Customer service agents often make certain statements and say things, either out of ignorance or out of negligence, that leave the customers unvalued and angry. Effective training of the call center agents is essential when it comes to increasing customer satisfaction and loyalty. Ongoing coaching on “what to say” and more importantly “what not to say” when a customer calls, is really critical. By replacing displeasing phrases with professional and positive words, one can improve customer experience to a considerable degree.
What defines a contact center’s profitability? Contact center success is typically measured in the form of improved operational efficiencies, agent productivity, cost reduction, and customer experience. These measures have become the status quo of benchmarking contact center performance becoming the primary focus for majority of contact centers. But the problem lies in articulating how organizations “profit” from contact centers. Continue reading “4 Tips to Transform your Contact Center into a Profit Center”
Gurgaon, August 17, 2015: Ameyo, a leading contact center technology, and customer experience expert with practice leadership in more than twelve industry verticals, today announced that TMC, a global integrated media company, has named Ameyo as a 2015 CUSTOMER Magazine TMC Labs Innovation Award winner. This is the fifth consecutive year in which Ameyo has received the CUSTOMER Magazine TMC Labs Innovation Award. Continue reading “Ameyo Honored with 2015 CUSTOMER Magazine TMC Labs Innovation Award”
Workforce Management Solutions are gradually becoming an integral part of contact centers everywhere. By accurately forecasting customer demand, scheduling and managing the workforce, and gaining real-time visibility into staffing and call volume metrics, WFM Solutions have gained high adoption rates. Continue reading “Essential Workforce Management Capabilities [Whitepaper]”
Live chat has emerged as a powerful widget among the many multi-channel service options available today. It allows companies to quickly engage in a conversation with the customer and effectively close more deals. However, simply integrating live chat software with the website is not going to solve the purpose. It is equally imperative to have a knowledgeable and well-trained operator to manage the chat if you want it to make a positive difference to your sales figures.
Call center agent is often a thankless job, angry customers yell and blame them for their dissatisfaction. The agent faces more of humiliation than appreciation, it gets grueling and frustrating. The customer service job is selfless because when they get a favorable response it is not acknowledged to them, it is the company that gets the credit. They certainly deserve our respect.
Call center attrition rate has always been a concern for contact centers. Due to this, contact centers have always been under cost scrutiny. Agent churn has a major impact on the work aura, yield, and performance metrics. Every time a trained agent leaves, fewer are left to ensure optimum level of service, and in this period managers must endure the recruiting and hiring process to fill in the vacancies. This can have a major impact on the contact center KPI ultimately leading to poor customer service. The question is how better the customer service would be if the agents were satisfied with their work?
We all are aware of the fact that contact center services have a huge part to play when it comes to improving an organization’s productivity and efficiency. And in order to drive the productivity improvements we do need to pay attention towards the call center agents and how consistently we could achieve the best out of them. Continue reading “6 Tips to Improve the Productivity of Your Call Center Agents”
Call monitoring and scoring in contact center plays a crucial role in providing valuable insight on customer’s needs for making more informed business decisions. Contact center managers are increasingly using monitoring and scoring in order to enhance the performance of agents for improved levels of customer service, thus increasing the overall efficiency and profitability of the contact center.
Gurgaon, August 3 , 2015:Ameyo, the market leader in contact center technology and omnichannel customer experience, today announced that Vembu Technologies, leading provider of affordable software and cloud services for data protection, disaster recovery and CRM, has chosen Ameyo Contact Center Technology to add intelligence to its outbound dialing strategy. Vembu Technologies deployed Ameyo platform to provide customers an intuitive, guided and cohesive customer journey while easily onboarding new clients. Continue reading “Vembu Technologies Selects Ameyo to Power Smarter Customer Experiences”
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