Fast Clear Down or FCD refers to the situation when a customer calling the contact center, upon hearing a delay announcement via the IVR, hangs up the call immediately. They are not ready to wait even a minute or two. FCDs impact the call center metrics very negatively. The only way to avoid FCD is to reduce the average waiting time or the ‘average time in queue’ as much as possible. Average time in queue is the average amount of time a customer waits in a call center queue, from the moment they enter the queue, in order to get his/her call answered by an agent. It is a very important call center KPI (Key Performance Indicator). It is the endeavor of every call center manager to keep the average-time-in-queue as low as possible. Continue reading “How 'Fast Clear Down' can Impact Call Center Metrics”
Why Chatbots Can Be Used As Internet of Things (IoT) Interface
What is the Internet of Things (IoT)?
The Internet of things (IoT) is a cluster of physical devices that can be sensed and controlled remotely through the exchange of data and information over an existing network. This allows better integration of these physical objects into the virtual world, improving efficiency of the applications and reducing the effort needed to control these. With the help of artificial intelligence (AI), IoT improves economic viability and accuracy of different processes and they can be used with ease in everyday life. Continue reading “Why Chatbots Can Be Used As Internet of Things (IoT) Interface”
How to Set Up an Automated Customer Feedback System
In order to establish an innovative product or service and make it successful, it’s critical for companies to listen to customer feedback. By collecting continuous feedback from customer interactions, businesses can develop a better product and deliver a better service. Feedback helps in identifying how the customers really feel about a product or service. Also, listening to customers and making them happy aid companies in creating long-term customer relationships, thereby generating lifetime revenues. Continue reading “How to Set Up an Automated Customer Feedback System”
How the Logistics Industry can Leverage a Digital Call Center
The digital evolution and the rapid proliferation in technology has changed the way in which customers want to communicate with organizations. The changing customer trend has clearly grasped every industry and with the available strong omnichannel strategy, customers are more powerful than ever. With the new trend in demand, the logistics industry also had to inculcate the change and explore ways to ensure that the new age cloud, mobile and digital technologies are leveraged in the system and innovation is mobilized in organisations. Continue reading “How the Logistics Industry can Leverage a Digital Call Center”
Customer Service And Social Media : The Fail And The Fix [Infographic]
![Customer Service And Social Media : The Fail And The Fix [Infographic]](https://www.ameyo.com/wp-content/uploads/2015/07/Fix.jpg)
‘Social Media’ is the new customer engagementhub. It lets you stay connected with your customers by giving you direct access in their lives. Social media is no more about just staying connected with your coven, but to actually leverage that social freedom to solving mass queries and reaching out to your customers on a wider platform. Continue reading “Customer Service And Social Media : The Fail And The Fix [Infographic]”
Ameyo Extends Contact Center Technology and Unified Communications on Cloud with Microsoft Azure
Microsoft Azure allows Ameyo customers to enjoy faster deployment of solutions, reduced maintenance hassle, and the option to scale on demand
Ameyo, an all-in-one contact center software is now available on Microsoft Azure. Ameyo offers Omnichannel Customer Experience and Contact Center Technology in the cloud and on-premises. Continue reading “Ameyo Extends Contact Center Technology and Unified Communications on Cloud with Microsoft Azure”
3 Factors to Consider Other Than Cost Before Moving Contact Centers to Cloud
Although cost efficiency could be one of the primary reasons for moving your contact center to the cloud i.e. adopting cloud-based applications, it is certainly not the only benefit that you would derive by doing so. A lot of experts and members of a company management take a short term, myopic view as a result of which they can miss out on all the other wonderful opportunities that await them for transforming their on-premise contact centers to cloud-based ones. Continue reading “3 Factors to Consider Other Than Cost Before Moving Contact Centers to Cloud”
8 Ways in Which You Can Make Your Contact Center Wallboard More Efficient
A contact center is completely dependent on the performance of its agents and employees. Since the work rate and speed of a contact center is time sensitive, it is important that vital metrics are measured on a continuous basis to assess the performance of a contact center as a whole, a group of agents or an individual. Contact center managers can gain a lot of insight from these vital statistics and make real time changes in strategies or give essential tips or instructions to agents to help them optimize their performance. Continue reading “8 Ways in Which You Can Make Your Contact Center Wallboard More Efficient”
Importance of Co-Browsing In Customer Service
Collaborative browsing or co-browsing allows two or more people to browse various web pages together. It has a high level of involvement in the customer service sector. A contact center agent can access the web browser on the customer or caller’s digital device and guide them to perform a particular action. It improves customer experience as it is a form of hands-on trainingand empowers the customer to solve a similar problem in the future through self-service. It also allows the contact center to gather a vast amount of useful information about the customer. Continue reading “Importance of Co-Browsing In Customer Service”
5 Biggest Customer Service Failures that will Cost your Business
The cost associated with several customer service failures is much more than a commoner can fathom, and we are not exaggerating even an infinitesimal amount.
According to studies, poor customer service results in an estimated $83 billion loss by US based companies every year, due to defection and abandoned purchases. Yes, it is a staggering figure to say the least.
But wait, there is more. Continue reading “5 Biggest Customer Service Failures that will Cost your Business”
