Blog

Jim Iyoob on Proactive Chat at the 2012 ATA Convention and Expo

May 16, 2012 Jim Iyoob Jim Iyoob on Proactive Chat at the 2012 ATA Convention and Expo

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…

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Managing Customer Experience in a Digital World

Apr 11, 2012 Matt Rocco Managing Customer Experience in a Digital World

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…

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Multi-Channel Contact Centers Help Deliver Exceptional Customer Experience

Apr 06, 2012 Matt Rocco Multi-Channel Contact Centers Help Deliver Exceptional Customer Experience

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…

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Hey Leader, Wake Up and Hear the Feedback!

Mar 27, 2012 Amit Kachhawa Hey Leader, Wake Up and Hear the Feedback!

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…

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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…

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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,…

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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…

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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…

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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…

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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…

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