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5 Innovations That Will Define Contact Center Technology in 2016

Customer Service is recognized by 75% companies as a competitive differentiator, according to the 2015 Global Contact Centre Benchmarking Report. It is no wonder then that the industry has seen major technological innovations in order to improve C-Sat levels and increase sales. One of the biggest changes in terms of software has been the migration to cloud platforms. This has allowed for further integration with business tools and better analytics, along with more efficient customer service. However, these changes are the foundation for bigger changes in the way that a call center software transforming into an agile customer engagement hub

Topics: Call Center Software

The future of predictive dialers

First let us get down to basics, what is a predictive dialer? It is an automated dialer that dials a list of numbers and connects them to an agent as soon as the phone is answered. Ever since dialers were introduced as an efficient outbound sales tool for telemarketers, automated call connects were the next technology change which resulted in the creation of predictive dialers. Over the decade innovations to this technology included answering machine detection and call time preference, which have further made this into a useful tool for customer outreach.

But what’s next?

Topics: Predictive Dialer

5 Ways to Make Work Fun at Call Centers


If independent technology and market research company, Forrester, is to be believed, “89% of consumers who experience poor service with your brand will leave for your competition.” McKinsey, on the other hand says, “70% of buying experiences are based on how the customer feels they are being treated.”

Topics: Call Center Agents

Enrich your Zendesk Support with Ameyo Engage Call Center Software

Ameyo Engage is an all-in-one cloud based call center software for customer service, support, and help desk operations. Ameyo Engage integration with Zendesk, the leading cloud-based customer service platform tightly weaves the functionality of both applications to improve responsiveness, efficiency and management of customer experience.

Topics: Call Center Software

How is Social Media Transforming Customer Service Model


Social networking has proved as a golden egg for many businesses. And this statement is backed by a plethora of research and facts. Studies conducted by leading market research firms indicate that more than three-quarters of prospective customers rely heavily on social platforms to make decisions about their purchases. Also, more than eight out of ten individuals get influenced by a friend’s comment or post. According to MarketingTechBlog, an average American spends approximately 37 minutes a day on social sites. And this half hour is sufficient to influence the success of businesses.

Topics: Customer Service

How the "Live Chat" Feature Can Improve Customer Experience

Did you know that 44% of consumers prefer a live person’s assistance while shopping online? They appreciate it because their questions are promptly answered at any point during the online purchase experience. This is what a study on Making Proactive Chat Work, conducted by Forrester Research, revealed.

Topics: Customer Service Call Center Software

Auto Dialer Software Regulations in the US that you should know

2014 has gone by and when you look back, you feel you have committed a few gaffes last year that would have caused you serious trouble in business. No worries, this New Year gives you a chance to wash your hands clean of any past transgressions and get a fresh start, fixing up and learning from the mistakes that you committed.

Topics: Predictive Dialer

Best Coaching Strategy for Underperforming Agents in a Contact Center

Do you want your employees to outperform your competitors by 202%? Then all you need is a team of engaged employees. This is what a report by Gallup, an American research-based, global performance-management consulting company, said. In addition, research by Forrester shows that “only 31% of organizations closely monitor the quality of interactions with target customers.” However, if organizations focus on periodic training, first call resolution is expected to be 65% vs. 58% for organizations that don't, says Parature. So, the top three drivers for investing in customer experience management are improved customer retention, enhanced customer satisfaction and increased cross-selling and up-selling.

Topics: Call Center Agents

Automatic Dialler Software Regulations in UK that you should know

In the past few years, the telemarketing industry in the UK has groused drastically when the abandon call regulations were revised; a strong proof that they have been implemented across successfully.  Or we can say perhaps, it’s an evidence that organizations have gradually learned to use their diallers better.

Ofcom, the UK’s independent regulator and competition authority for British communications industries, has reported that the number of registered complaints concerning abandoned calls has dropped by 27 percent since April 2013.

Topics: Predictive Dialer

How to Eliminate Dropped Calls with an Intelligent Outbound Dialer

Did you know predictive dialer technology can enhance an agent’s productivity by 150% to 400%? This is possible because a predictive dialing campaign effectively avoids dropped calls by connecting them to a rollover IVR solution. This eliminates the lag time for customers due to absenteeism of the agent at the concerned desk.

Topics: Predictive Dialer

Ameyo Engage + Freshdesk = Deliver Exceptional Customer Experience

With every CRM tool integration, Ameyo Engage gets closer to its objective of helping businesses deliver exceptional customer service seamlessly. Ameyo Engage is an All-In-One cloud based call center software for Customer Service, Support, and Helpdesk operations. Ameyo Engage integrated with Freshdesk (SAAS based ticketing tool), a smart customer service application which empowers businesses to engage with their customers (stakeholders) across their lifecycle for a personalized customer experience. Over Engage-Freshdesk integrated platform, customers are empowered to seamlessly raise tickets with no hassles saving reps’ time by automating the whole customer service process end to end.

Topics: Call Center Software

Cloud technology to power your contact center like never before

Cloud Contact Center ‘clouding’ over traditional contact centers

Technology advancements along with business environmental drivers are shaping up the market significantly for cloud based contact center. There has been a recessionary boost where the managers going through highly constrained budgets, tried and tested the complementary/ auxiliary cloud solutions to start with along with their legacy applications. However, with increased confidence on the cloud with their experience, the managers foresee realizable business benefits outweighing perceived challenges. The cloud contact software providers have reached maturity in terms of the solution applicability to customer’s generic and unique business needs. This has definitely boosted the confidence among the buyers for CCaaS.

Topics: Call Center Software

7 Must-Haves in an Outbound Call Center Software

According to researchandmarkets.com, the outbound call center solution market is expected to see a 5.5% growth in 2016 and 2017, compared to its performance in 2014. The escalation is expected to be driven by the fusion of outbound solutions and the existing in-bound call center models. This is likely to be accomplished by a virtual call center software.

Topics: Predictive Dialer Call Center Software

Struggling in your business? Rethink customers!

Emergence of Customer 3.0 – Digital Omnivore in multimedia environment

Face to Face, Print media, Physical Posts, Telephone and Telegraph were the keys ways to communicate with the customers post Industrialization for a substantial period until 1990s when telecommunication redefined the way to interact with customers. Initially, the interactions essentially revolved around marketing & selling with minimal or at worse no interactions around customer service and support.

Topics: Customer Service

Don’t use a Predictive Dialer Software Blindly!

 

A business does not merely survive by making a few calls here and there – and if you want really want your business to prosper, then chances are that you will have to make hundreds, if not thousands, of sales calls every month. That indicates that you are going to need the technology that can cope with that amount of calling, and the traditional fashioned way of doing things simply does not cut it anymore.

Topics: Predictive Dialer

5 Quick Tips to Handle Angry and Frustrated Customers in a Contact Center

Did you know that as many as 91% of discontented customers walk away from a company and are lost forever? This is too huge a number to overlook for any business.

Topics: Customer Service

5 Phone Dialers and Automated Dialing Technologies for Contact Centers

Did you know that only 9% of all outbound calls result in conversions, while only 23% of conversions result in appointments? On the other hand, did you also know that local presence dialers can boost call connection rates by almost 400%? And if you have the right phone dialing technology, your agents can contact, on an average, 48% more prospects daily, which would lead to at least 15% more sales conversions a day. This is what a recent study by the Bridge Group revealed.

Topics: Predictive Dialer

'Gotchas’ in the coolest Cloud Contact Center Software (as a Service)

When going for the coolest contact center aimed to provide you the benefits as desired (refer to - Cloud technology to power your contact center like never before), it should have the capabilities as given below across 3 categories – Fundamental, Strategic, Business Value Adds. However, the priority of these capabilities can be pegged based on your business requirements like complexity, business size, business process, number of agents, industry, in-house IT competence etc.

Topics: Call Center Software

5 Benefits of Cloud-Based ACDs and Hosted Predictive Dialers

 

Owing to the large numbers involved, a seemingly insignificant amount of inefficiency could result in mammoth losses for a call center. So, how does one calculate the daily efficiency of a call center? On any given day, the amount of time spent by each rep on calls, versus their respective downtimes, will give you the performance trajectory.

Topics: Predictive Dialer