Social networking has proved as a golden egg for many businesses. And this statement is backed by a plethora of research and facts. Studies conducted by leading market research firms indicate that more than three-quarters of prospective customers rely heavily on social platforms to make decisions about their purchases. Also, more than eight out of ten individuals get influenced by a friend’s comment or post. According to MarketingTechBlog, an average American spends approximately 37 minutes a day on social sites. And this half hour is sufficient to influence the success of businesses.
Did you know that 44% of consumers prefer a live person’s assistance while shopping online? They appreciate it because their questions are promptly answered at any point during the online purchase experience. This is what a study on Making Proactive Chat Work, conducted by Forrester Research, revealed.
Call tracking software helps the agents in monitoring and analysing the customer’s calls. Call tracking is an easy way to assess the customer’s intelligence and it even helps in tracking the company’s ROI. At the same time it helps in measuring the key performance level of your agents. The few benefits of call tracking software have been listed below:
When looking to engage your customers into your brand, you might face countless number of challenges because customers are spoilt with alternatives. Here, the call centers come to your rescue and can help you in gaining the client’s attention. But eventually, even the call centers these days are facing several challenges to flatter their customers. The agents can not rely on the traditional methods, where they would only be available on phone. Millennial customers are multichannel users, they expect the call centers to interact with them on their own platform, in whichever they are habituated to. Email, mobile, social and web are their new podiums. So, call centers have to adapt the Gen Y methods to bring customer’s focus. They need to upgrade their technologies and tools to keep pace with the customer’s expectations.
2014 has gone by and when you look back, you feel you have committed a few gaffes last year that would have caused you serious trouble in business. No worries, this New Year gives you a chance to wash your hands clean of any past transgressions and get a fresh start, fixing up and learning from the mistakes that you committed. Continue reading “Auto Dialer Software Regulations in the US that you should know”
Do you want your employees to outperform your competitors by 202%? Then all you need is a team of engaged employees. This is what a report by Gallup, an American research-based, global performance-management consulting company, said. In addition, research by Forrester shows that “only 31% of organizations closely monitor the quality of interactions with target customers.” However, if organizations focus on periodic training, first call resolution is expected to be 65% vs. 58% for organizations that don’t, says Parature. So, the top three drivers for investing in customer experience management are improved customer retention, enhanced customer satisfaction and increased cross-selling and up-selling. Continue reading “Best Coaching Strategy for Underperforming Agents in a Contact Center”
In the past few years, the telemarketing industry in the UK has groused drastically when the abandon call regulations were revised; a strong proof that they have been implemented across successfully. Or we can say perhaps, it’s an evidence that organizations have gradually learned to use their diallers better.
Ofcom, the UK’s independent regulator and competition authority for British communications industries, has reported that the number of registered complaints concerning abandoned calls has dropped by 27 percent since April 2013. Continue reading “Automatic Dialler Software Regulations in UK that you should know”
I am sure you must have experienced receiving a call and when you answer it either there is noone on the other end or you hear and dial tone and the phone disconnects. You my friend has been on the receiving end of an outbound dialer call.
With every CRM tool integration, Ameyo Engage gets closer to its objective of helping businesses deliver exceptional customer service seamlessly. Ameyo Engage is an All-In-One cloud based call center software for Customer Service, Support, and Helpdesk operations. Ameyo Engage integrated with Freshdesk (SAAS based ticketing tool), a smart customer service application which empowers businesses to engage with their customers (stakeholders) across their lifecycle for a personalized customer experience. Over Engage-Freshdesk integrated platform, customers are empowered to seamlessly raise tickets with no hassles saving reps’ time by automating the whole customer service process end to end.
Cloud Contact Center ‘clouding’ over traditional contact centers
Technology advancements along with business environmental drivers are shaping up the market significantly for cloud based contact center There has been a recessionary boost where the managers going through highly constrained budgets, tried and tested the complementary/ auxiliary cloud solutions to start with along with their legacy applications. However, with increased confidence on the cloud with their experience, the managers foresee realizable business benefits outweighing perceived challenges. The cloud contact center software providers have reached maturity in terms of the solution applicability to customer’s generic and unique business needs. This has definitely boosted the confidence among the buyers for CCaaS. Continue reading “Cloud technology to power your contact center like never before”
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