization: A local number helps you build trust with your prospects.

Sales 52

Sales CRM Scripts APIs 52

AWS Machine Learning

DECEMBER 23, 2022

In this blog post, we will review a solution to automatically redact PII data from a customer service conversation transcript. Let’s take an example conversation between a customer and a call center agent. Agent: Hi, thank you for calling us today. Choose Next and add any tags that you want for your stack (optional).

APIs 81

APIs Engineering Analytics Call Center 81

Mindtouch

JANUARY 31, 2018

This is especially true for customer help centers, where holiday madness is typically accompanied by a seasonal spike in support tickets. According to the Marchex Institute, inbound call volumes increased 16 percent on average. Not only that, but there was an 11% spike in abandoned calls. Take Cyber Monday 2016, for example.

Abandon Call 63

Abandon Call Chatbots Self service CRM 63

aircall

JANUARY 23, 2023

When considering your options for the ideal Avoxi alternative, look for collaboration features such as warm transfer, shared contacts, shared call Inbox, and call commenting and assignment. No Number of Entry-Level Integrations: 1 Entry-Level Features: Basic reporting, call queuing, web chat, IVR, Facebook integration Rating: 4.4

virtual call center 62

virtual call center Analytics Interactive Voice Response Metrics 62

ViiBE Blog

MARCH 18, 2021

Call centers face a unique dilemma created by conflicting priorities. On the one hand, customer satisfaction is a crucial goal that must be achieved by the end of a call to keep the caller’s business. On the other, each call must be handled as promptly as possible to ensure that the next caller has a short wait time.

Average Handle Time 52

Average Handle Time call center software Call Center Metrics 52

aircall

JANUARY 26, 2018

If you aren’t using a phone system that integrates with your CRM tools, important details must be manually updated after (or during) every call. Detailed call information will be accessible directly within your CRM of choice, automatically updating records upon call completion. Productivity: Eliminate the Busywork.

CRM 91

CRM Multichannel Sales Call Center 91

Monet Software

MAY 15, 2018

There are many different call recording software solutions available. While their essential purpose remains the same, there are variations in functionality, implementation and cost that should be reviewed by contact center management so that an informed purchasing decision can be made.

Contact Center 48

Contact Center Call Center Management Technology 48

Customer Service Life

NOVEMBER 5, 2018

This article was originally published on the FCR blog on October 8, 2018. Instructional design- There’s an entire science around instructional design — and while it would be nice for every contact center to have someone with a masters degree in the topic (like FCR), that may not be practical.

Contact Center 79

Contact Center Education Government Healthcare 79

Nicereply

OCTOBER 14, 2019

More accessible service makes the world more approachable for everyone – not just those with disabilities. From visual impairment, hearing impairment to movement disabilities, a large number of your users may have trouble accessing your services as you expect. 5 Tips for Making Your Service More Accessible.

Customer Support 70

Customer Support Airlines Government Interactive Voice Response 70

Certified Languages International

MARCH 18, 2021

using an interpreter accessed over the phone. . The third party will call an interpretation company that offers telephone interpreting services and ask for an interpreter in the language their customer speaks. States also have laws that govern equal access to services by those who don’t speak English. The standard is 2 hours.).

Bilingual agents 52

Bilingual agents Healthcare Government Education 52

JustCall

OCTOBER 22, 2020

At the same time, it ensures that it only connects to the answered calls. All unanswered and abandoned calls are filtered out. To put it in perspective, the auto dialer helps increase outbound calls and talk time and minimizes idle time. In fact, statistics show that the auto dialer can increase agents’ calling capacity by 7.5

Real estate 76

Real estate CRM Banking Outbound sales 76

ViiBE Blog

MAY 4, 2021

Customers expect the same level of service as in person, so it is crucial to measure your call center’s overall performance as well as your individual agents. 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.

First call resolution 52

First call resolution Call Center virtual call center call center software 52

Mindtouch

JUNE 7, 2018

Regardless of what motivates the call for reducing customer effort —be it survival, a genuine interest in customer well-being, or some mixture of both—getting to know customers better requires more than empathy. The call center is bogged down. It’s a common problem plaguing call centers of all sizes.

Journey mapping 60

Journey mapping Customer effort Self service Call Center 60

ViiBE Blog

APRIL 26, 2021

Customer satisfaction should be the number one goal of your contact center. By organizing these resources into centralized knowledge bases, your agents can access the latest information in real time. ViiBE’s ticketing solution uses tags to organize different calls under one related issue. Invest in new technology.

virtual call center 52

virtual call center call center software Contact Center Call Center 52

JustCall

FEBRUARY 23, 2021

Sales, support, and call center agents are bound by multiple manual tasks during their working hours. With VoIP phone systems, you can make calls using an internet connection. You need a business phone system to make and receive calls. It automatically saves the call and customer details into the CRM software.

voip 52

voip CRM Analytics Metrics 52

OctopusTech

SEPTEMBER 12, 2018

Outsourcing, at first glance, seems like an appealing idea especially when you look at all the benefits that tag along, benefits such as saving you tons of money, resources and often times, a great deal of stress. Today’s call centers are basically made to tailor their services in order to meet your needs.

outsourcing 72

outsourcing Customer Support Call Center Best practices 72

JustCall

JULY 28, 2021

From cold-calling and emailing prospects to closing deals , sales managers keep an eye on all these daily sales operations. You can tap into call analytics and email analytics to find out how agents are doing. You may also want to get real-time insights on your agents' performance with tools such as call monitoring.

Best practices 52

Best practices Sales Management Coaching 52

aircall

JUNE 6, 2017

The benefits of having your call center software integrate with your CRM. CTI helps service teams reduce call handle times and increase first call resolution rates by providing the agents with the information they need to resolve customer issues. Number that the client called. Better monitoring and tracking.

Interactive Voice Response 48

Interactive Voice Response CRM First call resolution call center software 48

aircall

SEPTEMBER 26, 2022

View sales analytics that tracks the performance of your entire call center in one place with custom filters and an intuitive dashboard. Let nothing slip through the cracks with key sales metrics such as average call time , missed call rate, wait time, and response time. . “By Accessing real-time sales analytics.

Analytics 48

Analytics Sales Metrics CRM 48

Eptica

FEBRUARY 13, 2019

In this blog, I’m going to give a bit more details on how two customers in different industries have realized ROI on their investment. That not only caused people to drop out of the process but also lead to a greater number of phone calls from consumers chasing for a response. million customers.

Surveys 62

Surveys Feedback Metrics Best practices 62

aircall

FEBRUARY 1, 2021

When you have a business to run, one of the biggest decisions you have to make is how much time, money, and effort you want to invest into your sales team training to empower your sales reps to perform at their very best every time they make or receive a call. . Before Making a First Call .

Best practices 62

Best practices Sales Call Center Coaching 62

JivoChat

JUNE 29, 2023

In this blog post, we’ll delve into the key strategies that successful E-commerce entrepreneurs and key opinion leaders employ to create an unforgettable brand experience. User-centered Website Design You need to create a user-centered website design to create consistent brand messaging.

Analytics 88

Analytics Chatbots Feedback Surveys 88

Nicereply

FEBRUARY 14, 2020

This behavioral economics theory is called Prospect Theory. Awkward confession: I collect examples of customer support sites that I like, and grabbed this one in August 2016 without tagging it properly. Let’s just call a bot a bot. In a previous role at EasyBib, she placed the company refund policy in a Help Center article.

Accountability 84

Accountability Chatbots Benchmark Customer Support 84

aircall

JUNE 30, 2021

He pitched his idea for a video doorbell, called Ring, and investors promptly rejected him. Ideally, your contact centers should have a low turnover rate. For example, your customer support agents should learn how to transfer a customer’s phone call to another coworker without having the customer repeat their information and concerns.

Customer retention 62

Customer retention Customer advocacy Wait times Brand ambassadors 62

Vistio

FEBRUARY 1, 2022

With over 16 years of building and leading customer service and experience teams, she is also the co-founder of a customer service blog, CustomerServiceLife.com. Where is all that knowledge held so it can be accessed by your team? What do you think are some of the biggest misconceptions about, specifically contact center agents?

Contact Center 52

Contact Center Customer Service Morale Engineering 52

LiveChat

JANUARY 14, 2020

It’s called Woven City and, according to Toyota Newsroom, it “will serve as a home to full-time residents and researchers who will be able to test and develop technologies such as autonomy, robotics, personal mobility, smart homes and artificial intelligence in a real-world environment”. It would be situated at the foot of Mt. Image: Toyota).

Automotive 64

Automotive Technology Coaching Personalization 64

aircall

AUGUST 11, 2021

Choosing call recording software is difficult, to say the least. You’ll also have to decide if you need the most expensive one with all sorts of bells and whistles or if you can settle for an affordable one that’s more suited for basic call recordings. 6 Elements to Look for When Choosing Call Recording Software. Call Tagging.

Technology 114

Technology call center software Customer centricity Call Center 114

AWS Machine Learning

MAY 23, 2023

Team spaces help teams structure, organize, and share work, so every team member has visibility into institutional knowledge and access to the information they need. Data Center (self-managed) – Here, you host Confluence on your infrastructure, which could be on premises or the cloud. Basic knowledge of AWS.

APIs 81

APIs Accountability Enterprise Personalization 81

Spearline

AUGUST 24, 2022

In this blog we will learn how to watch for that swerve and build WebRTC media muscle by controlling the complaint and employing our best wrestling moves on the shifty. The tag-team. As we touched upon in the introduction, WebRTC media quality variables are a disparate tag-team composed of both the submissive and the slippery.

Transportation 97

Transportation Benchmark Engineering Contact Center 97

JustCall

MARCH 9, 2021

In this blog post, we will be covering the different functionalities of the JustCall- Keap integration that contribute to seamless workflows. As a Keap (previously called InfusionSoft) user, you understand how time-consuming constantly switching between the CRM and phone system is. million calls and 4.5 Want to know how?

CRM 52

CRM Accountability Call Center Sales 52

Interaction Metrics

JULY 10, 2023

The first step in analyzing any large unstructured dataset is called “tagging.” ” Whether you’re using AI or a team of researchers to analyze your data, the tagging process is the same – and it requires human input. Tagging is tagging. Does every comment need to be tagged?

B2B 48

B2B Customer Experience Chatbots Feedback 48