Blog

Who Should Really Be Listening and Evaluating Your Calls?

Mar 07, 2012 Patrick Reynolds Who Should Really Be Listening and Evaluating Your Calls?

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…

Learn More...

Why Customer’s Initiate Chat?

Feb 28, 2012 Jim Iyoob Why Customer’s Initiate Chat?

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,…

Learn More...

What to Look for in a QA Software Solution

Jan 31, 2012 John Tusa What to Look for in a QA Software Solution

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…

Learn More...

Impact of Proactive Chat on Chat Volume and Sales

Jan 24, 2012 Jim Iyoob Impact of Proactive Chat on Chat Volume and Sales

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…

Learn More...

Being the Positive Influence Your Team Needs

Jan 10, 2012 Matt Rocco Being the Positive Influence Your Team Needs

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…

Learn More...

Hispanic Customer Service Strategies in 2012

Dec 20, 2011 Matt Rocco Hispanic Customer Service Strategies in 2012

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…

Learn More...

Etech will be joining up with the South Central Chapter of the ATA for an exclusive Webinar this TUE

Dec 12, 2011 Jim Iyoob Etech will be joining up with the South Central Chapter of the ATA for an exclusive Webinar this TUE

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…

Learn More...

What is Proactive Chat?

Nov 30, 2011 Jim Iyoob What is Proactive Chat?

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…

Learn More...

Would You Run a Retail Store with No Salesclerks?

Nov 25, 2011 Jim Iyoob Would You Run a Retail Store with No Salesclerks?

Maintaining an internet presence costs companies billions of dollars each year. In addition, the marketing costs incurred to drive potential customers to the company web…

Learn More...

How to Evade Shopping Cart Abandonment

Nov 18, 2011 Matt Rocco How to Evade Shopping Cart Abandonment

It seems to happen for no apparent reason, and it appears that there’s no way to prevent it—or stop it once it’s started. Any retail…

Learn More...