Call centers all around the world are at extreme risk from fraudsters. All it takes is one call or code for fraudsters to get access to various user accounts and important details. Callers who use low-cost communications carriers can fool call center agents by using publicly available data. Stolen information also becomes a problem while verifying users before big transactions. Continue reading “How Voice Biometrics can Help Contact Centers Tackle Fraudsters”
Agents in a call center are vulnerable to various stress-related factors. Some of them include working in an environment that may be distracting, experiencing high pressure while meeting various organizational standards, and facing high expectations from consumers.
This pressure is compounded by the continuous expectations to exceed performance metrics, while their service quality is continuously scrutinized by managers. All of these factors contribute to call center agent stress. There is a pervasive effect of stress on the agents, and their attitude in the workplace & their performance. That is not all because the stress they go through also has a negative impact in the organization they are working in. Continue reading “Why Burnout in Call Center Agents can have Significant Impact on Call Center”
“Jon, this task should be completed by Thursday,” Tom, a call center manager annoyingly exclaimed. Thereafter, Jon nodded, but rolled his eyes at his colleagues and made a quick parody on Tom.
For a larger number of people who are somewhat familiar to the call center industry, the job of call center managers seems a comfortable one – one that only includes shouting out orders. However, that is far from the truth for people who have observed the daily commotion that managers at call centers have to deal with on almost a daily basis. Continue reading “7 Best Call Center Agent Scheduling Practices to Up Performance”
Nobody plans their day with an agenda on their mind that today, I will ring up and spend 20 to 30 minutes of my day, hearing a flute solo only to know that my call has been connected to the ‘wrong department’. Continue reading “5 Reasons Why Customers Hate Calling Contact Centers”
Have you ever noticed how new hires will start their jobs with enthusiasm and genuine excitement? With fresh objectives and a new team, as well as a set of new products and processes to learn, its hard not to become inspired to give it your best at your new job! Continue reading “Contact Center Performance Management – Maintaining Motivation Through the 'Inflection Point'”
In order to be successful and viable in today’s highly competitive environment, a company must possess a customer-centric capability. Customers’ expectations have risen manifold and companies need to adapt themselves to meet their expectations to become profitable. It is no longer enough for companies to offer a great customer service. In fact, they should look forward to creating great experiences right from the awareness stage, through the purchasing stage and also through the post-purchase phase. Continue reading “How to Make the Transition to a Customer-Centric Organization”
Newly hired employees are always engaged, interested and excited for their new role. As time goes on and they gain the expertise in their jobs, the engagement level starts dropping as they become bored of doing the same mundane activities every day. This scenario is most common in the contact center industry where the agents become cynical and discouraged handling complaints and infuriated callers all day long. Eventually they leave and the company has to hire and train new employees. And this is an expensive affair, especially for small businesses with limited budget. Continue reading “5 Ways Gamification can Improve Contact Center Agent Engagement”
Gurgaon, 19th July 2016: Ameyo Emerge, a cloud based contact centre software built on the award winning platform Ameyo; has migrated to Microsoft Azure to enhance its customer service capabilities. With this, Ameyo, which accounts for a significant market share in the APAC region, is aiming for a dominant position in the rapidly emerging space with its SaaS (Software as a Software) based customer support offering through Ameyo Emerge. Continue reading “Ameyo Emerge announces transition to Microsoft Azure platform”
If you are running an outbound contact center, you require a competent CMS or campaign management system so that the dialer is aware of whom to contact or how to create a list of email contacts or phone numbers. If you have a more advanced CMS in place, it will enable your agent to record the kind of response given by each customer for a particular campaign.
Continue reading “The Role of Campaign Management System (CMS) in a Contact Center”
Cloud computing has continuously witnessed its share of concerns, especially around security and data storage. So much so that cloud computing security or, cloud security has evolved as a sub-domain of cloud computing and information security.
In precise words, cloud security can be termed as a broad set of policies, technologies, and controls deployed to protect data, applications, and the associated infrastructure of cloud computing. Continue reading “7 Cloud Security Figures that Startups should Pay Heed to [Infographic]”
![7 Cloud Security Figures that Startups should Pay Heed to [Infographic]](https://www.ameyo.com/wp-content/uploads/2016/07/Cloud_computing1.jpg)