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. The call center experience is the overall interaction between the customer and the call center.

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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. 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.

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Fonolo

NOVEMBER 17, 2020

As the focus of contact center turns to creating value rather than reducing expenses, KPIs like customer satisfaction and service level will become increasingly favored over metrics like Average Handling Time. Call Centers Will Change in 2020. FCR is the Most Important Metric. of interactions.

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Tenfold - Contact Center Blog

NOVEMBER 30, 2017

Don’t send an annual survey to see if they’re satisfied with your products, contact center or delivery performance. Talk to them regularly at key points in your relationship with them – when they’ve made a purchase, called your contact center or canceled an order.

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