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.

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]

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]

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]

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 recently wrote this article on compliancy.  It discusses the various forms of compliancy including HIPAA, PCI and Sarbanes-Oxley, how they are enforced and what could happen when you make a simple mistake.  I also offer suggestions for how you can educate yourself on compliancy laws and avoid costly mistakes that could cost your company millions in fines. Read full contact center compliancy article.