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Archives: Whitepapers

Quick Checklist: Work from Home Vs Office

As a knee-jerk reaction combined with lockdowns and movement restrictions laid down by governments to tackle the spread of COVID-19 virus, many contact centers adopted remote working.

However, many are still skeptical about the long-term effects of remote working and questioning if this is the best option for their call center.

Here is a checklist to help you answer the most common questions about remote working such as:

  • Improving your ROT
  • Talent Allocation to ensure optimization of resources
  • Legacy PBX system Vs Modern Contact Centers
  • Driving remote customer experience
  • How to choose the best remote contact center software for your business

Are Remote Contact Centers the Future: Whitepaper?

As a worldwide concern over COVID-19 (coronavirus) grew, we saw businesses adapting to the new way of working. Contact centers saw some significant changes as the managers and agents transitioned to a remote working environment. But the question remains – is this short term or are we looking at remote contact centers as the new way of working.

“71% of businesses are looking at remote operations for the long term.”

We conducted a survey to understand the trends and how business leaders are looking at the changing Customer Experience landscape. 

In this whitepaper you will get insights into:

  • The evolution of workplace
  • Critical challenges for Remote Contact Centers
  • Impact of remote operations on Customer Experience
  • How Remote Contact Center software can transform your customer experience

In this whitepaper you will learn:

  • The essential capabilities of a WFM solution that were required by SMB and Large Contact Centers before the arrival of Omni-Channel Contact Centers.
  • The Complexities introduced by the presence of multiple channels along with the WFM capabilities that are needed to address them.

How to Choose The Best Mobile Call Center Software

Remote working or work from home model is increasingly gaining popularity among the businesses. However, choosing the right technology partner can make or break your agent and customer’s experience.

In this whitepaper, we have tried to draw comparison between Ameyo Mobile Agent Application and other mobile applications available in the market based on the following parameters:

  • Contact Center Capabilities
  • Security
  • Collaboration
  • Usability
  • Device Management Report

Essential WFM Capabilities for SMB, Large & Omni-channel Contact Center

Technology-savvy customers of today are employing multiple devices and channels to engage with companies. In most contact centers, interaction channels are managed in silos. There are separate systems for managing multiple channels of communications, and workforce management. This creates complexity in workforce planning and operations. 

In this whitepaper you will learn:

  • The essential capabilities of a WFM solution that were required by SMB and Large Contact Centers before the arrival of Omni-Channel Contact Centers.
  • The Complexities introduced by the presence of multiple channels along with the WFM capabilities that are needed to address them.

Increasing Debt Collection by 200%

By using Automation to handle large volumes of debtors, companies can increase productivity and by minimizing the number of interactions to reach the right party, they can improve upon the efficiency.

Learn more on how contact center technology and intelligent strategies can help collection agents to improve their debt collection rates.

Road-map to Omni-Channel Customer Communication for Banks

Omni-Channel Interaction Road map guides banks at each level of their progress and defines processes to deploy at that particular level in their journey towards creating a great customer experience.

Learn more on how banks can deliver Omni-Channel Customer Service in light of the best practices, to gain competitive advantage from customer advocacy.

New Generation Solution for Contact Centers

The need for real-time, event-driven and multi-channel software for customer interaction management is what most businesses need today. New age businesses require the latest technologies that enable them to constantly innovate their business processes and improve the overall customer experience.

Learn how an intelligent, scalable and cost-effective contact center cloud solutions and call center software technology can power up customer interactions and meet the next-gen enterprise automation needs.

Frost & Sullivan: Omni-channel Commerce- Making Customer Experience the New Competitive Advantage

In an increasingly complex and competitive marketplace, where buying processes are undergoing a radical transformation and switching costs are becoming virtually non-existent, companies that do not offer a superlative omni-channel experience will simply not SURVIVE.

This whitepaper explores the reality of Omni-Channel Customer Experience today:

  • Moving towards Omni-channel customer engagement is crucial for the next-gen customer experience
  • Transformations in Buying Experience
  • The gravity of providing customer insights in the course of customer journey
  • Universal Queue – The Centerpiece of an Omni-channel Strategy

How to Budget for Enterprise Software

Selecting the best Enterprise Software for your organization can be a hugely cumbersome and challenging task, especially with the proliferation of multiple players. Determining the feature/function mix and price point that is optimal, given budgeting constraints is one of the most testing exercises, that most organizations face in present times.

For this Whitepaper, we have partnered with world’s leading B2B and integrated marketing media company – TMCnet. This Whitepaper explains what Enterprise Software is, and discusses why and how to budget for it:

  • What is Enterprise Software?
  • Why is Budgeting for Enterprise Software a Challenge?
  • The need to Budget
  • Making the Right Calculations

This will provide a visualization of what the calculation of an Enterprise Software budget process will entail, along with defining its various components.

How to Choose The Right Contact Center Technology

We live in a world where organizations do not get a second chance to make a first impression. This is the reason why Contact Centers have stopped being loss leaders, and transformed into mission critical hubs, to ensure short and long term success.

The question that arises is – How does one choose the right Contact Center Technology? Whether cloud contact center is the answer to your worries? What are the factors to keep in mind while selecting the best call center software for your business are some of the questions this Whitepaper helps answer in great detail, by breaking down every step of the process.

For this Whitepaper, we have partnered with world’s leading B2B and integrated marketing media company – TMCnet. The broad sections of the Whitepaper include:

  • What is Contact Center Technology and What does it do
  • Parameters to Consider while Choosing a Contact Center Technology
  • Tabular Diagram for the Parameters