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Ameyo Callversations

Juvaria Khan

Juvaria Khan

Juvaria works in the Customer Experience and Contact Center Software industry and loves to write about the latest industry trends and how businesses can leverage Ameyo, a call center software solution to deliver memorable Customer Experience.

Recent Posts by Juvaria Khan

Sentiment Analysis : Key To Empathetic Customer Service

 

Good brands understand their customers, but ideal brands understand the sentiments of their customers. They take care of customers’ needs by identifying how they feel about their products and services. To meet the raising customer expectations, real-time insights about customer sentiments can come handy for service agents to engage with them in a highly personalized manner and deliver empathetic service.

Topics: Customer Service Customer Support sentiment analysis

How Customer Service Strategy Can Boost Customer Engagement

If you have smart, hard-working and enthusiastic agents and lack a well-defined service strategy, but still hope to deliver pleasing customer experience then let me tell you, your business is heading nowhere. Because “Hope” is definitely not a strategy! Intelligence, hard work, energy, and creativity are just the ingredients to deliver a good customer experience, but a right customer service strategy is what binds together all these elements to ensure a perfect recipe for customer engagement at scale.

Topics: Customer Service Customer Service Strategy

5 Signs You Should Invest In Customer Engagement Platform

The latest research by Salesforce states that 75% of people now expect a consistent experience wherever they engage with brands either through social media, mobile, or even in person. This clearly upholds that customer engagement is extremely complex and crucial in the current market scenario, where customers are highly flexible in shifting from one brand to another if their superior service needs are not met quickly and effectively.

Topics: customer engagement Omnichannel Customer Experience,

Quick Checklist to Select the Right Predictive Dialer

Predictive Dialers have revolutionized the way contact centers perform outbound calling campaigns. With the predictive dialers, manual and tiring process in call centers is now fully automated and efficient. Predictive dialer technology has enabled contact centers to witness exemplary growth in sales, profits, agent productivity, and customer satisfaction. This led to an array of predictive dialer platforms flooding the industry and with so many call center dialers, it becomes difficult for businesses to choose the right predictive dialer that  completely fits their requirement.

Different predictive dialers serve different business use cases, and in this post we are going to take a look at what a Predictive Dialer is, and what to look for while selecting the one for your contact center.

Topics: Predictive Dialer Call Center Dialer

Why And How To Empower Customer Service Agents In Banking Contact Centers

 

We recently had an interesting discussion with a Customer Service Head of one of the leading banks in Africa, about how banking experience can be improved by empowering customer service agents with the right access to the backend applications for resolving customer queries efficiently. In banking contact centers compliance regulations are of utmost priority, and giving access of customer account information to agents is no less than opening a Pandora’s Box as it comes with its own share of pros and cons. 

So following our discussion, we thought to put together the various questions and scenarios related to empowering agents with the right data and how it can be done in a compliant manner to improve the contact center productivity.

Topics: Customer Service banking experience Agent Empowerment Banking Contact Center

10 Must Have Features In A Customer Support System

The harsh reality for today’s business organizations is that it takes months to find a customer and just few seconds to lose one. In the age of instant gratification, nobody likes to wait and if you are a B2C brand, then this becomes an even bigger issue. Your customers want quick answers to the queries at their convenience. Period. Now it’s your job to ensure how to provide the best customer support to keep your customers loyal to your brand. You need to keep in mind that building a good customer experience doesn’t happen by accident, it happens by design. A right customer support system in place can be a game changer for you to outshine your competitors by offering seamless customer service.

Topics: Customer Support Omnichannel Customer Experience,

Why Your Business Needs A Customer Interaction Management Software?

Customer experience thought leader, Shep Hyken has very accurately said, “Recognize that every interaction you have is an opportunity to make a positive impact on others.” This quote mirrors the underlying business requirement to have seamless customer-focused interactions at each stage of a buyer’s journey. Customer interaction management (CIM) is simply defined as the process an organization follows to handle all the interactions with its customers.

Topics: customer experience Customer Interaction Management CIM

5 Key Advantages of Auto Dialer Software for Call Center

Outbound call centers have multiple campaigns for several processes like cold calling for lead generation, following up and nurturing inbound leads, market research and surveys, etc. and mere manual dialing will not help in achieving the competitive targets. Agents using manual dialing usually end up having approximately 10-15 minutes talk time per hour as their major time is wasted in repetitive unproductive tasks like manually dialing the contact numbers and disposing off calls, facing busy tones, answering machines, and disconnected calls. An auto dialer software is operationally and commercially viable for a call center as it boosts the agent productivity by 200-300% by reducing idle time and proportionately increasing the talk time per hour.

Topics: Predictive Dialer Call Center Dialer Progressive Dialer Preview Dialer

How To Choose The Right Call Center Dialer For Your Business

According to Data and Research firm TOPO, on an average it takes 18 dials to connect with the potential buyer. Picture this in an ideal call center scenario. What you will see is the hapless call center agents only dialing out the numbers! Phone is still the most preferred channel of communication and if your agents are going to spend the majority of their time dialing the numbers, their productivity will definitely go for a toss. Agents should be doing what they are best at - talking to the prospects and customers instead of getting tangled in the task of manually dialing numbers.

Topics: Predictive Dialer Power Dialer Call Center Dialer