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Re-Architecting Your Contact Center

Posted by Ameyo team on Feb 23, 2015 11:00:00 AM

Did you know that two-thirds of your customers have hung up during service calls before their particular issues could be addressed? And a whopping 71% were extremely annoyed at not being able to reach out to a real person on the phone, while 56% were infuriated because they had to go through multiple phone loops to get the right information. Do these figures ring a bell? If you want to be in business, you need to evolve your process and re-architect your internal and external systems. The company that offers a positive customer experience will survive, while the rest will fade into oblivion.

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Topics: Contact Center Best Practices

Guidelines for building a Smart IVR

Posted by Silky Sinha on Feb 21, 2015 11:00:00 AM

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Topics: Call Center Technology

Customer Engagement Solutions to Win Back Lost Customers

Posted by Ameyo team on Feb 19, 2015 11:00:00 AM

Ever wondered what is more cost efficient: customer acquisition or retention? And where should you focus your marketing budget? If the studies by The Harvard Business Review are to be believed, on an average, businesses lose 50% of their customers every five years and the impact of this is much higher than you might imagine.

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Topics: Customer Engagement

Role of Contact Centers in the Growth of SMEs

Posted by Ameyo team on Feb 18, 2015 11:00:00 AM

Did you know that despite the rapid growth of online customer service tools, 79% of consumers would prefer to contact a customer service center over the telephone? Plus, reaching out to courteous and well-informed representatives and getting your issues resolved on the first call can enhance your business performance manifold, while adding to its credibility. A dedicated contact center is the need of the hour for any SME looking to create a differential advantage for itself.

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Topics: Contact Center Software

Your Customers are Demanding Omni-Channel Communications. Are you Game?

Posted by Ameyo team on Feb 17, 2015 10:30:00 AM

Did you know that 89% of your customers can be retained with an omnichannel customer engagement strategy in place? This is in comparison to 33% of companies with weak Omni Channel strategies, says a recent studies by Aberdeen Group Inc. Customers today expect more. They seek seamless and consistent customer experience online. A survey conducted by Lordhouse on 7,000 customers across 7 countries shows that “67% of online shoppers have made purchases that involve multiple channels in the past 6 months.”

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Topics: Customer Engagement

Top Contact Center Trends for 2015

Posted by Ameyo team on Feb 16, 2015 11:00:00 AM

The popularity of work-at-home model led to a revolution in the call center technology. Hiring remote agents became a very profitable option both to the providers as well as the employees. This increased the choices for customer care providers in a remarkable way. Hiring remote agents reduced their overhead costs too. Also, the agents who worked availed jobs that offered flexible timings so that they could easily strike a balance between their work life and personal life.

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Topics: Call Center Technology

5 E-commerce Customer Experience Strategies for Competitive Advantage

Posted by Ameyo team on Feb 13, 2015 11:00:00 AM

Are you finding it difficult to retain existing customers? If yes, then maybe you have to change your customer service strategies. The right strategies, especially in E-commerce companies and even contact centers, can help you gain that competitive edge in the market. Not just this, but these strategies can also help you achieve greater customer satisfaction, increase your revenue and maximize the satisfaction of your employees too.

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Topics: Contact Center Best Practices

5 ways for Banks to Deliver Personalized Customer Service

Posted by Ameyo team on Feb 12, 2015 11:00:00 AM

Today’s customers expect banks to deliver personalized services and the banks need to deliver them, if they want to do well in their business. They will have to use both physical and virtual channels to deliver banking services as well as financial advice to their customers in the most convenient manner. The approach they need to follow should be a combination of cost-reduction as well as improved customer experience.

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Topics: Customer Experience, Contact Center Best Practices

Agent's Attitude- Plays a Major Role in Customer Service

Posted by Ameyo team on Feb 11, 2015 11:00:00 AM

Customer service is a critical factor for success in a contact center. The main job of a call center agent is to receive calls of the customers and provide an answer to their queries. As an agent, if you fail to attend to your customers or provide service, you will only be left with frustrated customers, who will walk away from you. The staff selection and training processes at most call centers concentrate on the knowledge, experience, efficiency and professionalism of the call center agents. However, there is one thing that matters most when it comes to providing a good customer experience, which is positive attitude.

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Topics: Customer Experience

Providing Live Support Improves Customer Satisfaction in Insurance

Posted by Ameyo team on Feb 10, 2015 11:00:00 AM

Live support is one feature that you can find in most websites today. The main function of this feature is to provide a good online customer experience. In this world, where people love to chat with their friends more through instant messaging than phone calls or face-to-face meetings, live chat support happens to be a powerful tool. Insurance businesses can provide better customer service by utilizing live support feature.

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Topics: Call Center Technology, Customer Experience

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