call center software, Knowledge Base and virtual call center

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How to Track Remote Team’s Call Performance: A Guide for Sales and Support Leaders

JustCall

OCTOBER 19, 2023

In this guide, we will dive deep into the most pressing challenges of tracking your remote worker’s calls and ensuring quality support. Top-6 Challenges in Virtual Call Center Management Virtual call center management is only possible if the contact manager is able to juggle multiple tasks and team members at once.

virtual call center

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Three Ways Call Centers Can Reduce Average Wait Time

JustCall

MAY 14, 2024

Forecast customer demand Looking at historical data for how many calls you receive, when you receive them, and the team’s average handling time can help you plan staffing better. If demand is seasonal, consider investing in part-time resources and giving agents a WFH option (of course, you’ll need a virtual call center setup for this).

Wait times

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How to Optimize Call Monitoring: Automate QA and Elevate Customer Experience

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Best 10 Tools Every Support Manager Must Know

Nicereply

NOVEMBER 16, 2022

This includes purely support-focused tools —like your ticketing software—as well as other productivity tools that will help you be better at your job. Knowledge base software (for customers and agents). Knowledge bases are one of the most popular self-service solutions out there. Example: Helpjuice, Stonly.

Management

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How to Optimize Call Monitoring: Automate QA and Elevate Customer Experience

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What is call center technology?

ViiBE Blog

MAY 13, 2021

So, in a nutshell, a call center connects the customer with the company and ensures an ongoing positive relationship. Which software is used in call centers? Different solutions exist for different kinds of call centers. Some solutions are cloud-based, while others may require a software download.

Call Center

Call Center Technology virtual call center Interactive Voice Response

BPO Call Center: How to Outsource (And is it Worth it?)

Babelforce

JULY 8, 2021

If you don’t, you’re either setting up a virtual call center or adding the cost of new office space to your outgoings. Luckily, there is another option: using a BPO call center. If you choose this route, you’ll outsource all or part of your contact center operations to a third party. Ordering support.

outsourcing

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How to Leverage Call Metrics to Improve Call Center Performance

aircall

MARCH 12, 2021

It’s essential to track call center performance to gain insight into how your customers perceive your sales and support services, so you can improve and adapt to their needs. The key ingredients to improving call center performance? Call metrics and KPIs. Missed calls. Call frequency. Conclusion.

Call Center

Call Center Metrics First call resolution call center software

What is Average Handle Time (AHT)?

ViiBE Blog

MARCH 18, 2021

AHT is often calculated automatically by call center software making complicated calculations with large amounts of data. AHT is usually found on the manager’s dashboard of call center software. Individual agents may be able to see the metric too, depending on the software. Alternatives.

Average Handle Time

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What is the call center experience?

ViiBE Blog

APRIL 8, 2021

Knowledge management. Knowledge management is key to keeping your call center agents up to date on the latest procedures and guidelines. By integrating a centralized knowledge base such as ViiBE’s knowledge management solution , you can redistribute know-how throughout your organization.

Call center experience

Call center experience Call Center Average Handle Time call center software

6 tips to improve your IT support

ViiBE Blog

APRIL 26, 2021

Implement a centralized knowledge base. Knowledgeable employees are a critical resource for any company, but all too often, their knowledge leaves with them. By organizing these resources into centralized knowledge bases, your agents can access the latest information in real time.

virtual call center

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What is first call resolution?

ViiBE Blog

MAY 4, 2021

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. Measuring FCR can be done manually or by call center software such as ViiBE.

First call resolution

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7 Steps to Improve Customer Satisfaction as a B2B Business

Nicereply

JANUARY 9, 2023

Alternatively, you can improve the customer experience by building a robust FAQ page/knowledge base. 70% of customers prefer to answer their questions without help, so your knowledge base should contain answers to at least the most frequently asked questions. As a bonus, this also directs more traffic to your website.

Omni-channel support

Omni-channel support B2B Interactive Voice Response Feedback

What Working in a Call Center Is Really Like

Expivia

JUNE 10, 2022

Usually, calls like these aim to create product awareness, generate sales, and raise funds for the company. Work-from-home call center : also known as a remote call center , instead of working on a traditional floor, you use a virtual call center software. Knowledge Base.

Call Center

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How to Start a Virtual Call Center 101

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?

virtual call center

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Sales Team Training: Best Practices to Empower Your Sales Reps

aircall

FEBRUARY 1, 2021

Then, develop ways for sales representatives to access sales training materials, such as a knowledge base. Be sure to update your knowledge base often. . If you have an on-site call center, it’s easy enough to hang posters around your facility that promote your messages.

Best practices

Best practices Sales Call Center Coaching

Call Center Technology Trends Every Business Leaders Must Know

Hodusoft

DECEMBER 16, 2022

Today call center software produces real-time performance reports that offer actionable insights to businesses. These insights assist businesses in examining hourly call volume data to mark the attendance of agents during operating hours, and ensuring 24*7 customer support if called for. Talk to Our Expert!

Call Center

Call Center Technology call center software virtual call center

4 Ways to Measure & Improve Call Center Productivity

aircall

AUGUST 29, 2022

Some tips for better self-service: Create a FAQ page or a knowledge base for the most common questions . Virtual call centers are a far cry from traditional call centers. Find the best call center software to empower your agents so they can perform their best every single day.

Call Center

Call Center virtual call center call center software Self service

Call Center Management: Challenges, Strategies, Tips, and Best Practices

Hodusoft

JUNE 7, 2024

The way a call center is managed goes a long way in determining its success or failure. In this blog, we have highlighted how call center management can be made seamless using call center software or contact center software while tracking essential metrics and executing standard call center management practices.

Best practices

Best practices Call Center Omni-channel support Management

5 Best Predictive Dialer Software in 2024 [In-Depth Review]

JustCall

APRIL 23, 2024

We’re sure you’ve been on the other end of such calls yourself. A mechanism where AI can pull up customer information and even content from your knowledge base can make the difference. Convoso Convoso is a virtual contact center that’s as helpful for support teams as for sales.

call center software

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Customer Calling Experience: Start Enhancing CX Excellence Now!

Babelforce

JUNE 16, 2022

Good call center technology helps with the above issues. Call center software helps you increase service speed. There is no single feature that makes calls faster. This has the knock-on effect of making agents available for more calls, which reduces service speed even further. . Offer 24/7 help.

call center software

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How to improve customer service with live video support?

ViiBE Blog

APRIL 30, 2021

ViiBE’s knowledge management tool allows you to access past interactions, which it organizes under individual tickets for each issue. Multiple calls from one single customer are organized under one ticket. You can use ViiBE’s knowledge base for quality control as well as for training purposes. ViiBE live video support.

Customer Service

Customer Service virtual call center Call Center call center software

Empowering Your Customer Service Team With More Mobility

Win the Customer

JUNE 5, 2017

Keep your mobile team highly engaged with ongoing virtual meetings. Look to virtual call center software for high-end features suitable for small businesses to large corporations, like call recording, auto attendant and a single communication system to connect everyone in your business.

Customer Service

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Steps to Improve First Call Resolution

LiveChat

OCTOBER 7, 2016

Now to tackle such scenario, the most forward looking approach in the contemporary times is going for a cloud hosted call center. So, going for a virtual call center itself enables the agents to be able to tackle the customer queries in a meaningful manner.

First call resolution

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