ViiBE Blog

MAY 13, 2021

Call center technology refers to these different software and hardware tools used to run a call center. Management systems keep track of call volume, route incoming calls, and perform data analytics in real-time. So what exactly do call centers do? What does a call center do?

Call Center 52

Call Center Technology Contact Center Net Promoter Score 52

Kustomer

AUGUST 8, 2022

Steve Richards: (02:29) Yeah, so the thing is with customer experience, so many call centers and contact centers have done a lot — omni-channel communication, they’ve done a lot to be able to measure and understand more what’s going on within customer experience right now. I get a kick out of it.

Customer Service 98

Customer Service Call Center Contact Center Measurement 98

Kustomer

JULY 16, 2020

Yeah, so the thing is with customer experience, so many call centers and contact centers have done a lot — omni-channel communication, they’ve done a lot to be able to measure and understand more what’s going on within customer experience right now. We want to try to do first call resolution.

Customer Service 52

Customer Service Call Center Contact Center Sales 52

Pointillist

MARCH 1, 2019

Using customer journey analytics, you can integrate your structured data (website, CRM system) with your unstructured data (transcripts from web chat, audio call recordings, chatbot transcripts). Discover Cross-Channel Customer Service Journeys to Understand Where Calls Originate From Customer behaviors vary across different channels.

Call Center 75

Call Center Effort Score Customer Satisfaction Customer Journey 75

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A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

Contact Center

Pointillist

MARCH 1, 2019

Using customer journey analytics, you can integrate your structured data (website, CRM system) with your unstructured data (transcripts from web chat, audio call recordings, chatbot transcripts). Discover Cross-Channel Customer Service Journeys to Understand Where Calls Originate From Customer behaviors vary across different channels.

Call Center 40

Call Center Effort Score Customer Satisfaction Customer Journey 40