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How to Better Understand Customers with Speech Analytics


The advent of new technologies such as the internet and other networks have changed the complete business world. It is becoming very difficult for organizations to work with a loyal customer as the level of dissatisfaction for a particular service is more than the amount of satisfaction earned through one interaction. The tech-savvy customers are defecting to competition on a regular basis. Studies show that “news of bad customer service reaches more than twice as many ears as praise for a good service experience.”

Topics: Call Center Software Call Center Training

'Brexit' And What It Might Hold For Contact Centers

The ‘European Union’ or EU is a political - economic union of 28 member nations (now 27) that are primarily located in Europe. The EU has developed an internal single market through standardisation of laws that allow free movement of goods, services, people and capital within that internal market. All the participating nations abide by these international laws and policies.

Topics: Call Center Agents Call Center Management

How Social Media can be Used to Steer Brand Advocacy

Are you still using conventional methods to generate brand advocacy?

Yes, I am talking about email marketing, word-of-mouth marketing, brochures, banners, etc. Don’t get me wrong, these conventional methods are not bad at all. It is just that if you restrict creating brand advocacy with only these mediums, you’ll lose out to your competitors sooner than you realise.

So, what is the best way out now?

Topics: Industry Challenges customer experience

Digitizing Contact Center: Things you should Care About

Providing exceptional customer experience is the only source of sustainable differentiation in the competition to win the tech-savvy generation of customers, and the only way for contact centers to achieve this is through digital transformation. Nowadays, digital technology is affecting everything including the contact center. Customers’ demands and expectations are changing and they have a lot more power and control than before. Increased comfort with technology and high usage of digital channels are making the customers expect greater business transparency and corporate responsibility. They want digital self-service, mobile and social media engagement as they navigate between different channels.

Topics: customer experience

"Top 10 Telephone Skills to be your Customers’ Favorite"

Just like customer service, basic telephone skills are important for everyone in an organization. Everyone from the CEO on down – not just customer service representatives and receptionists – needs to know and use good telephone skills. Knowing how to greet a caller and have an effective conversation builds stronger relationships with both internal and external customers.

Topics: Customer Service customer experience

5 Top Reasons Why Loyal Customers Desert a Brand

Do you often boast of a loyal customer base?

I am sure you have toiled enough to earn a handsome number of customers for your brand, and these customers will stick with your brand for a long time.

Or is that what you as a brand manager have been led to believe, all these years?

Topics: Customer Service Omnichannel

5 Ways to Improve Call Quality Monitoring Practices

Call quality monitoring just does not involve doing a quality check of the daily recorded calls handled by your call center agents. It is a much complicated process which is imperative for your business’s growth.

Call quality monitoring takes into account actual facts and figures. It includes carefully tabulating the dos and the don’ts and subsequently doing a rain check to assure the same. If your call center agents are handling a daily average of 100 – 200 calls, it is important that you start emphasising upon the importance of having a great call quality monitoring system in place.

Topics: Customer Service Call Center Agents Call Center Software Call Center Management Call Center Training

Making the move from Multichannel to Omnichannel Contact Center

Mr. Henry was ordering food with the help of a food delivery app, but got stuck due to an error while making payment. Eventually his money was received by the app but the order was not confirmed. He thought to interact with the customer support agent using the live chat feature, but the option was not available. He tried calling the customer support department, but the queue was so long that he decided to try another option. Finally, he made a post on the Social Media page of the company, but did not get any response even after 5 days.

Topics: Customer Service Call Center Management Omnichannel

Why You Should Rethink Your Social Customer Service Strategy [Infographic]

With the advancement in technology and people becoming more tech savvy, organizations are making a shift towards a more strategic customer oriented program. The new age customers are informed  and expect quick resolution to their queries. The traditional communication process has been replaced by various channels like social, email, mobile, chat, etc. In brief, omnichannel communication has conquered the world of customer service where businesses focus more on improving customer retention and building brand loyalty. Social customer service is one of the strategy that has changed the way businesses interact.

Topics: Customer Service customer experience

15 Ways to Deliver Amazing E-commerce Customer Service

E-commerce is a tough business. It can be hard to stand out from the crowd and differentiate your brand from all the others, especially if you sell similar products. However, there has been one big way that’s been shown to make the real difference to consumers when they are shopping.

"Customer service"

Topics: Customer Service Industry Challenges

A 10 Step Guide to Plan the Gen-Next Customer Engagement Hub

Customer engagement is a tricky phenomenon. It just cannot be simply put out in a one line definition for users to comprehend and implement to enhance customer engagement.

It is an end-to-end approach which incorporates careful consideration and evaluating resources to utilise their full potential. It is about seamless integration to amplify customer experience across channels and departments, to overcome huge gaps within an organizational setup, and setup a customer engagement hub.  

Topics: Customer Service Call Center Management Call Center Training customer experience

Why Call Tracking is Gaining Spotlight in Contact Centers

We have heard a lot about call centers focusing on key performance metrics as a part of their daily operational activities. However, effective performance measurement is not just essential to the success of an organization but also shows the authenticity of a well designed strategy.

There are many ways to measure the KPI of call centers. Call tracking is one such process which helps call center managers and supervisors to measure the call handling process of agents.

Topics: Customer Service Call Center Software

Top 10 Call Center Quality Assurance Best Practices

Your customers have the option to switch among multiple options. They can be move away from your brand, your product, and services in the blink of an eye. They have nothing to lose. You do.

According to a recent market study - it takes 70% more effort (in terms of monetary value and otherwise) to acquire a new customer, over retaining an old one. The competition is so steep and cut-throat, that one bad move or a little negligence can lead to severe downfall in the statistics of your customer base.

Topics: Call Center Agents Call Center Software Call Center Management Call Center Training

Enhancing Customer Experience through Contact Center Analytics

Today, customers demand personalized attention and quick response to their queries. To cater to their growing demands, contact centers need to deliver top-notch services consistently. Providing quality customer service is also crucial to stand out of the competition and build a solid reputation. Regardless of the size and industry, companies should consider all possible ways to update, modernize and improve their customer service programs.

Topics: customer experience

6 Most Prevalent Call Center Mistakes and How to Fix' em

I am the kind of person who likes to be treated well, whether at a departmental store or during a call with a customer care agent. Let me take you through one of the situations where I had to face the worst experience while making a transaction.

Topics: Call Center Agents Call Center Management

Outbound Call Center Software to Your Agent’s Rescue

There’s one thing which is strikingly similar in everyone’s life these days. Everybody is busy. Everyone have their to-do list for every day. In such a scenario and a fast-paced life, it can often become easy to be left behind and miss out on important opportunities and goals.

The Problem - While you adoringly set your call center’s agents targets and push them to keep up with building rapport with prospects, sometimes it just doesn’t happen. No matter how many calls they make, they cannot reach soaring heights. They cannot keep up that quickly to please all your customers. And as much as it annoys you, it annoys them too. No one likes to be frequently reminded about how they are not doing a great job.

Topics: Call Center Software Call Center Management Omnichannel

10 Phone Tips to Deliver Exceptional Customer Service [Infographic]

Good telephone manners are the secret to success for customer service agents.  As no face-to-face communication is involved, there is a high probability to get ignored or dismissed by the customer if proper telephone etiquettes are not displayed. It is easy to misjudge the situation, even if the service representative is empathetic and a careful listener, as the caller’s voice and words are the only indication of how he is feeling.

Topics: Customer Service customer experience

Call Routing - Let Me Connect You To The 'Right Department'


It can get pretty tiring to be hooked to the phone and silently (with frustration) wait for someone to say the world’s most overused and monotonous words – “Hello! How may I help you?”

So, if you have ever been on the other side of the call, and if you have had the opportunity to be so frustrated with that repetitive music playing while waiting for an urgent query to be addressed, you would absolutely agree with me on this one.

Topics: Call Center Agents Call Center Software Call Center Management

Drishti-soft Solutions (Ameyo) Receives Honorable Mention in "Gartner Magic Quadrant" for Contact Center Infrastructure, Worldwide

Drishti-soft Solutions (Ameyo), a leading contact center technology and customer experience expert with practice leadership in more than twelve industry verticals is proud to announce that it has received an honorable mention in the 2016 Gartner Magic Quadrant Report, released on 19th May, 2016, for Contact Center Infrastructure, Worldwide (CCI). This is the second year in a row where Ameyo has received an honorable mention in the Gartner Magic Quadrant.

Topics: Newsroom