One of the greatest football coaches of all time, Vince Lombardi, once said, “Teamwork is what the Green Bay Packers were all about. We didn’t always have the greatest talent. We didn’t do it for individual glory. We won because we loved one another.” Great teams are successful because they care. They care about their team’s goals, their team’s purpose and most importantly, they care about each other. Caring about the team is the fuel that allows ordinary peop... [More]

A robust Quality Assurance software solution enables companies to actively implement QA programs and achieve a higher level of call quality to ensure higher customer satisfaction. Quality assurance software solutions ensure adherence to QA procedures and standards set by the company, making it possible to monitor agent performance, improve employee productivity, increase revenue, and target efficient utilization of resources. The features included in QA software solutions, like call quality moni... [More]

What is Proactive Chat? Proactive chat is when a website visitor is invited to engage in a chat conversation either through manual means or the use of an automated rules engine. These chat invitations can be triggered either manually or automatically, and the form of the invitation itself can vary widely. Invitations are generally in the form of a pop-up window and triggered by a variety of pre-determined criteria ranging from abandoned shopping carts to a set of page views, to the appearance o... [More]

Being a positive influence is a character commitment that every leader should be required to make. Not only will being positive have a productive impact on your company but there are personal benefits to be gained as well. There have been many studies done on the power of positive thought and the conclusions drawn show that positive thinking has been proven to reduce stress, help people live longer, improve one’s overall well-being and enable people to better cope with the anxieties of thi... [More]

In early 2012, NBC News plans to launch NBCLatino.com. This will be the first time an English language broadcast network news division has launched a website specifically targeting Hispanics. Fox Networks recently announced the creation of Fox Hispanic Media, and Google has created a specialist team this past year to focus on the U.S. Hispanic market because of the fact that about 86% of Hispanics have high speed internet connections. Businesses are cashing in on the online Hispanic community an... [More]

According to a recent study, customers now expect to interface with businesses in a variety of ways. Gone are the days of a simple phone call. Email, fax, chat, Facebook, Twitter, LinkedIn, etc. are all considered viable and critical communication paths. Come join us for a discussion on best in class approaches for the non-traditional communication with customers. Panelists include: Etech: Leaders in chat services. Schipul: Industry experts in social media and web development. ... [More]

Businesses can provide a quality customer engagement experience through proactive chat. Proactive chat involves initiating automated chat invitations to potential customers based on specific pre-defined rules or website visitor behavior metrics. Proactive chat invitations based upon advanced chat intelligence rules can efficiently target the customers, leading to higher customer satisfaction and attaining business goals. Proactive chat invitations can also be initiated by live chat agents while ... [More]

Without a doubt, the most talked about and controversial question surrounding a chat support team is, “How does one staff a chat support team?” Another essential question that often comes to mind is, “Do I need to hire dedicated agents, or can agents that handle calls and emails answer chats?” This short article will help you with that.We have observed from our experience that agents handling chat interactions should be devoted and should not be juggling with other media ... [More]

I recently wrote this article on the importance of understanding shopping cart abandonment and how live chat services can make a big impact on this issue.  I discuss the different types of live chat available and the different options for implementing live chat within your website.  Read the full shopping cart abandonment article to determine if live chat could benefit your company.

I have some questions for you: Do you want to be an average father/husband or mother/wife? Do you want to be regarded as a so-so friend? In your athletics, music or hobbies are you perceived as not bad? What about in the workplace? Are you comfortable with being seen as a typical Team Member? The questions are rhetorical, of course, because most people are determined to do their best when they want to be involved in something.  We are committed to making Etech not just a “not... [More]