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5 Common Omnichannel Customer Service Mistakes that you Must Avoid

Customers do not distinguish between channels while reaching out to a company. They simply want to find the solution to their issues and answers to their questions no matter which channel they choose to engage with you. Be it mobile, voice, text message, chat or social media, customers expect to have a flawless experience. They might start a conversation on one and continue on another and do not wish to repeat the information already provided, thus blurring the lines between channels.

Topics: Customer Service Omnichannel

5 Dumbest Things Call Center Agents do to Irk Customers

Calling has always been an integral part of a contact center, and unsurprisingly call center agents take center stage in any call center. This is one undeviating fact that is not going to change, irrespective of the advancements in technology.

In precise words, call center agents are the face of customer service for any firm, and many decisions made by customers are influenced with the manner agents handles calls. Therefore, it is no biggy that they are the ones who sway significant bucks for businesses.

Topics: Customer Service Call Center Agents Call Center Training

5 Key Advantages of Universal Queue in Call Center

Omniqueue or universal queue is an ever widening concept in the contact center space. With the increase in customers expectations organizations have increased the channels of interaction but at times it becomes difficult for agents to switch between different interfaces for handling multiple channels.

Topics: Call Center Management customer experience

Your Guide for Unlocking the Right Answers to Customer Experience

Another glorious week has passed and I sincerely hope that your knowledge about customer services and customer experience has gained momentum. If you have had the chance to take this quiz, you would have dwelled a bit deeper in this tricky world of customer services and how to enhance your customer’s experience.

Topics: Customer Service Call Center Management customer experience

The Startup Handbook to Effective Customer Service and Sales [Free Ebook]

The culture of founding new companies has grown leaps and bounds in recent years. Undoubtedly, startups have changed the face of business and technology globally. We have witnessed many startups hitting it big and making their presence felt on a global level. However, at the same time, countless startups have not been able to survive and fail within no time.

Topics: Industry Challenges customer experience Sales Coaching

Top Call Center Performance Trends you need to know in 2017

Keeping customers at the heart of your core business strategy should be the goal of organizations aiming towards providing an extraordinary experience to their customers. In order to offer superior customer service, organizations have been measuring their call center performance based on different parameters or on some key metrics that are essential for sustaining in this competitive environment.

Topics: Call Center Management customer experience

Think You're Cut Out For Doing Customer Experience? Take This Quiz

‘Customer service experience’ has been and will always be a top-notch parameter for your customers to either pick you or your competitor, in any industry. And this statement is especially true if you are working for, or in a contact center or a call center.

The way you treat your customers, is exactly how they will treat your brand. It is a simple give and take relationship, where you offer them 100% and get your fair share in the bargain.

Topics: Call Center Agents Call Center Management

7 Popular Contact Center Misconceptions And the Truth About Them

“Misunderstanding is generally simpler than true understanding, and hence has more potential for popularity.” Raheel Farooq

Call centers and contact centers usually have a cloudy image in most of our heads. We either think of contact center reps as lowly reps, who don’t give a damn about customer service - someone working odd hours, smoking cigarettes while talking about in-call frustrations, else we mistake them for people who they actually are not. And, it is often ‘the people’ who make a working space productive; a top-notch go to office and much more.

Topics: Call Center Agents Call Center Management Call Center Training

The Six Laws of Customer Experience [Infographic]

It is critical for every customer-driven organization to focus on customer experience to stay ahead in the competition. The six laws of customer experience are fabricated to empower highly effective customer service efforts. These will help a company to take smarter and intelligent decisions on how to treat its customers and how to drive sustainable improvements. In order to improve customer experience, organizations must understand and comply with these underlying realities.

Topics: customer experience

5 Top Customer Service Trends Driving Growth in Contact Centers

The ever-evolving dynamics of the technological landscape is not unfamiliar anymore for most people in this planet. Almost everyone has been influenced by the massive and speedy changes in technology some way or the other.

As a result, the way people chose to interact has also undergone drastic changes over the past few years, and this has overhauled customer service in more ways than describable.

Topics: Customer Service customer experience