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Ameyo Callversations

Why FCR is no more just a First Call Resolution rate?

Customer Service has come a long way since the last two decades. Customer Service or Customer Support is no more mere operations but an experience now. Responding to customer queries started over phones, then emails and today to any digital channel that is available. Although phones were a thing earlier that is changing gradually and so is the abbreviation - FCR. A lot of contact centers, customer service teams used it and still use First call resolution as a key metric to measure customer satisfaction and optimize operations cost. But with a plethora of digital channels opening up, the term is no longer the First call but First Contact Resolution rate. Customers can't be restricted to any channel. its the BPOs', customer service teams and other organizations' onus to provide support on different digital channels ( social media, Chat, messengers, email, SMS, video etc.) and preferably in a single touch.

Topics: call center technology customer retention

Embracing Digitisation to Boost Customer Experience : The Middle East Story

Digitisation is leading the way business is done in today’s hyper-connected world. Economies across the world are taking leaps to ensure they ride the digitisation wave to grab all the growth opportunities. Middle East region, particularly United Arab Emirates (UAE) have not only identified the immense potential of digital transformation but also taken the initiatives in the right direction ahead of others.

Topics: Cloud Technology cx memories call center technology Omnichannel Customer Experience, Cloud Contact Center

How to Overcome Technology Challenges In Omnichannel CX

Ahead of Ameyo’s participation at the 7th Edition of the Big CIO Show held in Mumbai on 14th & 15th March 2018, we had written a blog about the “Role of IT in Delivering Omnichannel Customer Experience. In continuation to that discussion, our attempt this time is to shed light on how to tackle the technological challenges that come in the way of Omnichannel contact center solution. It is estimated that more than 50% of organizations will redirect spends towards customer experience innovation this year.

Topics: challenges Customer Experience Software call center technology call center improvement Customer Support omnichannel solution omnichannel software ticketing system, sentiment analysis