Ameyo Callversations

How to Improve the Call Center Data Quality [infographic]

The success of any call center campaign starts from its data accuracy. Accurate data is the foundation to top-notch customer service. It is estimated that Call center managers spend an average of 20% to 30% of their time scrubbing through bad data. But, how can you insure that your campaign starts off with the right step. Here the infographic by Experian that reveals the necessary steps to improve the call center’s data quality.

Topics: Agent Engagement

5 Reasons to Implement Voice Broadcasting in your Call Centers

Voice broadcasting is a technique that broadcasts a telephone message to numerous customers at once in a very short time in the call centers.

Topics: Agent Engagement

Key Considerations of Customer Effort Score as a Business Metric

The modern era of business has fortified the concept of customer delight which has led to technological transformation in every organization seeking towards achieving business goals. Customer delight has created the need for awesome customer experience. Organizations are focusing more towards creating strategies for improving the service level. But how many times do you think that a customer associates with a brand due to its top class service? How many times the customer comes back to a brand particularly because his query was resolved swiftly? Let me tell you the most important part of the customer lifecycle; they get associated with one brand and then the other.

Topics: Contact Center Best Practices

4 Crucial Benefits of Call Tracking

Call tracking software helps the agents in monitoring and analysing the customer's calls. Call tracking is an easy way to assess the customer’s intelligence and it even helps in tracking the company’s ROI. At the same time it helps in measuring the key performance level of your agents. The few benefits of  call tracking software have been listed below:

Topics: Agent Engagement

How Prepared is your Business for these Customer Service Trends?[Infographic]

When looking to engage your customers into your brand, you might face countless number of challenges because customers are spoilt with alternatives. Here, the call centers come to your rescue and can help you in gaining the client’s attention. But eventually, even the call centers these days are facing several challenges to flatter their customers. The agents can not rely on the traditional methods, where they would only be available on phone. Millennial customers are multichannel users, they expect the call centers to interact with them on their own platform, in whichever they are habituated to. Email, mobile, social and web are their new podiums. So, call centers have to adapt the Gen Y methods to bring customer’s focus. They need to upgrade their technologies and tools to keep pace with the customer’s expectations.

Topics: Customer Engagement

7 Types of Customer Experience Projects You Need to Know

Organizations have long proclaimed that customer experience is a single department’s responsibility manned by customer service experts and underlyingtechnologies. They fail to understand that many companies are running multiple customer experience projects that are parallel to one another with the same objective - to improve customer experience.

Topics: Customer Engagement

Best Practices to Optimize Ecommerce Returns

With only a month left for the grand holiday season to start, e-commerce businesses are focusing more on dates that can record maximum sales. The world has now shifted from desktop and laptops to mobiles and tabs. Be it any e-commerce organization, their aim always revolves around capturing maximum number of traffic to their business. But, sales is just one side of the coin with other being the product returns.

Topics: Contact Center Best Practices

How to Improve Schedule Adherence in Call Centers

Call center schedule adherence is a kind of metric used, in order to determine whether or not the agents are working the amount of time they are intended to. Schedule adherence is important in call centers for ensuring smooth transitions between shifts, but is one of the biggest challenges faced by call centers today. Recently, during a research study it was found out that “a single agent who is regularly ‘short’ on work-time adherence by 20 minutes per day throughout the year, costs the company 83 hours of lost work and $1,000 in wages (based upon an avg. $12/hr.),”. “This extrapolates to nearly 1,000 customer calls not handled by that agent over that same period!”

Topics: Agent Engagement

Theeb Rent A Car Joins Hands With Ameyo to Expand its Customer Support Operations

Gurgaon, November 01, 2015: Contact center technology and services provider, Ameyo is pleased to announce that Theeb Rent A Car, Saudi Arabia’s leading car rental company has chosen Ameyo platform to empower their growing customer service demands with its sophisticated features and functionality.

Topics: Newsroom

How Expensive is Bad Customer Service for your Business?[Infographic]

“It takes 12 positive experiences to make up for one unresolved negative experience,” says Ruby Newell-Legner. What exactly do you think is a long-term impact of a bad customer service? The poor experience of a customer is much more expensive than you think. Gen Y are multi-channel users these days, they are using more channels to communicate. If they come across a bad service they will counterblow. They will not spare your company from spreading bad word of mouth through different channels including social media, which means negative advertisement free of cost. And for their inappropriate experience, customers will switch business as well.

Topics: Customer Engagement