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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ViiBE Blog

MAY 13, 2021

Regardless, similar technology is critical to the proper functioning of the call center. No matter the kind of call center, ensuring a positive call center experience is crucial to a customer’s experience with a company. So what exactly do call centers do?

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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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SharpenCX

FEBRUARY 4, 2021

Creating agent schedules Reporting on call center metrics Regular agent coaching and training Hiring and onboarding new agents Handling escalations Performance reviews. Keep in mind, most call centers typically spend 60-70% of their budgets on FTE costs, covering wages and salaries for employees.

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Serenova

OCTOBER 7, 2020

To overcome the challenges of managing a remote workforce, while maintaining the customer service experience for your customers, you need the right technologies and policies in place to support your teams as they navigate the transition. Macro-manage the customer experience.

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Tenfold - Contact Center Blog

NOVEMBER 30, 2017

Reduction in agent turnover – By matching workload and the workforce, the call center experiences less service level volatility, leading to a more predictable work experience for the agents. Application leaders responsible for contact centers must match investment planning with operational and business goals”.

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