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The Benefits of Call Center Outsourcing to the Health Insurance Industry

The health care industry and structure of health care organizations in the United States are in a state of accelerated evolution.  Recent updates, such as the Affordable Care Act, have expanded the need for health insurance organizations to provide members with quality communication that are timely and achieve a high member satisfaction rating while reducing …

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Servant Leadership

The dramatic globalization of industry and the rapid enhancement of technology have changed today’s business environment and will continue to do. In today’s fast paced global market, businesses are called to move more rapidly than ever before while doing even more with less. While globalization and technology are the drivers behind the change, I firmly …

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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 are experiencing the necessity to undergo transition from a conventional center into a more dynamic multi-channel contact center offering customer service through multiple touch-points. With rapidly expanding technological innovations, customers …

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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 business. Companies have the option of employing front line supervisors, establishing a dedicated internal Quality Assessment team, or hiring an independent third party QA service provider to implement the QA …

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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, live chat is the most effective channel in terms of customer service and satisfaction. Internationally, the next great area of customer contact is live chat. From a customer perspective, regardless …

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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 rules or website visitor behavior metrics. Proactive chat invitations based upon advanced chat intelligence rules can efficiently target the customers, leading to higher customer satisfaction and attaining business goals. Proactive …

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Chat Intelligence Rules Defined

We’ve all heard of web chat service and most of us have used it as a consumer.  But you may be wondering, what exactly are chat intelligence rules, how do they work and why are they important. Customer Expectations are Higher than Ever The online channel has grown into a popular communication channel due to …

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Leveraging Online Chat for Effective Interactive Marketing

The internet has empowered businesses to extend their scope of ways to reach their customers and effectively market their products and services. Businesses can reach customers by using different mediums like email, social media, online advertisements, press releases, and more. Incorporating online chat in these mediums of online marketing can help improve interactivity with customers. …

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Ecommerce Customer Service Make Customers Feel Valued

With many businesses taking the Ecommerce route, it is essential to provide Ecommerce customer service during and after a sale. Efficient Ecommerce customer service ensures satisfaction, customer loyalty towards the business, and increases the chances of a customer reverting or referring the services to others. Since direct conversation is less in the online environment, providing …

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Healthy Work-Life Balance The Etech Way

Creating a healthy work-life balance program is important for any contact center. At Etech, we’ve found that combining fun with work provides an environment which yields high productivity. Etech’s centers across the globe maintain a continuous flow of enthusiasm, and energy while remaining focused on the disciplines which drive quality customer interactions. Etech leaders use …

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