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Ameyo Callversations

Kamna Datt

Kamna Datt

Kamna Datt is a Content curator and Marketing Manager at Ameyo. As someone who appreciates literature especially Victorian classics and poetry, she loves to read, write and follow popular trends on the internet. When not penning down thoughtful notes and content she loves to play with her dog or whip up a fancy meal for friends and family.

Recent Posts by Kamna Datt

What is CTI? How Does it Work with Salesforce?



Although many businesses have hopped the omnichannel bandwagon in recent years,  phone  is still the most preferred channel of communication. A study conducted by 
North Ridge Group found that 56% of the respondents still prefer  phone  to reach out to the customer service desks because it's effortless and easy. 

Creating the Next Generation Outsourcing Centers in Bangladesh

 

Since the early 2000s, the economy of Bangladesh has consistently grown at an annual pace of 6%. There is a massive growth and improvement in different sectors -education, health and manufacturing. In fact, as per a PwC report, the country is expected to become 28th largest economy in the world by 2030. These predictions is closely associated with the growth in the job market.

Topics: contact center contact center software contact center technology

How To Drive Your Organization Towards CX Maturity

As per a Mckinsey report, “70% of buying experiences are based on how the customer feels they are being treated.” This means that customer experience matters more than ever before. CX consulting firm Walker also forecasts that by 2020 customer experience will take over price and product as the key brand differentiator. This is forcing enterprises to take CX more seriously. But despite all the talk, the ground reality suggests otherwise. A recent Forrester study claims that “the average customer experience (CX) is getting worse, not better”. The primary reason for this gap is that enterprises fail to engage their employees “more intimately with the CX process”.

Topics: cx strategy Customer Experience Software Omnichannel Customer Experience, ROI cx maturity

How to Overcome Technology Challenges In Omnichannel CX

Ahead of Ameyo’s participation at the 7th Edition of the Big CIO Show held in Mumbai on 14th & 15th March 2018, we had written a blog about the “Role of IT in Delivering Omnichannel Customer Experience. In continuation to that discussion, our attempt this time is to shed light on how to tackle the technological challenges that come in the way of Omnichannel contact center solution. It is estimated that more than 50% of organizations will redirect spends towards customer experience innovation this year.

Topics: challenges Customer Experience Software call center technology call center improvement Customer Support omnichannel solution omnichannel software ticketing system, sentiment analysis

Chabots-Ready to Overtake Customer Service in a Big Way (Infographic)

Lately, if you have contacted with your broadband provider or your bank, there is a very good chance you may have interacted with a bot, rather than a human agent. Chatbots are taking over customer service in a big way. And there is a good reason for that. The technology wonder is not only going to save enterprises billions of dollars, it is also expected to transform the  customer service landscape. AI powered Chatbot for customer service enables businesses to engage with the customers better and has an incremental role is improving customer experience (CX).

Topics: customer experience chatbot customer satisfaction customer experience trends AI

Re-Inventing Ticket Management System with AI

For a business or service provider, nothing is more painful than being slammed for slow and inactive customer support by their customers. And this is even more true in the era of social media. Any negative experience and a customer is more than ready to tag the company or service provider on social media channels complaining about the issue. Slow and delayed response not only leads to negative customer experience, it can also impacts sale and revenue of a business. After all, social media reviews have a profound influence on buying decisions of tech savvy customers.

Topics: customer experience customer experience strategy ticketing system, ticketing management heat maps AI sentiment analysis

Role of IT in Delivering Omnichannel Customer Experience (CX)

What is the definition of a true omnichannel customer experience? The answer is consistency. Customer today are more powerful than ever before. They demand greater degree of personalization, wider choices in communication channel and quicker response time. However, in the absence of cross department or cross-channel communication, omnichannel channel customer experience can be dampened. This is mainly because of poorly integrated systems.

Topics: customer experience omnichannel solution

Mobile Banking, AI and Chatbots : Banking Infrastructure in Africa Embraces The Tech Revolution

In my earlier blog, I had highlighted the changing landscape of the banking ecosystem in Africa. With the onslaught of technology, stability of financial institutions and awareness, customers in Africa now demand superior CX (Customer Experience) from their banks. This is a very natural and organic transaction that is driving banks to adopt emerging technologies to achieve seamless banking experience. For the same reasons, it is not surprising that the key points of discussion at the recently concluded DOT finance summit in Rwanda was around the adoption of mobile banking, AI, chatbots and its overall impact on customer experience and risk management.

Topics: customer experience trends

How to Connect More? Secret to a Successful Outbound Calling Strategy

A well defined outbound strategy is an integral aspect of customer outreach and campaign management. Although, many businesses have turned their focus to inbound, certain processes, especially those dealing with collection, financial services, real-estate, and telecommunication need a robust outbound calling approach. The key is to be able to dial out high volume of calls in a short amount of time. The math is simple, higher connected calls translate to greater outreach, several minutes of talk time, increase in new leads and improved business outcome.

Topics: call routing strategies outbound strategy