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Ameyo Callversations

Why There is No Escape from Listening to your Customers [Infographic]

From time immemorial, word of mouth has been a core customer engagement factor when it comes to product consideration and purchase. The more sure people are about a product, the more are they inclined to go for its purchase. The idea of being sure about a brand or product largely depends upon the trust factor, and that trust is derived from a reliable source.

Topics: Customer Service customer experience

12 Things Call Center Agents Need to Know About Changes in Customer Behavior

 

Working in a call center is serious business. There is a reason why Human Resource departments prioritize health and wellness: the job can be extremely stressful at times. Imagine listening to an average of 80 people a day (or night) complain about a product they purchased, a service they received or just about anything they need a customer service agent for.

Topics: Call Center Agents

Why Omnichannel Contact Center is Constructive for your Business

Nah, you got that wrong… this is not one of the very many blogs which introduces Omnichannel as a fancy terminology for your contact center. To be true, Omnichannel is no more a buzzword, rather a prerequisite for all contact centers to survive and thrive in a world where customer interactions are at a maximum.

Omnichannel contact center has rapidly become the smartest way to engage with customers by superior management of customer interactions across all mediums. Now, modern businesses can’t hope to exist and prosper without a fully functional Omnichannel contact center.

Topics: Customer Service customer experience

5 Great Ideas to Manage Customer Engagement Like Never Before

All work and no play, makes jack a dull agent.

Yes, a dull contact center agent.

Wondering what is wrong with your customer engagement goals? Why is it so, that even after putting significant efforts, your business isn’t able to optimise the customer base?

Topics: Customer Service customer experience

How to Avoid the 5 Most Common IT Automation Pitfalls

In the IT Industry, automation processes have a huge role to play. They don’t only massively help and cut-short gruelling manual hours of labour, but also adds precision and accuracy in almost all tasks.

Topics: Industry Challenges

5 Cross-selling and Upselling best practices for Contact Centers

Gone are the days when contact centers revolved around traditional voice centers. This is the age of multi channel support centers. This change accounts for an ever increasing customer interactions on a daily basis and hence is considered as one of the most important aspect of generating sustained ROI.

9 Crucial Reasons Why Call Center Agents Prefer to Leave Their Workplace

 

Businesses put a lot of importance on their equipment and do their best to not wear them out too quickly. However, many call center companies are not as careful when it comes to their employees. They see high burnout and attrition rates and don’t take enough time to figure out the root causes. If you work at a contact center with the following problems, you should address them as soon as you can.

Topics: Call Center Agents

How to Increase Productivity Of Call Center Agents

“Concentrate all your thoughts upon the work in hand. The Sun's rays do not burn until brought to a focus” ― Alexander Graham Bell

The term ‘productivity’ is a synonym for ‘professionalism’, no matter where you go in service industry. In the ever so dynamic call center industry, agent productivity is classified as the most important parameter to rate, judge and either help you climb up the corporate ladder or drag your feet and slide you down. If you are working in a contact center, the stakes are really high for your manager or your supervisor to monitor and enhance your productivity.

Topics: Call Center Agents

How The Future Of Contact Centers Would Look Like? [Infographic]

The contact center industry is expanding with a furious rate and the consumer space is changing very dynamically. This infographic, talks about how the future of the ever-growing business space will be perceived in the coming few years, along with what has changed and what will change even more rapidly.

The average number of mobile users has increased by 70%, accompanied by steep changes in the statistics, which define the need for human interaction (specifically over voice channels). Now, one can say that with growing intervention from technology, there is a massive scope for contact center owners to scale up and employ new business opportunities and ideas.

Topics: Customer Service Infographics

All you need to know about Omnichannel Customer Experience

The modern era of business has aggravated the concept of customer delight which has created the need of awesome customer experience. This has led towards digital transformation in organizations seeking towards achieving business goals. At present, organizations. At present it is not the product but the customers that are at the forefront of any and every business. Organizations are focusing more towards creating strategies for improving the service level. But how many times do you think that a customer associates with a brand due to its top class service?

Topics: Customer Service customer experience

6 Plausible Ways to Tell Call Center Agents They’re Not Doing a Good Job

 

Being able to tell someone that they suck is an art. You have to be able to tell it like you mean it but careful enough for the recipient to think that he is still okay. Employers and managers are all for competence and honesty, but how do you actually tell employees they are underperforming? Do you raise your voice, write it down in a memo, subject them to a heart-to-heart talk or act sorry and sound apologetic?

Topics: Call Center Agents Call Center Management

How to Increase Your Remote Call Center Agent's Productivity?

In a recent survey conducted by multiple human resources agencies, it has been widely concluded that working from home offers greater flexibility and has been a considerable factor for boosting your employee’s productivity.

How to Budget for Enterprise Software

World's leading B2B and integrated marketing media company, servicing niche markets within the communications and technology industries – TMC (Technology Marketing Corporation) has come out with a Whitepaper to explain why Budgeting for Enterprise Software is a challenge, and why organizations need to focus on creating a Budget.

It can be safely remarked that the proliferation of software has altered the landscape of contact centers and the world at large, in more ways than describable. Likewise, the explosion of Enterprise Software over the past few years is absolutely astonishing. 

Topics: Call Center Software Industry Challenges

How a Better Working Environment Increases Agent Retention In Call Centers?

“Connect the dots between individual roles and the goals of the organization. When people see that connection, they get a lot of energy out of work. They feel the importance, dignity, and meaning in their job.” – Ken Blanchard and Scott Blanchard, Fast Company

If you are managing a call center or working very closely with this particular segment of the service industry, you would understand the daily challenges your workforce encounters. The challenges simply don’t restrict themselves, being dynamic and involves making strategies and action plans on the spot. But, this ruckus can be minimised and all teams can actually work smoothly, delivering their utmost best, if the resources are fully utilised. This includes taking account of your human resources - call center agents.

Topics: Call Center Agents

Why Video Chat Can do a World of Good to Contact Centers

In recent times, “Omnichannel engagement” has been grabbing the attention of organizations and contact centers alike. Many brands have implemented Omnichannel concepts in their organizations, but only a few have fully embraced it. Many have failed to optimize the true potential of Omnichannel engagement. However, with the pace of companies introducing new channels of communications (kiosks, sensors) - one particular channel has gained significance in delivering True Omnichannel Customer Experience - Video Chat.

Topics: Call Center Software customer experience

Difference between Omni-channel and Multi-channel Customer Service

The only thing in today’s fast-paced and digital savvy environment which changes more rapidly than technology is, the terminology used for emphasis and references to technicalities and aspects of technology.

Topics: Customer Service

7 Resolutions For CIOs To Take In 2016

There’s a very famous quote by Abraham Lincoln - “Always remember that your own resolution to succeed is more important than any other.” But, in today’s digital age does making resolutions still hold good? Or is it old-fashioned? We believe that making a resolution and living up-to it is a fair and best gift you can promise to yourself.

How Bad Customer Experience is Eating Your Revenue [Infographic]

 
Studies show that “it takes 12 positive experiences to make up for one unresolved negative experience.” 

Customer experience stands at the core of any business these days. A customer might remain quiet for many good experiences but could shout loud to people even about a single bad experience. As customer experience is directly proportional to customer service, businesses should understand that bad customer service can cause unfavorable opinions about their business.
Topics: Customer Service Infographics customer experience

April Fool’s Day: How to Save A Call Center from Prank Calls

It’s the 1st of April, so Keep Calm and Troll.

Yes, it is the 1st of April, April Fool’s Day and unlike all other days, everybody is officially allowed to play pranks and tricks today. Since the bracket is vast, call centers are often the commonest target for prank calls -  particularly on April Fool’s Day..

Topics: Customer Service Call Center Agents