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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

3 Great Ways WebRTC can benefit IT Infrastructure

A lot of buzz has been witnessed these days around WebRTC and its relevance in contact centers. However, only a handful knows how WebRTC can actually help contact centers.

In concise words, Web RTC or Web Real Time Communication gives the ability to your contact center agents to communicate via voice and video with your customers via a browser. Web browsers like Chrome and Mozilla already support WebRTC, while Microsoft edge and Mac Safari should be able to support it in the near future.

Topics: Call Center Agents Call Center Software customer experience

Hop in to the Future of Customer Experience with Artificial Intelligence

What’s your initial perception when you hear about Artificial Intelligence?
I think, I can read your mind. So, you imagine a complete digital aura around you with robots taking over everything or may be something like that. May be in future you can see that too but in present what I am talking is how Artificial Intelligence can drive amazing customer experiences. Let us begin by understanding what artificial intelligence actually is and how can it be adopted to better serve the customers.

Topics: Call Center Software customer experience

3 Top Reasons Live Chat Makes Your Contact Center More Resourceful

The new age customer has a very short attention span, and even lesser patience.

Now, that shouldn’t come as a surprise to you under present conditions, where the world is dictated by breakneck internet speeds and swelling mobile data usage. However, if your business still relies only on conventional mediums of interaction with customers, I must tell you that it might cease to exist.

This is exactly the reason why all contact centers need Live Chat.

Topics: Customer Service Call Center Software customer experience

5 Benefits of Using Call Disposition Codes in Contact Centers

Contact centers always take care to equip their employees with adequate software and related tools in order to help them excel at their job. However, when it is time to look for a new software solution for contact centers, many do not consider call disposition codes as part of the list of high-priority software features. This can turn out to be an expensive oversight and can easily impact the productivity, efficiency, and customer service quality of the contact center.

Topics: Call Center Software Call Center Management

Why Contact Centers can Race Ahead with Predictive Analytics

In a world that is dictated by breakneck internet and uber-fast smartphones, proactive behaviour is the word of the year, rather than conformist reactive actions.

These days, people have an unfathomable craving to get things done fast, and I don’t at all mean ‘swift’. The yearning is to do something before anything concrete happens.

Topics: Customer Service Call Center Software customer experience

API (Application Programming Interface) 101 for Customer Experience

“You have got to start with customer experience and work back toward the technology - not the other way around.”

Ok, no prizes for any guesses that this was once remarked by Steve Jobs. Now that almost all brands have realised the true importance of customer experience to foster their all inclusive growth, the primary challenge remains in creating and integrating evolved technologies.

Topics: Call Center Software customer experience

Don't Ignore App Feedback while boosting Customer Engagement

If you are working in a service industry, where you have to interact with customers on a daily basis, listen to their rants, issues, complaints, feedback, suggestions, inputs and sometimes short life stories too - you would agree with me that 7 out of 10 calls you attend, don’t go really that good.

Topics: Call Center Agents Call Center Software Call Center Management

Transitioning from a Legacy Contact Center - Do it. Now.

Decision making is a tough process. It requires wit, presence of mind and a state of total awareness, as Ross from F.R.I.E.N.D.S. would say - ‘Unagi’.  This is just not a complicated truth, but a huge lesson, even when it comes to doing business.

In this age of digitization and with almost everything being operated with a single touch of technology, I think it is time that you start evaluating your options and plan accordingly to make that shift from your legacy contact center to a rather modern and an omnichannel customer experience oriented approach.

Topics: Call Center Agents Call Center Software Call Center Management

Contact Center Wallboard - Enhancing Performance With A Touch of Technology

In a contact center, it is very important that your workforce works upto the mark of perfection without being lethargic or with diminished spirits. A contact center wallboard does exactly the same by giving you, as a manager, a bird’s eye view to proactively manage customer demands and agent’s performance.

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