ViiBE Blog

MAY 13, 2021

Customers often contact a call center when they are frustrated or experiencing an issue with a product or service. In the background, entire systems run behind the scenes to manage their call and put them in touch with a representative as efficiently as possible. So what exactly do call centers do?

Call Center 52

Call Center Technology virtual call center Interactive Voice Response 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

Outsource Consultants

NOVEMBER 29, 2021

By being proactive — and highlighting the benefits of remote work — leaders have been able to refine processes and technologies to supercharge their output. Look for essential support functions to remain in office, particularly: In cases of compliance or security, where clients insist on in-office controls.

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Call Center At home agents Brand ambassadors outsourcing 128

Quality Contact Solutions

SEPTEMBER 29, 2021

Assess the state of equipment and technology used to perform job functions. Is the equipment empowering the workforce to be as efficient as possible? The BPO outsourced call center provider must forecast and staff the correct number of resources for the job function. Is the time spent outside of the regular hours productive?

Business Process Outsourcing 98

Business Process Outsourcing outsourcing Call Center Technical Support 98

Quality Contact Solutions

MAY 4, 2021

Here are seven inbound call center outsourcing tips for finding the right partner to support your business. Why do they call? Is it a sales call, customer service, or a technical support call? Is there a need for multi-language support? What are the common issues?

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outsourcing Call Center Calibration Abandon rate 98

Global Response

MARCH 1, 2022

The call center for this business handles a large volume of incoming customer service calls, often related to membership or subscription questions, technical support or general customer service inquiries. That’s why it’s important to measure this as an average across all calls. Average abandonment rate.

Call Center 62

Call Center Metrics Average Handle Time Abandon rate 62

Fonolo

APRIL 16, 2019

In addition to talking ‘call-backs’, he has a confession to make. Actually, I had a knack for technology in general. And like many others, this meant starting out in a call center, answering the phone calls of helpless software users, as a lowly, humble Technical Support Representative (TSR). .

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Call Center Contact Center Engineering Construction 108