A few weeks ago, we discussed the issue of how Life in the Boardroom has changed dramatically over the last decade. While many concerns remain the same for today’s executives, technology has ushered in a new set of challenges and concerns. One of the biggest changes and challenges facing executives today is Social Media. Social …
Live chat establishes a real-time communication channel between customers and online chat representatives thereby helping the customers receive instant help to solve their queries and grievances. It involves real-time interaction through text, short statements, images, smiley, and abbreviations to achieve a greater objective of providing quality customer care. Even use of feature-rich and dynamic live …
Global Strategy Series 2014 In my last blog entry I talked about Etech’s Global Strategy for 2014 and beyond. That Global Strategy is simply continuing to put PEOPLE first, ahead of profits, ahead of technological advancements, ahead of everything. Why? Because everything that we do on a daily basis is really all about people. As …
People and Technology: Are we putting people first? Read More »
Receiving customer feedback is like judging the pulse of the market. Customer feedback is of significant value as it signals the needs and requirements of the customers from the products. It provides a way for the customers to present their genuine opinions, judgments, feelings, like and dislikes about the product or service. Customer feedback lets …
Importance of Customer Feedback: Reasons to Amend your Brand! Read More »
Global Strategy Series 2014 I read recently, that this technological/information age we are living in, in this, the early part of the twenty-first century, is very reminiscent of the Industrial Revolution at the beginning of the twentieth century. One may wonder how that can be, but simply put, the Industrial Revolution completely changed how people …
Keeping Pace with Technology and People in a Rapidly Changing World Read More »
My team just returned from the annual PACE National Conference and Expo. PACE stands for Professional Association for Customer Engagement. It is a non-profit organization dedicated to the advancement of companies that use a multi-channel approach to engage their customers. Every year this conference proves to be packed full of information about upcoming trends in …
In today’s rapidly growing, fast paced world, the younger population entering the workforce is at an all time high. Businesses are looking for those young, energetic, dynamic personalities and in turn the younger generation is looking for stability and growth opportunities in their career. Most career paths are generally restrictive in regards to growth within …
Contact Centers: A Place for Young Employees to Gain Real World Experience Read More »
Businesses are growing and their decision makers are constantly on the look out to find how they can have a competitive edge over their competition. One area that is of growing importance due to the burst and global reach of social media, is a businesses Customer Service and overall Customer Experience. While businesses grow, this …
As businesses continue to grow, key decision makers are finding it increasingly difficult to dedicate the appropriate amount of attention to each area of their operations. Whether it is because they are not sure how to allocate the time or that they simply do not have the man power or resources on hand to meet …
The Importance of Professional Inbound Call Center Services Read More »
As the Founder of a large, multi-national corporation, I get asked many questions. Some questions are very specific and deal with minor day to day issues while other questions are much larger in scope and require a bit more to answer. Such was the case when I was posed the question: “How does a company …
Etech Global Services: A Multi-National Provider of Best Shore Solutions Read More »
With a wide range of services in their arsenal, inbound call center services in India is witnessing overwhelming growth. With their professional expertise and talent pool, call centers are able to service their clients in the best possible manner. Although most of the customer support agencies provide both outbound as well inbound services, inbound services …
The Success Story of Indian Inbound Call Center Service Providers Read More »
“Bring home the customer”, is a widespread proclamation that we often hear from companies. With numerous options that exist today along with a savvy consumer base, customers are demanding better call center services and don’t hesitate to walk away from a company that does not provide superior customer service. So what makes a call center …
Ecommerce is the backbone of online retailers. These companies do not have a brick and mortar set up to attend to customer calls, queries and grievances. They rely on customer service chat for quick resolution of customer questions without having to set up physical offices that need space, time, money and maintenance. Online tech support …
Customer Service Chat Helps Online Stores Reap Profits Read More »
Customer aspirations are forever increasing with the constant introduction of new and innovative products. We live in an era where the customers are more internet savvy and web oriented than ever before. With the availability of so many options and choices from web stores and retailers now, customers have become more powerful in selecting the …
Enhance Customer Experience and Engagement with Online Tech Support Chat Read More »
The internet and information technology sector has opened a wide range of exciting job opportunities for many engineers, artists and businessmen. It has something to offer everyone who wishes to grow their business using its various tools and services. The internet offers jobs on both the technical as well as creative sides and one need …
The internet has begun to dominate our daily lives to a very large extent. The world has become more competitive with the help of internet. Businesses are able to reach out to more new customers and business opportunities thanks to the World Wide Web. Also the customers are able to seek the services of manufactures …
Live Chat Services Ensures Instant Query Solutions Read More »
To Outsource or not? That is the question! And a BIG question it is as companies head into 2014. There are many opinions circulating out “there” as to whether or not businesses should continue to outsource the ever-increasingly important part of their business known as The Contact Center. For many businesses, the Contact Center is …
A new year always brings with it the anticipation of new things, and for businesses this is no different. Businesses have to keep up with these changes in order to stay competitive especially since we live in an ever-changing world where technology is constantly evolving. These constant changes provide challenges for all aspects of business, …
Numbers, numbers, numbers. If you have any experience working with, or at a Call Center you know that numbers have a huge role in the success of your Call Center. One of the most important metrics and numbers to measure, regardless of communication channel, is Average Handle Time (a.k.a AHT.) This metric measures the total …
When time is of the essence and a consumer is looking for a response, they used to have to pick up the phone and call in only to be put on hold for who knows how long. Consumers were frustrated and wanted a faster, painless way to talk with a representative. Live chat busted on …
