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?

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

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TeleDirect

AUGUST 25, 2022

There are many services that a BPO call center can offer your business, the most common being: 24/7 call answering. Lead response management. For example, our healthcare BPO call center services include benefit inquiries, patient surveys, preventive screenings, enrollment and Medicare assistance.

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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?

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ViiBE Blog

MAY 4, 2021

Measuring FCR can be done manually or by call center software such as ViiBE. ViiBE makes tracking FCR and other call center metrics in real-time easier than ever. You can manage ViiBE’s virtual call center remotely from anywhere in the world using the built-in KPI trackers that measure FCR in real-time.

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SharpenCX

FEBRUARY 4, 2021

Once you’ve named your business needs and decided to start a call center or scale your service org, it’s time to tap the right leaders. Will you have managers and supervisors? What about trainers and WFM managers? Rather than hiring for years of experience, American Express expanded its talent pool.

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Serenova

OCTOBER 7, 2020

According to CIO.com , many have “[struggled] to replicate their CX working environment, including the proper hardware and software necessary to provide call support” in a WFH context. Here are seven tips for elevating the call center experience for both your remote call center agents and your customers: 1.

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