It is becoming a tradition that Etech Global Services wins the Outstanding Corporate Citizen Award for good reason!  I am truly amazed by the hard work and dedication that our employees have for helping others in our communities.  It’s not a onetime event, but an ongoing involvement in various non-profit organizations and community service events. I’m very proud of our accomplishment and the giving character of our team.  Read more about this special award.

Jim Iyoob, Senior Vice President of Global Development at Etech Global Services, recently presented “Understanding Proactive Chat: It Can Turn Around Your Customer Relationships and Increase Revenue” at the 2012 ATA Convention and Expo held April 29 – May 2 in Hollywood, Florida. During the presentation, Jim discussed the different types of live chat including proactive chat, how to implement a successful chat program and some real world case studies.  Attendees left with... [More]

The time of year has approached us once again. At the end of this month, Etech will be heading to Hollywood, Florida for the 2012 American Teleservices Association (ATA) National Convention & Expo. “Managing Customer Experience in a Digital World” is this year’s theme. This year they have designed a practical “How-to” convention with quantifiable, step-by-step solutions for today’s new customer communication challenges and strategies to keep your team ahea... [More]

  Contact centers are constantly focused on narrowing down on a right mix of channels to provide a unified communication platform for great customer experience. They are experiencing the necessity to undergo transition from a conventional center into a more dynamic multi-channel contact center offering customer service through multiple touch-points. With rapidly expanding technological innovations, customers are exploring new touch points to get in contact with businesses. In order to effi... [More]

For over 30 years, publisher WalkTheTalk.com has been providing organizations with high impact resources for personal and professional success. This year, they took a new approach to their 2012’s “Hey Leader, Wake Up and Hear the Feedback!” WalkTheTalk acknowledges that there are thousands of books on the subject of leadership. Most of the books are written by one or two authors who share their views of what it takes to lead other people. This book is different. Its approach is... [More]

A well-established Quality Assurance program ensures a higher level of customer satisfaction due to improved customer service, which can lead to greater profitability for a business. Companies have the option of employing front line supervisors, establishing a dedicated internal Quality Assessment team, or hiring an independent third party QA service provider to implement the QA program during daily operations. All of these QA service providers have their own benefits and limitations.Sound... [More]

Chat is increasingly becoming the preferred solution for online consumers. Click-to-chat technology is gaining international momentum. Based on our experience with several Fortune 500 companies, live chat is the most effective channel in terms of customer service and satisfaction. Internationally, the next great area of customer contact is live chat.From a customer perspective, regardless of a customer’s geographic location, a successful chat experience is a fast, contextual interaction wi... [More]

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]