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Recent Posts by Guest Author:

How to Create Wow Customer Experience with an Effective Quality Monitoring Solution

Customer service is the backbone of every organization. It helps businesses to improve their brand and consumer relations. It does not matter how much interaction an organization has with its customer base, customer experience determines the level of success it has. Since revenue is often tied to quality and customer service, it is in the best interest of businesses to incorporate quality monitoring solutions to improve their customer service.

Topics: Call Center Management customer experience

Top Eight Keys Of Contact Center Software

Call tracking, call recording, call routing, voice broadcasting, and workforce optimization are some of the key goals that every business’s call center plans on achieving. What if you have a better chance of doing so with contact center software? Different business setup in Dubai are experiencing this software and declaring it as a must-have tool for better business management.

Topics: Call Center Software contact center

Simplicity: How to Avoid Customer Confusion in Omnichannel Customer Experience

KISS: Keep it simple and stupid. Simple and time saving customer experiences sounds like a no-brainer, doesn’t it? However; how does the reality look like? Seriously; no company does design and implement complex and confusing processes on purpose. Reality shows that lots of websites, dialogues on an IVR, forms, E-Mail responses are eating up the customer's time. Even simple requests cannot be processed and leave customers in confusion. Customer experiences aren't simple at all.

Topics: Customer Service customer experience

9 Things that are Required to Please Your Customers

Any business success is definitely dependent on customers. Thus it is just fair and a must, that you do what it takes to ensure that you please your customers. You should never take customers for granted.

Topics: Customer Service customer experience

5 Mistakes to Avoid while Integrating Customer Journey into E-Commerce

Don’t run off into the sunset with an e-commerce idea and forget that your online store is actually meant to serve your customers’ journeys - not yours. Here is how to go about building an online store that puts the customer journey at the heart of your store.

Topics: Customer Service customer experience

3 Ways IoT Supplements Better Customer Experience

Kevin Ashton once remarked -“The internet of things has the potential to change the world, just as the internet did. Maybe even more so.” This quote talk volumes about the benefits Internet of Things (IoT) can bring to this world in this digital age.

Interconnected devices with millions of end points have created a space where customers, clients, and business partners can interact more efficiently. The convergence of these interconnected devices, wireless technologies, and micro-systems, has led to the emergence of Internet of Things.

Topics: Customer Service Call Center Management customer experience

How Contact Center Technology is Revolutionizing the Car Rental Industry

The car rental industry took in around $27 million in revenue last year. With a million-dollar increase over 2014, the rental industry is expanding as more and more Americans are hitting the open road and traveling for work and leisure. So, as rental companies and startups reach beyond their existing customer bases, customer experience management software is also revolutionizing the way that agents and other professionals are servicing travelers nationwide. 

Topics: Industry Challenges customer experience Omnichannel

Contact Center Performance Management - Maintaining Motivation Through the 'Inflection Point'

Have you ever noticed how new hires will start their jobs with enthusiasm and genuine excitement? With fresh objectives and a new team, as well as a set of new products and processes to learn, its hard not to become inspired to give it your best at your new job!

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

The Top Five Obstacles to Customer Centricity

This blog is based on the early results of research undertaken by Peter Lavers on customer centricity.
Participants are asked to tell us what, if anything, they are pulling their hair out over when it comes to customer centricity.
There are 10 statements to agree or disagree with that could relate to the issues faced. Respondents are asked how well each statement describes their business, and the top five most agreed with are:

Topics: Customer Service customer experience

10 Social Media Secrets to Turn Unhappy Customers into Superstars for Your Brand

Recently I went to a business convention and got amused at the sign posted in front of a firm. It read ‘Unhappy with our service? Lets us know. If satisfied and happy, just tell others.'

It intrigued me.

Topics: customer experience