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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. To calculate FCR uses the following formula : This formula shows the percentage of calls where the customer’s issue was resolved without needing a follow-up call.
aircall
JANUARY 27, 2021
With so many people needing to work remotely, you may be wondering how to start a virtual call center , and if so, how to do it right. Many companies are following the trend by switching their on-site call center to a totally virtual call center. What Is a Virtual Call Center?
aircall
OCTOBER 7, 2016
Naturally, call center team members must be able to operate as a cohesive unit. Call center software providers are well aware of this, and strive to develop tools to let call centers, onsite and remote alike, run like well oiled machines. Possessing a calm and personable manner.
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