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

MAY 13, 2021

These centers communicate with customers exclusively by making and receiving telephone calls. The software running these centers can vary, but important metrics are Average Handling Time , First Call Resolution Rate, and Net Promoter Score. Contact Center. Virtual Call Center.

Call Center 52

Call Center Technology virtual call center Interactive Voice Response 52

aircall

MARCH 12, 2021

Make sure your call center managers share the company’s overall goals with their agents to give them a sense of the big picture as well as their individual role in the business’ success. Below are some of the most common (and important) call tracking metrics that you can learn from to improve call center performance.

Call Center 62

Call Center Metrics First call resolution call center software 62

Callminer

DECEMBER 17, 2019

When dedicated call center agents are focused exclusively on handling calls, there’s often an improvement in important call center metrics like first call resolution. Large-sized call centers: 44%” – Michael Mahoney, Call Center Attrition Rates , Avoxi; Twitter: @AVOXI.

Call Center 207

Call Center outsourcing Contact Center Finance 207

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 52

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

LiveChat

OCTOBER 7, 2016

After a customer calls for a support, it totally depends on the efficiency of the call center, how effectively the customer gets a plausible response. First call resolution (FCR) happens when a doubtful customer is converted into a convinced one on his very first contact. Training the agents well.

First call resolution 61

First call resolution virtual call center call center software Call Center 61

Fonolo

NOVEMBER 17, 2020

Therefore, companies will increasingly adopt virtual call centers due to improved security and efficiency. While cost reduction is typically the main factor when investing in an enterprise solution – it’s no longer the sole motivator for moving to Contact Center as a Service (CCaaS). Improving Average Handle Time (AHT).

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176