![Why There is No Escape from Listening to your Customers [Infographic]](https://www.ameyo.com/wp-content/uploads/2016/04/Why-There-is-No-Escape-from-Listening-to-your-Customers.jpg)
From time immemorial, word of mouth has been a core customer engagement factor when it comes to product consideration and purchase. The more sure people are about a product, the more are they inclined to go for its purchase. The idea of being sure about a brand or product largely depends upon the trust factor, and that trust is derived from a reliable source. Continue reading “Why There is No Escape from Listening to your Customers [Infographic]”
A Balanced Call Center Scorecard and the Way It Works
A lot of call centers use balanced scorecards to track their performance. On the opposite end, there are some who are still not familiar with the concept of a balanced scorecard and how it works. A balanced scorecard is now a popular methodology to describe one’s business from the standpoint of the organizational performance. It constitutes of all the elements of a business that cannot be quantified or defined in terms of functions and costs otherwise. Continue reading “A Balanced Call Center Scorecard and the Way It Works”
12 Things Call Center Agents Need to Know About Changes in Customer Behavior
Working in a call center is serious business. There is a reason why Human Resource departments prioritize health and wellness: the job can be extremely stressful at times. Imagine listening to an average of 80 people a day (or night) complain about a product they purchased, a service they received or just about anything they need a customer service agent for. Continue reading “12 Things Call Center Agents Need to Know About Changes in Customer Behavior”
Why Omnichannel Contact Center is Constructive for your Business
Nah, you got that wrong… this is not one of the very many blogs which introduces Omnichannel as a fancy terminology for your contact center. To be true, Omnichannel is no more a buzzword, rather a prerequisite for all contact centers to survive and thrive in a world where customer interactions are at a maximum.
Omnichannel contact center has rapidly become the smartest way to engage with customers by superior management of customer interactions across all mediums. Now, modern businesses can’t hope to exist and prosper without a fully functional Omnichannel contact center. Continue reading “Why Omnichannel Contact Center is Constructive for your Business”
The Multiple Benefits of Co-Sourcing for your Call Center
Co-sourcing in call centers is becoming quite popular nowadays. According to this arrangement, some of the agents in a call-center work in-house while others work for a service provider externally. When a call center employee works for an external service provider, it is the latter’s responsibility to look after functions like recruitment, managing, staffing, and training the agents.
Continue reading “The Multiple Benefits of Co-Sourcing for your Call Center”
Major startup trade shows in India to showcase Ameyo Emerge Technology
Gurgaon, 27th April, 2016: The Indian startup ecosystem is expanding like never before, and while yesteryear witnessed massive strides in funding announcements, 2016 is off to a sober start with layoffs, lower valuations and what we call as growth pangs. However, all is not gloomy as startups will soon witness a new fervour. Continue reading “Major startup trade shows in India to showcase Ameyo Emerge Technology”
6 Ways Cab Startups can Crush Customer Interaction Challenges
Do you remember the time when one had limited options of booking a cab? I know the world these days is immersed in the entire ‘app first’ phenomenon, but c’mon you must have some memory of how cab services were some years back – yes one could book a cab primarily through the phone.
Times have changed, people have changed, and likewise, customer interaction has observed massive transformation. While app based cab startups have opened a new realm of opportunities for people to avail trouble-free and on-the-go transportation, it has also posed several new challenges in customer interaction for these companies. Continue reading “6 Ways Cab Startups can Crush Customer Interaction Challenges”
How to Design an Effective Call Scoring Evaluation Form
The simplest way to design a call scoring evaluation form would be by taking the help of a reputed Quality Assurance vendor. Usually, such vendors have various kinds of sample forms and do not mind sharing them, especially when they feel that you may purchase their solution.
Continue reading “How to Design an Effective Call Scoring Evaluation Form”
5 Great Ideas to Manage Customer Engagement Like Never Before
All work and no play, makes jack a dull agent.
Yes, a dull contact center agent.
Wondering what is wrong with your customer engagement goals? Why is it so, that even after putting significant efforts, your business isn’t able to optimise the customer base?
Sometimes, your customers come to you seeking not just the luxury of being served with the best possible customer service experience, but they also want to feel engaged and be a part of your business process. Sometimes, it is how well you place your customer engagement strategy and how brilliantly you define customer engagement goals, that will become a governing factor, towards building a sustainable customer base.
The call center industry can be taxing at times. It can demand a lot of effort, patience, persistence and still yield low satisfaction rates. The key to solving such problems, which at one point of time or another all call center managers face is to have a little dash of creativity in all your work processes and leveraging it towards customer engagement.
Still feeling curious on how can that be done? Here are some videos which clearly explain the basics of having a fool-proof customer engagement strategy and what value does it holds in present day call center industry.
Watch. Learn. Leverage.
1. What Happened 30 Years Ago vs What Happens Now?
Everything is changing, everything is evolving. How can your customer engagement goals, strategy be left behind? If you have been thinking about a strict top-bottom approach, it is now to re-think and re-do.
2. The New Rules Of Engagement
Your customers will not give you a second chance. They will hop from your brand and switch to another, in a matter of 30 seconds. The statistics have long changed. The statistics are changing. Here’s what you need to know.
3. What is Your USP?
Your USP – Unique Selling Point, is what that will give you an edge when it comes to leveraging your three greatest assets. What are these 3 assets? How do you make them count? Watch and learn.
4. Isn’t There A Simple Formula?
Yes, there is. Follow the rules and mathematics shall guide you home. Customer engagement is very closely related with customer value. If you can grab hold of your customer value index, you can have many satisfied and happy customers. Here’s how.
5. Let’s Summarize
Having happy customers is directly related to having happy employees. If you think that you can have the former without the later one, you are highly mistaken. Here are top 10 takeaways to ensure best engagement strategies.
We hope this was useful for you! Have any feedback or tips? Let us know in the comments section.
Call Calibration Process and its Importance in Call Centers
Delivering excellent customer service is only possible when many business areas contribute in some way or the other. The organization’s website should be user-friendly and navigable, frontline staff should be friendly while interacting with customers, and agents in the call center should be extremely knowledgeable.
A key strategy to deliver consistent and superb customer service through a contact center is to regularly engage in systematic call calibration process. In these sessions, the agents of a contact center and their supervisors come together along with a vendor who is entrusted with monitoring quality. Continue reading “Call Calibration Process and its Importance in Call Centers”
