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 …

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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 …

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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 …

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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 …

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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 …

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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 …

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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 …

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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 …

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