<img height="1" width="1" style="display:none;" alt="" src="https://dc.ads.linkedin.com/collect/?pid=54781&amp;fmt=gif">

Ameyo Callversations

How Computer Telephony Integration Can Breathe Life Back in Call Centers

There’s a thing with technology - you can run from it; you can hide; but you can’t escape it.  What it promises us is so stunning and captivating, who would not want to be associated with it.

If you have been a part of day-to-day chores at a call center, you would know how difficult it can be sometimes to deal with over-whelming customer emotions, suggestions, feedbacks, wrath, and in rare occasions - appreciation.

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

A Quick Walk-Through the 6 Stages of Customer Lifecycle

How much value do you provide to your customers? Are customers just the source of earning for your business? On a daily basis customer service departments interact with many people. These people have either faced a poor experience with your brand or they need some kind of support to make their lifecycle worthwhile.

Topics: Customer Service customer experience

Ameyo Exhibits New World of Customer Engagement at MECC' 2016

Gurgaon, May 27th, 2016: Ameyo, a leading contact center technology and customer experience expert, will be participating at the Middle East Call Center (MECC) Conference & Exhibition being held at the Dubai International Convention Center from 31st May - 1st June, 2016, Hall 1, Booth B8 to demonstrate the technology innovations in the contact center space.

Topics: Newsroom

Customer Effort Score or NPS: Which is the Best Metric for Customer Experience?


 

In this highly competitive era, where customer experience and loyalty are the key brand differentiators, businesses count on metrics in order to measure the current health of their organization and to anticipate the future performance. A relevant customer feedback metric is significant so as to

Topics: Customer Service customer experience

6 Easy Approaches to Exceed Expectations in Customer Service


Kelly is new to the town and visits a departmental store for her monthly grocery shopping. She browses all the available products and finds nothing interesting about the store or its offerings. Eventually, she ends up buying nothing.

While walking down the street she comes across a store where the store manager welcomes her with a pleasant smile on his face. Kelly finds the store intriguing as each and every aspect of the store seemed welcoming. She was able to find each of her required grocery items with a suitable discount or a catchy offer. Kelly’s day was not bad after all.

Topics: Customer Service customer experience

Ameyo to Showcase its New Customer Experience Revolution at the BFSI India Conclave 2016

Gurgaon, May 25th, 2016: The leading contact center software and service provider, Ameyo,  is proud to sponsor and exhibit in the 4th edition BFSI India conclave being held on May 26 - 27, 2016 at the Alila Diwa, Goa.

Topics: Newsroom

How to Boost Customer Rapport over Online And Social Media

If you scrutinize marketing statistics from the past decade and compare them with today’s numbers, you will see that there is a swift shift in the industry dynamics. This is an evident digital transition which is gaining momentum and there’s no stopping this digital throttle.

This is the world of Social Media. This is your company’s Facebook page, Twitter account, Instagram page, Google Plus business page, LinkedIn page/group etc. This is your blog’s page. This is what you share and distribute for your customers to read, learn, and guide them through the decision process. This is your passive-slowly-turning-active voice. This is the emerging face of your company’s brand seeking refuge in your customers’ daily life and routine.

Topics: Customer Service Marketing Automation Call Center Software customer experience

5 Attributes that Define Strong Brands in Customer Engagement [Infographic]



People involved in customer service business often wonder what sets strong brands a cut above from the crowd. We all are awestruck when an idea makes it big in this world where there is a continuous mad scramble among brands striving to get things right in customer engagement.

However, apart from word of mouth and some news hither and thither, there is very little solid information about the main characteristics that define these top brands in customer engagement.

Topics: Infographics customer experience

Unleash the Power of Omnichannel Customer Experience in BPOs

 

Unless you’ve been living under a rock or was confined in solitude, you must be aware of omnichannel and the inordinate significance it holds in the digital age, where technology is practically disrupting communication and interaction models. Customers of today, a large chunk of them being millennials, use multiple touch-points or channels to interact with companies and brands, and expect a friction-less and integrated experience while switching channels (channel hopping). This colossal change strikes at the heart of contact center tradition around the world, forcing them to integrate existing and new channels for exemplary service, or face extinction.

Topics: Call Center Software Industry Challenges

5 Pre-Requisites For Optimizing Self Service Customer Experience Strategy

It is said that God helps those who help themselves. In a customer centric industry, like a call center, managers and agents get to play a god-like role. Don’t agree with me? That is Okay. Why would you? It has been taught throughout your training programmes that ‘Customer is the King’, ‘Customer is always right’ and everything else follows.

Topics: Customer Service Call Center Agents Call Center Management customer experience

5 Ted Talks to derive Remarkable Customer Service Lessons

In life, we often need to reassess our targets and priorities, when the going gets tough or we are unable to figure our way out of a distressing problem. This is because the same set of techniques need not work every single time. Situations and circumstances change and the same should hold true with the way we tackle hardships. In many ways, the world of customer service is no different.

Contact center agents and managers find themselves in pretty awkward or painful situations while handling customers on a daily basis, or with hosted contact center solutions. This is where they need to improvise their strategies to conquer challenges and make the business work even in trying times.

Topics: Customer Service

Authentic Call Center vs Revolutionary Contact Center - How to Bargain?

With the advancement in technology and stiff competition in the market, the need to evolve has become the most dire prerequisite to flourish. For businesses to grow and reach above their expected profit margins, it is essential for them to focus on the sole purpose behind their existence i.e. reaching out with better products and services to customers.

In present times, products for almost all brands have reached parity. However, it is services provided after the sale of products that determines brand loyalty of customers.

Why Proactive Customer Service is the Best Way Forward

When it comes to developing business and showcasing robust growth in any organization, one should never forget the importance of providing quality service. Customer delight is what most companies aspire. However, customer acquisition may be an easier task but very few can successfully pull off great customer retention.

Topics: Customer Service customer experience

What if Call Center Agents Could be Free-spoken on Calls?

We all have read that story of an honest woodcutter, who drops his axe in water by mistake. And when given an opportunity to pick an axe made of gold and silver over his traditional, not so expensive axe, he still goes ahead and tells the truth. So, he is rewarded with all three axes, for being so honest.

Moral of the story – Honesty is the best policy.

Topics: Customer Service Call Center Agents Call Center Management Call Center Training

Predictive Dialers - Great Power, Great Responsibility

{Scenario A. A stressed agent on call (Tring-tring, tring-tring, tring...) nobody answers.

Abruptly leaves his desk, curses his stars and smokes a cigarette.

Scenario B. Another agent on call (Phone rings) Hello! Is that Mr. Goodman?

Prospect: Umm...Yes! Who is that?

Agent: I am Tom, calling from XYZ Company. Is this a good time to talk?

Prospect: No, I am sorry. I am not interested in whatever you are selling.

(Line disconnected)}

I am sure that at one point of time or another, we all have been on either side of this conversation. Either we have been trying to sell something to someone or we have attended these calls. In both the situations, we can definitely sympathise with Mr. Goodman and Tom.

Topics: Predictive Dialer

4 Ways Big Data can Enhance Financial Firms’ Customer Service Level

The latest tech jargon – ‘Big Data’ and associated technologies have been penetrating the business world at a rapid pace. The explosion of huge data volumes growing at an exponential speed has potential to bring business value for a wide range of industries. Considering, the speed at which data is budding up, it is predicted that by the year 2020, 1.7 megabytes of new information will be created every second for every human being on the planet.

Topics: Customer Service

6 Merits of Automatic Call Distributor You Might Not Know

Imagine a day where you were facing some problems with your laptop. You call a service center to handle the issue. You want to speak to the service department but your call either gets dropped or transferred to the sales department where you explain your problem and ultimately end up with no answers and more questions. Furthermore, the salesperson tries to upsell and cross-sell their offerings, and augmenting your miseries. Till the time when the salesperson realises your situation you are already tired reiterating your issues.

Topics: Call Center Software

8 Best Practices for An All Inclusive Call Center Training

Change is important. Change leads to evolution. And evolving makes it possible to be able to survive and thrive. It challenges you not only to leave behind your comfort zone, but to overcome difficulties with an invincible spirit.

As the cliché goes, change is the spice of life. But more than often, we neglect changes. We fight hard to overcome all that can push us and challenge our set expectations and boundaries. One such industry where the variables involved are too many in a purely customer centric domain – Call Centers.

4 Reasons Why You Need to Rethink Your Customer Service Strategy

The digital transformation in the past few years has created an en environment where consumers are tech savvy and are demanding more. Delivering great experience is now a must for companies, and marketers are prioritizing their services to take the level of engagement to the next level.

Topics: Customer Service customer experience