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How Insurance Companies can Benefit from IVR Software

Posted by Francis Cyriac on Jun 29, 2015 2:57:58 PM

Insurance companies need to change the public’s opinion and take control of their own complex operating environments. Insurance companies should inculcate a culture that demonstrates a commitment to clients by consistently delivering outstanding customer experience while eliminating complexity and dissatisfaction - a major turn-off for customers. The winners in this industry are companies that institute customer-centric solutions, like voice-based and web-based self-service portals that prioritize customer needs. Companies should focus on self-service IVR software - a proven technology that brought down operational costs and leveled up agent productivity and customer satisfaction.

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Topics: IVR Software

How Proactive Customer Service Mints Money for Banks

Posted by Silky Sinha on Jun 25, 2015 3:37:00 PM

Proactive Customer Service is essentially the practice of reaching out to customers in order to address their problems before they reach out to you. Due to ongoing shift in customer demographics and behavior of Gen-Xers who mostly rely on email, social media and text messages, proactive care can increase brand loyalty and advocacy as well as reduce call center inbound call volume.

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Topics: Contact Center Best Practices

Ameyo implements the First of its Kind Contact Center for Visually Impaired Workforce

Posted by Ameyo team on Jun 24, 2015 11:00:00 AM

Gurgaon, June 24, 2015: Contact center technology provider and customer experience expert, Ameyo (www.ameyo.com) is pleased to announce the first of its kind contact center implementation for the visually impaired workforce of Vindhya E-Infomedia Private Limited, an IT and ITES provider based in Bangalore, India.

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Topics: Newsroom

What are the Root Causes of Bad customer Service?

Posted by Shaista Haque on Jun 19, 2015 3:38:00 PM

Customers are the crux for any Organization. Understanding the significance of good customer service is essential for a healthy business in creating new customers and retaining the old ones. Good customer service involves budding bonds with customers, ultimately leading to long term relationships. It creates advantages for both customers and the business alike. The Customer gets benefited because the business is providing a service that meets their needs and the business gets benefited because satisfied customers are likely to be repeat customers.

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Topics: Customer Engagement, Contact Center Best Practices

10 Questions to Ask When Evaluating your Call Center Software

Posted by Francis Cyriac on Jun 19, 2015 10:30:00 AM

 

Selecting the right call center software is serious business, because the quality of service you offer to your customers highly depends on the technology you have. And since the market is packed with call center software providers of various types - on-premise, cloud, hosted and browser-based technologies, it can be a herculean task to sift through the options and find the right solution that fits your needs.

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Topics: Contact Center Software

Quick Tips: How Not to Annoy your Customers with a Predictive Dialer

Posted by Sam Alexander on Jun 18, 2015 6:47:25 PM

We all know that predictive dialing can enhance an agent’s productivity by 150% to 400%. But there is a hesitation in certain pockets of the industry to use this technology because a predictive dialer brings in high call drops, meaning the customers pick up the call but the system does not have any free agent to connect the call. This results in call drop which makes the customer furious .......!!!  You would not want to call the customer the same day as you might hear “DO NOT CALL ME” or “TAKE ME OUT OF YOUR LIST”.  Effectively this means you lost a sale just because your technology which should have helped you make the sale did the opposite by annoying your customer.  

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Topics: Predictive Dialer

Top Contact Center Technology Trends of 2015

Posted by Silky Sinha on Jun 18, 2015 2:35:00 PM

As customer expectations continue to rise, organizations need to focus on quality customer service and leverage it as a competitive advantage to increase customer engagement and increase sales. But to keep pace with their expectations, contact centers must implement continuous improvements and innovations critical to customer satisfaction and business performance.

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Topics: Contact Center Best Practices

Savaari Car Rentals Chooses Ameyo to Spearhead Customer Journey

Posted by Ameyo team on Jun 18, 2015 2:10:00 PM

Gurgaon, June 15, 2015: Ameyo (www.ameyo.com), a leading provider of customer experience and contact center technology, today announced that Savaari Car Rentals, a leading online cab booking aggregator in India has chosen Ameyo Customer Engagement Hub to streamline customer and driver interactions and ensure a cohesive customer experience.

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Topics: Newsroom

Contact Centers- Go Digital or Die

Posted by Francis Cyriac on Jun 12, 2015 2:52:00 PM

 

Contact centers have gone through an irreversible evolution over the last decade. Businesses have embraced the concept of omnichannel contact center so that they can connect with customers on their terms. And Digital channel - in the form of email, web chat, social media, and self-service channels continues its burgeoning growth as a popular customer engagement model.

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Topics: Multichannel, Contact Center Software

Quick Tips: How to Reduce Call Abandonment Rates

Posted by Sam Alexander on Jun 11, 2015 6:14:00 PM

 

It should come as no surprise that call abandonment rates is on the rise, as call centers are being asked to do more with less, while facing increasing call volumes. At one of my free consulting sessions with a contact center manager, he asked me what can be a solution to reduce abandoned calls - a situation where there are multiple calls waiting to be answered by agents in the queue,  the customers gets impatient and drops off. A high call abandonment rate is a sure sign of customer frustration. This can be a serious turn off for your customers and digs holes into the SLA of your contact center.

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Topics: Contact Center Software

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