![The Six Laws of Customer Experience [Infographic]](https://www.ameyo.com/wp-content/uploads/2016/10/The_Six_Laws_of_Customer_Experience_Infographic.png)
It is critical for every customer-driven organization to focus on customer experience to stay ahead in the competition. The six laws of customer experience are fabricated to empower highly effective customer service efforts. These will help a company to take smarter and intelligent decisions on how to treat its customers and how to drive sustainable improvements. In order to improve customer experience, organizations must understand and comply with these underlying realities. Continue reading “The Six Laws of Customer Experience [Infographic]”
5 Biggest Challenges Faced by Startups and the Best Tools to Combat Them
Starting a new business can be exciting but is also terrifying at the same time. A startup founder can face a number of challenges and hindrances at any given time. From getting the business idea off the ground, to hiring the right team to develop the business, to raising finance, to defining you brand’s image, there are n number of obstacles that you must overcome to ensure success and longevity. Continue reading “5 Biggest Challenges Faced by Startups and the Best Tools to Combat Them”
How to Transform Contact Centers into Customer Engagement Centers
Traditionally, among the customer-facing functions, contact centers have always been viewed as a part of doing business, never as a priority – that honor always went to the Marketing and Sales teams. Many do not even know that originally contact centers were started ‘as a means to cut costs and consolidate aspects of operations’.
It took quite a long time though, for experts to realize that no one speaks to customers as much as contact center executives, and more importantly listens more about what they have to say. That way, contact centers are the single best source of primary data in every organization. Continue reading “How to Transform Contact Centers into Customer Engagement Centers”
Call Centers as seen through the eyes of Call Center Agents
If there was one boon that the British gave us – it will undoubtedly be the gift of English language. So etched it is into the Indian culture, that till today it stands tall as one of the two preferred official languages of the sub-continent.
We were quick to learn the language and were able to win the hearts of the British bosses and create unparalleled proximity to work, higher learning and beneficial partnerships. Englishmen have left behind a legacy of the language, that brought us to one of the biggest revolutions of the 21st century – the call center. Continue reading “Call Centers as seen through the eyes of Call Center Agents”
5 Top Customer Service Trends Driving Growth in Contact Centers
The ever-evolving dynamics of the technological landscape is not unfamiliar anymore for most people in this planet. Almost everyone has been influenced by the massive and speedy changes in technology some way or the other.
As a result, the way people chose to interact has also undergone drastic changes over the past few years, and this has overhauled customer service in more ways than describable. Continue reading “5 Top Customer Service Trends Driving Growth in Contact Centers”
Why You Should Pay Heed to Customer Journey to Better Customer Experience?
Most organizations are good at collecting data. But often this data collected, lacks to show the actual emotions and true customer experience. You can gather true insights and know more about your average buyers or customers with detailed analysis and some insights on customer journey. Continue reading “Why You Should Pay Heed to Customer Journey to Better Customer Experience?”
5 Methods to Promote a Customer-Centric Culture at your Contact Center
Today, we exist at the cusp of a technological revolution that has proven to provide not only resolution based commodities but also serves to induce a sense of holistic services. At such a moment, one might argue that customer care responders, services and call centers need to radically transform themselves, to accommodate and cultivate a unique perspective of customer-driven engagement centers.
Continue reading “5 Methods to Promote a Customer-Centric Culture at your Contact Center”
Will Robots be the God of Customer Service in the years to come?
Waiting in queue for long time or getting immediate assistance online.
Which one is a convenient option for you being a loyal customer to a brand.
Obviously, immediate response to query is what customers of new generation seek for. If we talk about quick resolution, there arrives the need for superior and extraordinary service. But, with the advancement in market place more focus is being paid to the intelligence and science behind smart technologies.
Continue reading “Will Robots be the God of Customer Service in the years to come?”
How Contact Center Technology is Revolutionizing the Car Rental Industry
The car rental industry took in around $27 million in revenue last year. With a million-dollar increase over 2014, the rental industry is expanding as more and more Americans are hitting the open road and traveling for work and leisure. So, as rental companies and startups reach beyond their existing customer bases, customer experience management software is also revolutionizing the way that agents and other professionals are servicing travelers nationwide.
Rental Companies as Retailers
A 2015 study by Cognizant found that when travelers utilize rental companies, they find the most value in simple, easy-to-use booking technology and customer interface software. Cognizant also found that up to 41% of professionals who routinely travel for work find value in automated booking and returns processes. So, what does this mean for companies looking to make their customer service more efficient and focused?
For rental agencies throughout the country, the challenge of streamlining bookings and returns lies with the vetting process required for the industry. Agents need to confirm driver’s’ eligibility, proof of insurance, perform routine vehicle cleaning and maintenance, among other standard upsell or cross-sales opportunities that come about during the booking process. Due to these rigorous standards, booking and returning a vehicle can take anywhere between 20 minutes and 1 hour.
With automated or streamlined bookings, rental companies can enhance the customer service experience. Leading rental companies like Hertz and Enterprise utilize automated check-outs. However, more specialized companies such as Airport Van Rental, which services a number of cities nationwide, go the extra mile. This van rental company provides concierge services in addition to vehicle pick-up and drop-offs.
Travelers On the Road
Aside from advances in mobile-first, omnichannel platforms have given new face to customer service. Companies are taking more customer-focused approaches to reach travelers wherever they may be throughout their journey. If customers encounter maintenance issues, this can be addressed by intuitive on-board telematics and sensors that notify contact center representatives of any problems or malfunctions.
Cognizant said, “Large car rental companies are already using these technologies through new carsharing operations. Avis subsidiary Zipcar and Enterprise Rent-a-Car subsidiary Enterprise Car Share, for example, have fitted their fleets with telematics systems. This allows the companies to automatically access and track the vehicle’s location and carry out reporting.”
How to Make a Perfect Sales Call
You have to make sales, no matter what business you are in and sales is a numbers game. In order to make more sales, you need to reach more potential customers. But you can’t ignore quality in favour of quantity. Being more productive and successful when making the sales calls will help you in meeting or exceeding your sales quota by making fewer calls. Continue reading “How to Make a Perfect Sales Call”
