Are you generating plenty of website traffic but can’t figure out how to convert that traffic to paying customers?  You’re not alone.  Many companies struggle with improving their online conversion rates.When looking to improve your online conversions, one very important area to consider is your customer support practices.  How can online visitors get their questions answered, quickly, so they have the confidence to complete their transaction?There are a number of supp... [More]

On March 23, 2010, the Health Care Reform Act became the law of the land. Its impacts are far-reaching and the implications are confusing for businesses, consumers, and providers alike. Based on a March 2013 Kaiser Health Tracking Poll, over half of all Americans do not understand how they will be effected by the law (including 2/3 of uninsured and low income respondents) , and employers both large and small are definitely examining their options.   Individuals and businesses are askin... [More]

Customers are becoming more active in the online space for a variety of reasons such as shopping, social & business networking, online transactions, researching products or services, and booking travel. With consumers increasingly engaged online, their expectations on receiving instant and quality customer services at various touch points has also risen. Online retailers are finding unique ways to provide high quality and instantaneous service for a variety of customer problems through socia... [More]

The dramatic globalization of industry and the rapid enhancement of technology have changed today’s business environment and will continue to do so. In today’s fast paced global market, businesses are called to move more rapidly than ever before while doing even more with less. While globalization and technology are the drivers behind the change, I firmly believe that the only way to achieve and sustain success is through the empowerment of people. Empowering people is a great conce... [More]

The weather was great, networking fantastic, exhibit hall was buzzing, and discussions were flowing. The 2013 Call Center Summit was a success.During the Summit, Jim Iyoob, Senior Vice President of Global Development at Etech Global Services hosted a Roundtable discussion, “Solving Your Online Business Challenges through Proactive Chat.” During the discussion, participants looked at why proactive chat is important and discussed how meeting customers on their preferred channel by usin... [More]

Join Etech Global Services at the Call Center Summit in Orlando, Florida.  January 22 – 25, 2013 | Renaissance Orlando at SeaWorld. We’re excited to announce that Etech will be exhibiting and presenting at the 8th Annual Call Center Summit.  We look forward to seeing you there. Visit Etech at booth ‘D’Join Etech’s round table discussion on “Solving Ecommerce Business Challenges through Proactive Chat” at 4:00 pm on Wednesday, January 23rd ... [More]

Countless companies outsource their services to contact centers around the world. There are numerous reasons they may do this, one of them being unfamiliar with Do Not Call and other compliance matters. But what people forget is that while the operational aspects of contact center operations may be outsourced, responsibility for compliance is placed upon both the business and the contact center. When it comes to issues fundamental to the successful operation of the call center, and the business,... [More]

Statistics say that roughly over 30% of Texas citizens are obese. If those trends don’t change with our youth, one-third of the kids that were born in 2000 are expected to have (type 2) diabetes, according to the CDC!Lighten Up East Texas (LUET) is the newest program, created by the Fit City Challenge, which challenges any East Texan to lose at least 5% of their weight in a 6-month period (November – April).  Participants’ names will be entered into a drawing for every 5% ... [More]

With 2012 coming to an end, the South Central PACE Chapter is teaming up with the Houston SOCAP Chapter for their last event. On December 5th, contact center professionals, vendors, and suppliers will join together in Houston to share ideas, meet new people, and learn about how both the PACE and SOCAP associations are helping to advance the call center industry.This holiday season the associations have decided to work with both Toys for Tots and the American Red Cross charities. Each attendee is... [More]

PACE promotes and supports courteous, ethical, and relevant telephone communication between consumers and businesses. They also promote adherence and compliance with all state and federal laws pertaining to telephone and marketing communications. Next week, the PACE South Central Chapter will be hosting a webinar updating everyone on federal and state telemarketing and DNC compliance rules. CompliancePoint DM, Inc. will cover Federal and State proposed and enacted new rules. They will also discu... [More]