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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

How Emotions Play a Vital Role to Fuel Customer Loyalty

‘Customer loyalty’ is one of the most sought after trait almost all contact center managers desperately want to have after they acquire customers. But what makes it such a desirable improvement parameter also makes it a tough nut to crack.

Topics: Customer Service customer experience Coaching Call Center Agents

5 Dubious Myths About Customer Experience Debunked

There’s a famous quote from Joseph Camphell which goes -  “Myths are public dreams and dreams are private myths.” But why are we talking about myths and dreams? This is supposed to be a blog on customer experience and around customer service. Isn’t it?

Yes. This is exactly what I aim to cover in this blog post.

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

Contact Center Wallboard - Enhancing Performance With A Touch of Technology

In a contact center, it is very important that your workforce works upto the mark of perfection without being lethargic or with diminished spirits. A contact center wallboard does exactly the same by giving you, as a manager, a bird’s eye view to proactively manage customer demands and agent’s performance.

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

Your Guide to Interactive Voice Response (IVR) 101

Phone rings (Tring tring, tring tring, tring tring...)

A voice: Hello! Welcome to abc company. We are happy to help you! To speak to an agent press 1, to know the status of your query press 2, to lodge a complaint press 3, to return to the main menu press *

Customer (Presses 1) and waits patiently for an agent to answer, meanwhile the music keeps playing and in between there is a promotional message about a product or a service.

We all have had similar experience. The reason could have been different for all of us, but we have been on the other side of that telephone call. You dial a number, a computerised voice greets you and gives you a whole list of options to pick from and do accordingly.

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

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

How Computer Telephony Integration Can Breathe Life Back in Call Centers

There’s a thing with technology - you can run from it; you can hide; but you can’t escape it.  What it promises us is so stunning and captivating, who would not want to be associated with it.

If you have been a part of day-to-day chores at a call center, you would know how difficult it can be sometimes to deal with over-whelming customer emotions, suggestions, feedbacks, wrath, and in rare occasions - appreciation.

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

Why Coaching Call Center Agents is Critical for your Business

Nobody is perfect. Everyone comes with their fair share of imperfections and downsides. A diamond doesn’t become the most precious stone in a day’s time. Same is the case with your call center agents. As pointed out by Bill McCartney- “All coaching is taking a player where he can’t take himself.”

Topics: Customer Service Call Center Training Coaching Call Center Agents

30 Must Know Call Center Terminologies

You might not want to agree, but in our daily lives, we use abbreviations and terminologies without knowing its proper meaning or usage. On other times, we might be familiar with the terms, but fail to realize that person we are speaking to might be left clueless with those words.

And in the end of all, it is surely not great to deem these terminologies as jargons - especially in the contact center industry and the world of customer service.

To counter this rather awkward experience, we have tried to simplify these contact center jargons and provide a comprehensive understanding with proper definitions about common call center terminologies and some jargons that are in common use, when any discussion around call centers takes place, or during any customer call.

Topics: Call Center Agents Call Center Training Coaching Call Center Agents