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Ameyo Callversations

5 Ways to Enhance First Call Resolution

All contact center reps and managers understand the importance of metrics and TLAs (three letter acronyms). Among them, ‘FCR or first call resolution’ is what matters the most, as it is one such term which can be a true measure of efficiency, performance and customer satisfaction quota, all at once.

Topics: Call Center Management Call Center Training Coaching Call Center Agents call routing strategies

5 Dumbest Things Call Center Agents do to Irk Customers

Calling has always been an integral part of a contact center, and unsurprisingly call center agents take center stage in any call center. This is one undeviating fact that is not going to change, irrespective of the advancements in technology.

In precise words, call center agents are the face of customer service for any firm, and many decisions made by customers are influenced with the manner agents handles calls. Therefore, it is no biggy that they are the ones who sway significant bucks for businesses.

Topics: Customer Service Call Center Agents Call Center Training

7 Popular Contact Center Misconceptions And the Truth About Them

“Misunderstanding is generally simpler than true understanding, and hence has more potential for popularity.” Raheel Farooq

Call centers and contact centers usually have a cloudy image in most of our heads. We either think of contact center reps as lowly reps, who don’t give a damn about customer service - someone working odd hours, smoking cigarettes while talking about in-call frustrations, else we mistake them for people who they actually are not. And, it is often ‘the people’ who make a working space productive; a top-notch go to office and much more.

Topics: Call Center Agents Call Center Management Call Center Training

Customer Service And Social Media : The Fail And The Fix [Infographic]

‘Social Media’ is the new customer engagementhub. It lets you stay connected with your customers by giving you direct access in their lives. Social media is no more about just staying connected with your coven, but to actually leverage that social freedom to solving mass queries and reaching out to your customers on a wider platform.

Topics: Customer Service Call Center Management Call Center Training customer experience

5 Reasons Why Customers Hate Calling Contact Centers

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’.

Topics: Call Center Agents Call Center Management Call Center Training

Contact Center Performance Management - Maintaining Motivation Through the 'Inflection Point'

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!

Topics: Call Center Software Call Center Management Call Center Training Coaching Call Center Agents

The Era of Mobile Customer Service - Why Should You Consider it?

Today’s generation of customers are tech savvy, digitally aware and have great expectations. They expect a similar behavior from your company, brand and the associated customer support, like in a contact center. They want everything at their disposal, right now and instantly.

Topics: Customer Service Call Center Management Call Center Training customer experience

5 Ways to Create Personalised Customer Experience

“Most of your competition spends their days looking forward to those rare moments when everything goes right. Imagine how much leverage you have if you spend your time maximizing those common moments when it doesn’t.” – Seth Godin

Your consumers are statistics, your customers are people. They are not robots. They have good days and bad days, just like you do. So, when you ask a wide group of people that what brings them to you, to do business with your brand, their answers would majorly revolve around high quality ‘customer experience’.

Topics: Customer Service Call Center Agents Call Center Management Call Center Training customer experience

How to Better Understand Customers with Speech Analytics


The advent of new technologies such as the internet and other networks have changed the complete business world. It is becoming very difficult for organizations to work with a loyal customer as the level of dissatisfaction for a particular service is more than the amount of satisfaction earned through one interaction. The tech-savvy customers are defecting to competition on a regular basis. Studies show that “news of bad customer service reaches more than twice as many ears as praise for a good service experience.”

Topics: Call Center Software Call Center Training

5 Ways to Improve Call Quality Monitoring Practices

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.

Topics: Customer Service Call Center Agents Call Center Software Call Center Management Call Center Training