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Ameyo Callversations

Sushovan Saha

Sushovan Saha

Marketing Manager, Sushovan keeps a good track of contact center solutions and his interest in sales reflects in his articles. He is someone who rarely adopts the ‘tried and tested’ formula and this attitude allows him to be at his creative best when the time calls for it.

Recent Posts by Sushovan Saha:

Top Customer Experience Questions that Raised Eyebrows at CX Management East Africa Summit

In one of our latest blogs, we had talked that Africa started to adopt digitalization quite late compared to developed economies around the world.

We got reminded of this fact in the recently concluded Customer Experience Management East Africa summit in Kenya, where it was repeatedly stated that Kenya would invest on social media as a channel. Perhaps - much faster than some other markets in the west, because of its penetration!

Topics: Customer Service customer experience

How East African Businesses can Thrive by Upping the Ante in Customer Experience

Back in 2014, one of EY’s report stated that more than 50% of the customers in Kenya reported a bad experience when transacting, compared to a third of bank customers globally.

The reason for this rather alarming number in bad customer experience was largely blamed on aggressive uptake of technology innovations by brands, thereby - creating technical hitches that trickled down to customers.

Topics: Customer Service customer experience 360 Customer View

Specialized Contact Center Agents vs. Generalized Contact Center Agents: Which is a Worthy Fit?

‘Time’!

Regardless of what anyone does in today’s high paced world, one thing we all unanimously can agree on is that - ‘we all are wrestling with time, or rather the lack of it’!

The long and the short of this premise is that it has rubbed notably onto the contact center industry. Effective time management seems to be the buzzword for contact center agents, at a time when the industry is betting big on the colossal power of customer experience and an Omnichannel environment.  

Topics: Call Center Agents customer experience contact center

Why We Believe in the Voice of Customer, and You Should Too! [Infographic]

It has been quite some time that we started to emphasize on relevance and degree of importance of customer experience memories or CX memories, in an ever-increasing hyper connected world. However, no matter how much we focus on its significance, a great deal remains to be done from brands around the world.

Topics: Customer Service customer experience

How to Carve the Best CX Memories under Mounting Expectations in APAC

In a region where customers prefer a ‘mobile-first’ company, creating great customer experiences is quite a daunting task.

Yes, we are talking about the Asia-Pacific region where smartphone adoption overtook computer adoption for the first time in 2014. At present, brands are struggling with the complexities of creating a CX-friendly culture in APAC.

Topics: Customer Service customer experience

How to foster Customer Engagement in a Hyper Connected World

What makes any business tick?

Some may argue that the role of ideation and strategies contributes to businesses more than anything else. However, the fact is that customer engagement matters the most, if any business hopes to be in the game for the longer run.

Superior customer experience can only be attained through better customer engagement tactics. Even the best businesses can cease to exist without proper customer engagement. However, with the changing dynamics in customer communication, brands have started to be smarter in utilising technology to evolve engagement strategies.

Topics: customer experience Mobile

CX Memories is the Cornerstone for Awe-Inspiring Customer Service

Ask yourself this question - has your brand made genuine and relentless efforts to create Customer Experience (CX) memories?

If the answer is not a clear ‘yes’, you can be dead sure that your business is not providing awe-inspiring customer service, that results in deep admiration.

To understand what we mean by CX memories, go through this blog - How to Create Awesome CX Memories with Delightful Experiences that we had written sometime back.

Topics: Customer Service customer experience

How to Create Awesome CX Memories with Delightful Experiences

Customer Service is dead. Long live Customer Experience!

On an average, people interact more with businesses as compared to their friends, these days.

That’s it - right there! Yes, businesses now have the opportunity to get closer than ever to their customers, to become their friends, or at least much more than customer service agents.

This is where creating true customer experience (CX) memories come in to the frame, memories in the form of awe-inspiring experiences for customers to remember, and ultimately resulting in deep admiration for any brand.

Topics: Customer Service customer experience

Why Customer Interaction Management Software can Benefit E-Commerce Manifold

Worldwide retail e-commerce sales will reach $1.915 trillion by the end of 2016.

Yes, you read that correctly, and the figure is likely to more than double itself by 2020 – when it is touted to top $4 trillion, according to eMarketer.

The new-age predicament in e-commerce is less around gaining news customers and more to do with the management of interactions at various stages of buyer’s journey and multiple mediums of interactions.

Topics: Industry Challenges customer experience

Why Emotional Quotient Trumps IQ in Customer Engagement

“There is within the human heart a quality of intelligence which has been known to surpass that attributed to the human mind.” -  Aberjhani

No, this is not a blog that is meant to cope up with an emotional heartbreak. However, today we are going to make a sincere attempt to simplify why emotional quotient can’t be discounted, in an attempt to drive superior customer engagement in present times.

Topics: Customer Service customer experience