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Best Practices to Monitor Customer Churn Rate [Infographic]

Customer churn rate is considered as a growth decelerator and has a direct impact on customer lifetime value and growth of the business. Measuring customer retention rate can help in increasing customer satisfaction score and building customer relationships, but what can be really done for improving the customer churn?

Topics: Contact Center Best Practices

5 Best Practices for Call Center Management

Adapting best practices in a call center has become a matter of strategic importance for organizations. However, they do not bring in revenue directly; they do contribute to the company’s goals in many valuable ways, most notably in fortifying the company’s brand and in increasing customer loyalty.

Topics: Contact Center Best Practices

5 Customer Service Myths Busted [Infographic]

Good customer service has always been a game changer, but once you get down trying to define what goes into it, not everyone lands on the same conclusion. Many companies will already have great customer relationships, but the main question remains that how constantly is your company looking for opportunities to nurture the existing customer relationship. Good customer service is as simple as solving problems and offering solutions, but if not focused in an expedient manner then the customer relationship might stagnate.

Topics: Contact Center Best Practices

10 Ways to Prevent Call Center Agent Burnout

In one of my previous blogs, I talked about “10 Reasons behind Call Center Agent Burnout”. The highly demanding nature of call center agent’s job and tough work schedule result in overwork and stress and ultimately lead to burnout. Constantly interacting with customers to resolve their queries is likely to be very stressful. It can result in lack of motivation and decrease in productivity. Moreover, too much work can lead to long-term absence due to stress-related illness and eventually force them to leave the company, increasing call center attrition.

Topics: Agent Engagement

7 Advantages of Implementing CTI in a Contact Center

Computer Telephony Integration (CTI) is a technology that enables a computer to control a telephone i.e. the user can easily make calls without even touching an actual telephone. The most common application of CTI is a “screen-pop” that has the ability to populate the computer screen with caller information and history. It allows for routing of calls to the most appropriate agent, placing the caller on hold, transferring the caller to another department and so on by fully utilizing technologies such as IVR, Automatic Number Identification (ANI) and voice conferences etc.        

Topics: Contact Center Software

How Call Center Services benefits the Healthcare providers

Call centers have been the backbone of various different industry verticals. Contact centers not only enables better management of business, but also helps in providing better customer service. Undoubtedly, call center services offers an extensive range of benefits to organizations. In healthcare, connecting effectively with service providers through multiple channels of communication is the key towards  implementing better patient experience and minimizing costs. Optimized call center operations can play a crucial role in achieving these goals.

Topics: Contact Center Best Practices

The 7 Golden Rules of Call Center Agent Training

Adding young talent might be an edgy situation for a call center because few recruitment rounds cannot determine a candidate’s efficiencies and abilities. Despite the fact, new agents are repeatedly hired by call centers. To expel the chance of a risk, inexperienced reps are given training, by their respective managers before introducing them to the clients.

Topics: Agent Engagement

Tips for a Stronger Customer Engagement in the Digital Age


Make a customer, not a sale,” said Katherine Barchetti. Barchetti’s featured customer satisfaction quote makes sense in the overall perception of having a successful business. Companies that apply customer-centric approaches yield higher sales(63%). In order to have satisfied customers, engaging with them will get you a long way. But, what are the most effective customer engagement methods that guarantee real results? How do we maximize digital means to get more clients?

Topics: Customer Engagement

Top 10 Predictive Dialer Must-Haves

What was once a mundane, manual and tiring process in call centers is now fully automated and efficient with the emergence of Predictive Dialers. Predictive Dialers revolutionized the way contact centers perform outbound campaigns. Contact centers enjoyed exemplary growth in sales, profits, agent productivity, and customer satisfaction. This led to the explosion of predictive dialer platforms flooding the industry. With so many dialers, it becomes difficult for organizations to choose a really good one. Predictive Dialers are not all created equally, and in this post we are going to take a look at what a Predictive Dialer is, and what to look for in one. Let’s get started.

Topics: Predictive Dialer

15 Difficult Customers tackled by Call Center Agents [Infographic]

Call center agents and customer service representatives deal with a lot of customers in a day. A stressful job to say the very least. But to make matters worse, a lot of customers that call in are not exactly rays of sunshine. A few have a certain charm of getting under people’s nerve and the agent has got to deal with them.  

Topics: Contact Center