Ameyo Callversations

Embrace These Omnichannel Strategies To Digitally Transform Your Contact Center


We live in the age of digital transformation, but are businesses really ready to address the needs of digital savvy customer?

Picture this - you have some queries regarding the mobile services plan, so you started a web chat session using the ‘click to chat’ option on your service provider’s ‘Help and Support’ web page. However, you didn’t get the required information after 5 minutes on chat, and hence you call up a customer service representative (CSR). The CSR asks the same questions that the web chat agent had already asked earlier. And we all know rest of the story - as we’ve been there multiple times, ending up in frustration.

Topics: Omnichannel contact center

Specialized and Generalized Contact Center Agents: Which is a Worthy Fit?

‘Time’!

Regardless of what anyone does in today’s high paced world, one thing we all unanimously can agree on is that - ‘we all are wrestling with time, or rather the lack of it’!

The long and the short of this premise is that it has rubbed notably onto the contact center industry. Effective time management seems to be the buzzword for contact center agents, at a time when the industry is betting big on the colossal power of customer experience and an Omnichannel environment.  

Topics: Call Center Agents customer experience contact center

Despite Digital Wave in the Contact Center Technology Space, Voice is Here to Stay – What Next?

There is a lot of talk about the impact of digital channels on call centers. Customer Experience leaders worldwide are walking through a maze of technology stacks and putting together pieces of a jigsaw puzzle called Omni Channel Customer Experience, while on the other hand, balancing costs in a business. Contact center technology has been evolving very rapidly, and digital transformation in contact centers has only recently started picking up pace and gaining traction.

Topics: Call Center Software Omnichannel contact center

Top Eight Keys Of Contact Center Software

Call tracking, call recording, call routing, voice broadcasting, and workforce optimization are some of the key goals that every business’s call center plans on achieving. What if you have a better chance of doing so with contact center software? Different business setup in Dubai are experiencing this software and declaring it as a must-have tool for better business management.

Topics: Call Center Software contact center

Contact Center Technologies - Go Digital or Die

 

Contact centers have gone through an irreversible evolution over the last decade. Businesses have embraced the concept of omnichannel contact center so that they can connect with customers on their terms. And digital channel - in the form of email, web chat, social media, and self-service channels continues its burgeoning growth as a popular customer engagement model.

Topics: Call Center Software Omnichannel contact center