Etech is participating in #CCWVegas21. Visit our booth. Learn More.
Agent and customer experience are strongly correlated, as agent distress directly impacts customers, resulting in poor active listening, high hold time/high AHT, or transactional discrepancies that lead to cancellations.
Companies that use data storytelling as a key communication element build stronger relationships with team members and clients.
Speech analytics technology is revolutionizing many critical processes in contact centers
Having a contact center quality assurance (QA) program is crucial if your business is scaling fast and wants to continue to deliver a consistent, remarkable customer experience. If not set up correctly, your planned quality monitoring program can end up backfiring. Simply having a contact center quality assurance program is not enough. You need to begin your program with the expectations of your team members who work in the frontline. If you see that they are not able to deliver great results, they most likely are having issues and push backs that you might not be aware they are experiencing. So, the first step you need to take if your quality assurance program is not on track is to identify areas for improvement.
When we speak to contact centers about what’s happening in their organizations, Quality Monitoring (QM) and Quality Assurance (QA) are the two ...
Call center operations are vital to the success of any business enterprise. Representatives in these pivotal positions are often the first line ...
As traditional brick and mortar stores continue to struggle in an increasingly global economy, businesses have been forced to shift their approach ...
Call centers generate data like no other department within a company. Information coming in from the outside, such as customer demographics, ...
What Are Your Company’s Customer Service Standards? According to the Institute of Customer Service, your company’s customer service standards should include ...
