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Ameyo Callversations

Tips for Call Center Agents to Deal with Difficult Customers

The call center agents are front faces for any business. Brand image can be enhanced or deteriorated by a simple interaction, that is why they are responsible and accountable for client experiences. On top of it, keeping it cool with difficult and angry customers is a real challenge which they come across very frequently. Hence, it can become quite a depressing job at times. But by adapting certain skills an agent can learn how to tackle a challenging person. Here are the tips to be followed:  

Topics: Call Center Agents

7 Worst Contact Center Practices that leads to Bad Customer Experience

Contact center is the front line for handling customer inquiries. Organizations must understand the need and importance of contact centers in order to strategize their business growth. Contact centers con­tribute to the company’s goals in many valu­able ways, most notably in rein­forc­ing the company’s brand and in increas­ing cus­tomer loyalty. It is necessary that they deliver the best possible customer experience to minimize the customer churn.

Topics: Customer Service Call Center Management

Top 5 Challenges Call Center Managers Face Today

 

Call centers are possibly the world’s toughest work environment, and there might be a few agents and managers that might term it as a living hell. Having to deal with frustrated callers, strict work schedules, penny-pinching management and super-high expectation don’t make it easier for them. To work in a call center as a manager can be very stressful, to say the least. As any manager will tell you - call center management is not for the weak hearted! 

Topics: Call Center Management call center

How IVR Reduces Cost and Gains Productivity for the Business

 

Like every other department in an enterprise, contact centers also face the pressure to minimize the company’s operating costs. This puts the management in a dilemma of how to cut expenses without sacrificing customer satisfaction. Contact center needs tremendous manpower in order to fulfill the demand of the customers. Even after appointing a large number of people, it is not possible for the company to attend to every customer. And if the customers don’t get through the call, the company’s image declines in their eyes.

Topics: IVR

30 Significant Contact Center and Customer Service Statistics

Contact Center industry is evolving every year with rapid changes in customer expectations, technological advancements, processes and intensity of competition. It is crucial to be proactive and well-prepared to sustain in this somewhat unpredictable industry.

Topics: Customer Service contact center statistics

Top 5 Skills Your Customer Service Team Needs

Competing on price isn’t the most powerful way to build a permanent business in today’s challenging environment. What matters the most is the kind of customer service and satisfaction level that your organization is providing to the customers. Customer service is the base of any organization. It is all about taking care of customers before, during and after a purchase and hence is considered as the most important part for nurturing the ongoing client relationships.

Topics: Customer Service Call Center Agents

Become the Master of Customer Experience [Infographic]

Business leaders have realized that "getting closer to the customer" is crucial to the survival of a business, and moreover, the most critical competitive differentiator and business performance optimizer. In today's competitive economy, customer centricity is not aspirational - it's a necessity. 

Topics: Customer Service Infographics

Customer Satisfaction as a Key Business Metric

Organizations must understand the role of customer satisfaction for creating new customers and retaining the existing ones by increasing their loyalty for the brand. These loyal customers not only provide you with consistent business but also with a lot of referrals.

Topics: Customer Service Quality Monitoring

A Comprehensive List of Do’s and Don’ts for Call Center Agents

A call center agent’s job is one of the most challenging, yet rewarding and most imperative. From taking orders to providing customer support, sticky situations arise. But how you handle it all can make a difference between creating loyal customers and losing business.

Whether the call center is small or large, it has two agents or two hundred plus, it all starts with the right call center training. Every rep who answers a call should be undergoing a training session. It is an ongoing process which should never stop. Customer care agents should be guided on how to manage both inbound and outbound calls. The situation varies in both cases; former is providing information and handling complaints, whereas latter involves in selling business. 

Topics: Call Center Agents

15 Phrases that your Call Center Agents should Never Use

Customer service agents often make certain statements and say things, either out of ignorance or out of negligence, that leave the customers unvalued and angry. Effective training of the call center agents is essential when it comes to increasing customer satisfaction and loyalty. Ongoing coaching on “what to say” and more importantly “what not to say” when a customer calls, is really critical. By replacing displeasing phrases with professional and positive words, one can improve customer experience to a considerable degree.

Topics: Call Center Agents

4 Tips to Transform your Contact Center into a Profit Center

What defines a contact center’s profitability? Contact center success is typically measured in the form of improved operational efficiencies, agent productivity, cost reduction, and customer experience. These measures have become the status quo of benchmarking contact center performance becoming the primary focus for majority of contact centers. But the problem lies in articulating how organizations “profit” from contact centers.

Topics: Call Center Management

Ameyo Honored with 2015 CUSTOMER Magazine TMC Labs Innovation Award

Gurgaon, August 17, 2015: Ameyo, a leading contact center technology and customer experience expert with practice leadership in more than twelve industry verticals, today announced that TMC, a global integrated media company, has named Ameyo as a 2015 CUSTOMER Magazine TMC Labs Innovation Award winner. This is the fifth consecutive year in which Ameyo has received the CUSTOMER Magazine TMC Labs Innovation Award.

Topics: Newsroom

Essential Workforce Management Capabilities [Whitepaper]

Workforce Management Solutions are gradually becoming an integral part of contact centers everywhere. By accurately forecasting customer demand, scheduling and managing the workforce, and gaining real-time visibility into staffing and call volume metrics, WFM Solutions have gained high adoption rates.

Topics: Call Center Software

7 Powerful Success Strategies for Live Chat Agents

Live chat has emerged as a powerful widget among the many multi-channel service options available today. It allows companies to quickly engage in a conversation with the customer and effectively close more deals. However, simply integrating a live chat software with the website is not going to solve the purpose. It is equally imperative to have a knowledgeable and well-trained operator to manage the chat if you want it to make a positive difference to your sales figures.

Topics: Call Center Agents Call Center Software

Top Attributes of an Outstanding Call Center Agent

Call center agent is often a thankless job, angry customers yell and blame them for their dissatisfaction. The agent faces more of humiliation than appreciation, it gets grueling and frustrating. The customer service job is selfless because when they get a favorable response it is not acknowledged to them, it is the company that gets the credit. They certainly deserve our respect.

Topics: Call Center Agents

6 ways Motivation Helps in Reducing Call Center Attrition

Call center attrition rate has always been a concern for contact centers. Due to this, contact centers have always been under cost scrutiny. Agent churn has a major impact on the work aura, yield, and performance metrics. Every time a trained agent leaves, fewer are left to ensure optimum level of service, and in this period managers must endure the recruiting and hiring process to fill in the vacancies. This can have a major impact on the contact center KPI ultimately leading to poor customer service. The question is how better the customer service would be if the agents were satisfied with their work?

Topics: Call Center Agents Call Center Management

6 Tips to Improve the Productivity of Your Call Center Agents

We all are aware of the fact that contact center services have a huge part to play when it comes to improving an organization's productivity and efficiency. And in order to drive the productivity improvements we do need to pay attention towards the call center agents and how consistently we could achieve the best out of them.

Topics: Guest Post Call Center Agents

How Call Monitoring and Scoring Helps Contact Center Agents

Call monitoring and scoring in contact center plays a crucial role in providing  valuable insight on customer’s needs for making more informed business decisions. Contact center managers are increasingly using monitoring and scoring in order to enhance the performance of agents for improved levels of customer service, thus increasing the overall efficiency and profitability of the contact center.

They are considered among the best methods to ensure that your call center workforce is effective and providing excellent service.

Topics: Call Center Agents Quality Monitoring

Vembu Technologies Selects Ameyo to Power Smarter Customer Experiences

Gurgaon, August 3 , 2015: Ameyo (www.ameyo.com), the market leader in contact center technology and omnichannel customer experience, today announced that Vembu Technologies, leading provider of affordable software and cloud services for data protection, disaster recovery and CRM, has chosen Ameyo Contact Center Technology to add intelligence to its outbound dialing strategy. Vembu Technologies deployed Ameyo platform to provide customers an intuitive, guided and cohesive customer journey while easily onboarding new clients.

Topics: Newsroom

8 Benefits of Call back Technology for your Contact Center

It’s true that customers hate waiting on hold for long. According to a survey, over 60 percent of consumers feel that even one minute of hold time is too much. One of the solutions to handle this problem is to increase the capacity of the agents in the call center. However, if your contact center experiences call volume spikes occasionally, then hiring additional agents might lead to higher agent idle time and increased cost at other times.

Topics: Call Center Software