ViiBE Blog

MAY 4, 2021

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. So, in concrete terms, what does FCR show you about your center? FCR stands for First Call Resolution.

First call resolution 52

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

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. How do you describe a call center experience?

Call center experience 52

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

Fonolo

MAY 16, 2023

But without proper data analysis and interpretation, contact centers – and the businesses they serve – may not reach their full potential. Call center analytics provide valuable insights that can help organizations improve their operations and customer experience. Every contact center uses them.

Call Center 91

Call Center Analytics Abandon rate First call resolution 91

JustCall

AUGUST 19, 2021

It filters calls using preset parameters and serves two major purposes: a. Connects customers with agents of the correct domain having the right experience and expertise. Gets callers answered right away creating positive customer experiences. Efficient Call Routing with Call Queuing. Let's see how?

Call center experience 52

Call center experience Call Center Abandon Call Abandon rate 52

SmartAction

NOVEMBER 22, 2023

Artificial Intelligence (AI) provides an unprecedented opportunity to revolutionize the call center experience for the 59% of your customers who prefer telephone communication. We’re not talking about the time-consuming interactive voice response (IVR) of the past that provided a less-than-optimal customer experience.

Contact Center 90

Contact Center Interactive Voice Response Virtual Agent Management 90

Fonolo

JUNE 3, 2021

Call queues and hold times are a traditional part of the call center experience. as modern customer expectations evolve, businesses must change their service approaches accordingly. That’s where call-back technology comes in. Call-backs can be used tactically for maximum impact.

Technology 136

Technology Abandon rate Interactive Voice Response Call Center 136

Global Response

MARCH 1, 2022

Are you looking to make sure call center agents are equipped to handle each call as efficiently as possible? Then you may want to look at average handle time and first contact resolution. Example #1: Call center KPIs for a retail business. First contact resolution. Agent turnover rate.

Call Center 62

Call Center Metrics Average Handle Time Abandon rate 62