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.

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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?

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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.

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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.

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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.

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Fonolo

NOVEMBER 17, 2020

To achieve that within a remote or hybrid work environment, we’re going to see more contact centers reach for a cloud-based technology that drives camaraderie, increases visibility, allows supervisors to coach from anywhere, and enables agents to self-manage.” Find Out the Rest of the Trends: Contact Center Trends 2021.

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aircall

JANUARY 24, 2022

This Aircall study showed that 69% of customers prefer to use the phone when they want to contact you. That said, 91% of those surveyed said they preferred brands that offer multiple customer service options. . Today, customers want and expect more than a basic product or service. Willingness to escalate difficult calls.

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