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Ameyo Callversations

How Social Support Strategies can help you Improve your Customer Service? [Infographic]

Social media is an added perk for business to market their products and services. It has become much easier just like ‘duck soup’ for companies to target their audience with the help of social media.

Topics: Infographics

A Look Back at the Top 10 Call Center Blog Posts of 2015

It is all over for 2015 and the year 2016 will surely herald a fresh start, new approaches and greater developments.

However, a good send-off for this year would be to unwind for a while and retrospect on Ameyo’s accomplishments, which includes Honorable Mention in "2015 Gartner Magic Quadrant, and Series A funding.

Topics: Call Center Management

7 Tips to Get the Most out of Your ACD Routing System

Successful contact center routing designs optimize the customer experience while addressing internal business objectives for revenue, retention, and operational efficiency. Careful consideration and planning are needed to architect Automatic Call Distributor(ACD) routing solutions that effectively address both the customer and the business, for a contact center.

Topics: Call Center Software

How to Ensure Call Center Agents are Not a Bunch of Jon Snows?

The scariest scenario of being a part of anything (be it a TV series, a new policy, or perhaps working in an organization - say your precious contact center) is- NOT KNOWING! Not knowing the what, the when, and the how of things.

Topics: Call Center Agents

30 Must Know Call Center Terminologies

You might not want to agree, but in our daily lives, we use abbreviations and terminologies without knowing its proper meaning or usage. Other times, we might be familiar with the terms, but fail to realize that person we are speaking to might be clueless with those words.

And in the end of it all, it is surely not great to deem these terminologies as jargons - especially in the contact center industry and the world of customer service.

To counter this rather awkward experience, we have tried to simplify these contact center jargons and provide a comprehensive understanding with proper definitions about common call center terminologies and some jargons that are in common use, when any discussion around call centers takes place, or during any customer call.

Topics: Call Center Agents Call Center Training Coaching Call Center Agents

Season’s Greetings for Call Center Customers

It’s the most wonderful time of the year,

With the kids jingle belling,

And everyone telling you to be of good cheer,

It’s the most wonderful time of the year!

Topics: Customer Service

Why the Big Bang of IoT and Contact Centers is Inevitable?

“I will answer very simply that the Internet will disappear.” When Google’s Eric Schmidt made this statement at the World Economic Forum at the start of this year, it surely caused some commotion.

Topics: Call Center Management

Adapting in the Social Media World: 4 Ways to Deliver the Best Customer Experience

 

The world is always changing and those who don’t change with it end up getting left behind. So is the scene with today’s markets. The internet has revolutionized how businesses work with thousands of websites tailored for delivering the best experience to customers popping up. While the newer businesses have it easy because they have to start from scratch, existing companies have to drastically alter their business plan to make sure they retain their competitive edge.

Topics: Customer Service Guest Post

The Good, the Bad and the Ugly of IVR

In the call center industry where customer satisfaction and retention is essential for success, it is an all-important task to look for strategies that can lead your call center towards the right track. One of the best ways to achieve this goal is to deploy IVR or Interactive Voice Response System in your business.

Topics: IVR

Key Ingredients of Call Center Agent Training Program

Agents are assets to a call center. Their performance decides the company’s growth. Coaching and training the agents is like adding salt to the call center success recipe. It is imperative for organizations to set up proper inductions and regular call center training sessions. The coaching should have elements which can turn your agents into top performers.

Topics: Call Center Training

8 Phrases to be Avoided by Call Center Agents during a Customer Support Call [Infographic]

 
There are things we are all taught not to say. Don't ask a woman's age or call her fat. Never ask a man how much he makes to earn his bread. Similarly, your customer support agent also needs to be taught what they must say and what they must avoid. Unintentionally, your agents might be telling things to your potential customers which might result into loss of business.
Topics: Customer Service Call Center Agents Infographics

Must Have Features of a Call Center CRM

Call centers are gaining lot of traction these days due to the increasing demand for effective customer relationship management. With the rise of competition in the market, organizations these days are becoming more customer-centric. Each and every single aspect of a customer support center is crucially important as it determines the probability of a customer opting for your services or defecting to a competitor.

Topics: Call Center Software Call Center Management

Call Center Outsourcing – A Wise Choice or an Attractive Gamble?

It has been sometime since you have established your business. Pat on your shoulder, you have done a great job! Now, you have been receiving a huge number of calls from customers to enquire about your product/service. However, you are finding it tough to keep up pace with the calls, as you are falling short of the requisites for a good call center. Here comes the test – will you go ahead with call center outsourcing or try to strengthen your resources and call center infrastructure to build a good in-house call center?

Topics: Call Center Management

Why Customer Retention is Equally Significant as Customer Acquisition?[Infographic]

It is significant for the companies to acquire new customers for the growth of their business, but while acquiring they forget the value of customer retention. Treating your existing customers is way more important than you think. If you don’t delight them with your service, your competitors will. When your customers aren’t happy with your service,there is often a significant chance for your company to suffer the damage. According to the infograghic below, 83 Billion dollars are estimated annual loss to U.S business due to poor customers service.

Topics: Infographics

7 Contact Center Trends for 2016 [Free Ebook]

In 2015, contact centers witnessed tremendous transformations in customer communications and expectations, which seems to never cease. 2016 looks to be no different, but with more changes and trends that is going to pick up steam.

Topics: Call Center Management

5 Easy Tips to Optimize Your IVR for Superior Customer Engagement

Customer Satisfaction is something no business can compromise on in the present age. However, we often fail to understand that the first and indispensable step to achieve customer satisfaction is greater customer engagement. More often than not, customers attrite because they are not engaged properly with the brand. One of the easy ways to overcome this hurdle is to optimize the manner you deploy Interactive Voice Response System in your business.

Topics: Customer Service IVR

7 Ways to Improve your Call Center Quality

Call centers play a vital role in determining the business efficiency, improved conversions and higher customers satisfaction rate. For call centers to perform at par excellence rate, it becomes more than necessary for them to deliver amazing customer service.

Topics: Customer Service

5 Reasons why Call Recording is Imperative for Your Contact Center

Call recording can be a toll taking task for many but have you ever tried to wrap your head around why contact centers need to record calls?

Topics: Call Center Agents Call Center Management

15 Ways to Provide Excellent Customer Service [Infographic]

A company’s reputation is good as long as it provides exceptional service to their customers. Delight a customer and they would refer you to their relatives and neighbors, but upset one they would clamp you to adversity.

Topics: Customer Service Infographics

Why Call Center Managers should focus more on Call Disposition Codes?

Call center managers want their team to excel in all the required fields for satisfying customers, whether it is from resolving a customer query to explaining the features of the particular service or a product. But do managers think about the plight of their agents after handling a frustrated customer due to lack of information and long call back periods? Customers wish to get the best out of the service or product purchased by them. But these days happy customers are becoming myth. This is mainly due to lack of attention or priority being provided to them. It’s not the fault of agents if they forget to call a high priority customer or they keep on asking the same customer about the issue they are facing rather it is because of the software they are using.

Topics: Call Center Management Quality Monitoring

How to leverage CRM solutions in your Contact Center

 

The growing importance of social media in marketing has made all businesses today focus on Customer Relationship Management (CRM). In fact this has become one of the best business strategies as it adds a lot of value to business areas such as sales, marketing and customer support. It plays a very important role in reducing the risks of the business in building the brand of the business and in improving its growth. Most businesses that have adopted the contact center technology have implemented customer relationship management solutions to enhance customer experience. 

Topics: Call Center Software