Call centers are still perceived as cost centers, even though they are not. You can turn it into a profit center if you minimize your extra cost.
The top management is reluctant to pump more money in call centers, since they see no revenue value, placing call center managers in a tough spot. This increases the pressure to identify venues to reduce cost. The managers are demanded to pay more attention to the operations which are high cost recurring. So, they can take necessary measures to implement methods that would reduce the cost of the call center, without compromising on the level of customer support and customer service quality.
Customer Service is recognized by 75% companies as a competitive differentiator, according to the 2015 Global Contact Centre Benchmarking Report. It is no wonder then that the industry has seen major technological innovations in order to improve C-Sat levels and increase sales. One of the biggest changes in terms of software has been the migration to cloud platforms. This has allowed for further integration with business tools and better analytics, along with more efficient customer service. However, these changes are the foundation for bigger changes in the way that a call center software transforming into an agile customer engagement hub. Continue reading “5 Innovations That Will Define Contact Center Technology in 2016”
One of the challenges for businesses today is to know who their target audiences are. Your customers’ habits can help you solve the enigma. The frequent and infrequent visits on your website, ebook and whitepaper downloads, responses to your forms and the contribution in your web traffic, etc. can help you better understand your customers and make better business decisions.
The success of any call center campaign starts from its data accuracy. Accurate data is the foundation to top-notch customer service. It is estimated that Call center managers spend an average of 20% to 30% of their time scrubbing through bad data. But, how can you insure that your campaign starts off with the right step. Here the infographic by Experian that reveals the necessary steps to improve the call center’s data quality.
Hyperlocals, marketplaces, aggregators, last and first mile logistics, mobile app-based startups; and the list of innovative business models goes on. India is home to over 3000 startups, 3rd largest base in the world, with +800 startups being launched annually. India is in the cusp of moving into the ultra uber modern business environment, making the lives of customers easier and convenient.The rise of Entrepreneurial ecosystem coupled with venture capitalists, angel investors, and powered by accelerators and incubators have together created this rising inflection in the country with a multi-billion dollar market value. Continue reading “Number Masking – A Burning Need of the Startup Revolution”
First let us get down to basics, what is a predictive dialer? It is an automated dialer that dials a list of numbers and connects them to an agent as soon as the phone is answered. Ever since call center dialers were introduced as an efficient outbound sales tool for telemarketers, automated call connects were the next technology change which resulted in the creation of predictive dialers. Over the decade innovations to this technology included answering machine detection and call time preference, which have further made this into a useful tool for customer outreach.
But what’s next? Continue reading “The future of Predictive Dialers in Contact Center”
If independent technology and market research company, Forrester, is to be believed, “89% of consumers who experience poor service with your brand will leave for your competition.” McKinsey, on the other hand says, “70% of buying experiences are based on how the customer feels they are being treated.” Continue reading “5 Ways to Make Work Fun at Call Centers”
Ameyo Engage is an all-in-one cloud based call center software for customer service, support, and help desk operations. Ameyo Engage integration with Zendesk, the leading cloud-based customer service platform tightly weaves the functionality of both applications to improve responsiveness, efficiency and management of customer experience.
The modern era of business has fortified the concept of customer delight which has led to technological transformation in every organization seeking towards achieving business goals. Customer delight has created the need for awesome customer experience. Organizations are focusing more towards creating strategies for improving the service level. But how many times do you think that a customer associates with a brand due to its top class service? How many times the customer comes back to a brand particularly because his query was resolved swiftly? Let me tell you the most important part of the customer lifecycle; they get associated with one brand and then the other. Continue reading “Key Considerations of Customer Effort Score as a Business Metric”
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![How Well Do you Know Your Customer? [Infographic]](https://www.ameyo.com/wp-content/uploads/2015/11/How-Well-Do-you-Know-Your-Customer.jpg)
![How to Improve the Call Center Data Quality [infographic]](https://www.ameyo.com/wp-content/uploads/2015/11/sampl3.png)
