What to Look for in a QA Software Solution
Jan 31, 2012 John Tusa
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
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 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
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
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
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
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
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...Staffing Chat Support
Nov 16, 2011 Amit Kachhawa
Without a doubt, the most talked about and controversial question surrounding a chat support team is, “How does one staff a chat support team?” Another…
Learn More...How to Evade Shopping Cart Abandonment
Nov 14, 2011 Matt Rocco
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…
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