Call quality monitoring just does not involve doing a quality check of the daily recorded calls handled by your call center agents. It is a much complicated process which is imperative for your business’s growth.
Call quality monitoring takes into account actual facts and figures. It includes carefully tabulating the dos and the don’ts and subsequently doing a rain check to assure the same. If your call center agents are handling a daily average of 100 – 200 calls, it is important that you start emphasising upon the importance of having a great call quality monitoring system in place. Continue reading “5 Ways to Improve Call Quality Monitoring Practices”
Making the move from Multichannel to Omnichannel Contact Center
Mr. Henry was ordering food with the help of a food delivery app, but got stuck due to an error while making payment. Eventually his money was received by the app but the order was not confirmed. He thought to interact with the customer support agent using the live chat feature, but the option was not available. He tried calling the customer support department, but the queue was so long that he decided to try another option. Finally, he made a post on the Social Media page of the company, but did not get any response even after 5 days. Continue reading “Making the move from Multichannel to Omnichannel Contact Center”
How to Optimize Your 140-Character Tweets for Customer Support
If you haven’t spend 30 minutes trying to contact a call center, let me tell you this, you are one in a million. There are times when you even had to wait for several days for getting a reply to an email that you had written to an online store’s customer service department for checking your order status. Continue reading “How to Optimize Your 140-Character Tweets for Customer Support”
Top Contact Center Analysts and Leading Thinkers on Social Media
The customer care and support industry is going through quite a transformation. In this decade, we have seen a number of disruptive technologies that have changed how contact center managers and leaders work.
These innovations have not only galvanized the industry but also improved user experience and convenience. Gone are the days of linear telemarketing and simple emails. Manual call distributions have also become a thing of the past.
The wide distribution of smart phones, growth and popularity of social media, digitization of traditional contact center processes, development of unified communication technologies, innovative software applications (support), cloud computing and the affordability and rise of big data have disrupted and revolutionized the communication industry beyond recognition. Continue reading “Top Contact Center Analysts and Leading Thinkers on Social Media”
6 Ways Reliable Customer Service can Increase Startup's Sales
Good customer service is not only critical to the success of any business but it is equally crucial in building customer base and sustaining their loyalty. It is a mechanism for ensuring customer satisfaction and it also helps to set the roadmap for the future of any business. With rising competitive pressures, creating a highly differentiated customer experience can lead to higher customer satisfaction, reduced churn rate and increased revenues. Continue reading “6 Ways Reliable Customer Service can Increase Startup's Sales”
How can you Optimize the Estimated Wait Time in your Contact Center?
If the waiting time in queue in your contact center is uncomfortably long for your customers who call, invariably some callers would hang up in disgust. Even if an agent calls back, the customer may be uncooperative or may decide against having any kind of transaction or business with the contact center.
Now this, in turn, can have a spiral or domino effect. A disgruntled customer would surely register complaints against the lack of proper service received from your company. This would usually spread like a wildfire in the customer circle. You can be rest assured that similar incidents would be recorded as more customers would use the same method of grievance redressal. Continue reading “How can you Optimize the Estimated Wait Time in your Contact Center?”
Simple Troubleshooting Methods To Resolve VoIP Call Quality Issues
Many customers complain of poor quality in the calls they receive or make to a contact center. This can result in a reduced customer experience and higher churn rate. As a result, many contact centers are witnessing a dwindling volume of voice calls.
Despite these issues, VoIP calls have some inherent benefits like cost reduction, scalability and lower chances of complete “breakdown” or disruption, in comparison to traditional landlines that you cannot ignore as a contact center owner.
It is in your best interest that you should try to resolve the “pain points” and enjoy the advantages of VoIP calls. Here is the list of some problems and their solutions. Continue reading “Simple Troubleshooting Methods To Resolve VoIP Call Quality Issues”
Will Chatbots Play a Major Role in Contact Centers in the Near Future?
Have you been caught off balance after reading the title? Well, brace yourself then. This is a very real possibility and to tell you the truth, chatbots have already breached the space which was once considered the sole realm of human beings. A customer care executive is supposed to have a certain level of maturity and intelligence to deal with customer service requests but with the massive advancement made in the field of artificial intelligence, ‘intelligent’ chatbots are also showing off their skills with remarkable efficiency and competence. Continue reading “Will Chatbots Play a Major Role in Contact Centers in the Near Future?”
Why You Should Rethink Your Social Customer Service Strategy [Infographic]
![Why You Should Rethink Your Social Customer Service Strategy [Infographic]](https://www.ameyo.com/wp-content/uploads/2015/11/Social-Customer-Service-Strategy.jpg)
With the advancement in technology and people becoming more tech savvy, organizations are making a shift towards a more strategic customer oriented program. The new age customers are informed and expect quick resolution to their queries. The traditional communication process has been replaced by various channels like social, email, mobile, chat, etc. In brief, omnichannel communication has conquered the world of customer service where businesses focus more on improving customer retention and building brand loyalty. Social customer service is one of the strategy that has changed the way businesses interact. Continue reading “Why You Should Rethink Your Social Customer Service Strategy [Infographic]”
Tips for Choosing the Best Integrated CRM Software for Small Businesses
CRM (Customer Relationship Management) software helps organizations to deepen and manage customer relationships in an organized way. Conventionally, CRMs served as an automated tool to manage and track customer data. However, today with the advent of smarter CRM solutions, its importance has grown in the marketplace. Based on modern computing technologies, today, CRM can be used by businesses to set and measure sales goals , deliver and track campaign performance, manage customer interactions on social media and to match customer’s needs with company’s offerings. It also brings all the departments- sales, marketing and customer service-on the same page, thus making the business operations more efficient. Continue reading “Tips for Choosing the Best Integrated CRM Software for Small Businesses”
