Blog Archives - Page 9 of 37 - Etech Global Services

What does the Future of Live Chat Have to Unfold?

What defines effortless customer experience in today’s business environment is a comprehensive 24/7 support system by brands to help their customer base. Though in the past, businesses used to depend on phone calls and emails to answer questions that their customers had, today’s organizations are ready with instant answers to customer questions all the time, and the best way companies are providing this is via live chat support. Over time, live chat has become a primary choice for businesses to solve customer problems quickly and efficiently. It has also evolved along the way, adding several attractive features that have remarkably boosted the customer experience delivered by brands worldwide.

Accountability – A Critical Character Commitment For Achieving Winning Results

Have you ever heard the saying hindsight is 20/20? For most of us, when we look back on our lives we will often reflect on times where we wished we would have handled things differently or taken heed to advice from those around us. Living close to Houston, I am a bandwagon Houston Rockets fan. There is something special about going to a live game that taps into all your senses. Vibrant colors, thundering music, the smell of popcorn, and of course the comradery of countless cheering fans rallying their team to victory.

What are Some Effective Ways to Empower and Improve Contact Center Performance?

Contact centers continue to evolve as an integral component of the telecommunications, insurance, e-commerce, and banking sectors. To reach your company goals, it is important that team members stay motivated and empowered. Effective coaching of call center agents can translate to a direct increase in sales and help improve the overall customer experience. But what are effective ways to make sure team members are empowered? How can you provide feedback that fuels change?

Why is Servant Leadership the Future of Today’s Business Environment?

With the ever-evolving corporate landscape, there is a huge transformation in the way organizations operate, the behavior of team members and leadership tactics. These days, people assuming leadership roles are mostly from Generation X. This generation was born in the 1980s, have witnessed 2008’s global financial crisis, high corporate layoffs, and witnessed toxic leadership styles from their parents, etc. As a result, emerging leaders understand the importance of empathy, as well as serving peers, while leading them.

Security Brief – What is Malware and How to Fight Back against It?

It is an unfortunate fact, but cybersecurity is now a serious consideration for every company. Gone are the days when security was something that happened to someone else. Now, security awareness is as much a part of the company culture as the coffee break. Why is this so? Well, the massive increase in cyber-attacks in the last 5-10 years is one reason. Versions of malware, the malicious version of software that causes infections like ransomware, just keep on rising. We must now ensure that employees are taught awareness and how to guard against being exploited by cybercrime.

How do you Create a People-Centric Culture at the Organizational Level?

Through the high-tech revolution and capital shifts, you might think that machines are doing almost everything and human input is becoming less important to the organization. Simply put, in these times human connection is even more critical. With the growth of AI as a tool, the most complex work is now handled by your team. With shifting responsibilities, empowering your leadership, and appreciating individual team members at all levels of your organization’s workforce is fundamental. Human resources are vital to your company’s success and treating your people accordingly will boost their morale and inspire them to be more committed to achieving the company’s goals. This will not only set the workplace apart from competitors, but it will also generate success and maximum growth for your company. The best companies have realized this and are continually committed to developing a people-centric culture at the organizational level to make positive impacts and progress.

What are the 3 Contact Center Quality Monitoring Mistakes That Are Causing Problems For Your Team Members?

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.

How to Take Your Contact Center to the Next Level with Effective Quality Assurance?

Customer experience can be understood as the direct interaction between the customer buying a product and the representative of the business that is selling the product. Most businesses realize that this interaction is important when it comes to building customer loyalty because customers are unlikely to return if they don’t like the quality of service that they receive. For this reason, it is essential for every business to employ an effective contact center quality assurance approach. Having a quality assurance program will give your contact center the ability to monitor agent performance while revealing actionable insights for making necessary improvements to ensure your center is always on the right track. Below are some of the ways in which effective contact center quality assurance can take your contact center to the next level.

How Can You Provide Confident Leadership In An Uncertain Marketplace?

During this uncertain time of the pandemic, our lives have gone through a major upheaval. While organizations are struggling to sustain in the market, it is important to take care of and boost the confidence of your internal stakeholders and your employees. For leaders, this is a testing time to utilize the best of your leadership skills and bring the best out of your team members. How to be self-confident and boost the confidence of your team is a major challenge for every leader. Here are some tips to smoothly sail through these unprecedented times.

How did Omnichannel Customer Experience Evolve in 2020?

In the past few years, omnichannel customer experience (CX) has quickly evolved as a core part of CX. Brands that design and deliver an omnichannel customer experience have better opportunities to attain and leverage their CX insights. Those businesses have been recognized for achieving higher customer retention rates compared to companies that do not offer omnichannel options for their customers.

Why is Human Resources an Integral Part of Any Organization?

What is the greatest resource of your organization? It’s your people! Employees are the foundation and the cornerstone of any organization. One effective way of making sure your business will succeed is assessing the needs of and taking care of your people. Treating people well, leading them effectively and providing opportunities increases not only employee satisfaction but, in turn, company goals and performance. On the other hand, when an organization does not show they value their employees, the foundation of the organization suffers and frequently leads to high turnover, low performance and instability for the company.

How do You Build Long-Lasting Successful Teams?

Great leadership is a crucial building block to develop great teams. Leaders, with a sensible approach toward leadership, have the ability to establish an exceptional standard of team spirit among their people. Team building is all about a keen understanding of your people. For example, what are their strengths , and how can they be motivated to work with one another. You can overcome your biggest obstacles if you have a team that shares a common goal and works together to achieve it. When a team works together, they perform and excel. A team, that acknowledges clear, shared goals, knows what they need to do to move forward and can accomplish those goals, together.

11 Powerful Principles To Become A Successful Servant Leader

I recently read an article that highlighted leadership principles that were identified during a 1948 leadership study! As I was reading the article, I could not help but draw a correlation between these time tested principles and Etech’s leadership character commitments. Take a look, and see for yourself!

How to Make Your Live Chat Service Smarter with Artificial Intelligence?

Live chat is a tool growing in popularity for consumer interactions. It is not an overly complicated system, involving a simple messenger window and sometimes a live chat customer service representative. However, more recently, companies have been turning to artificial intelligence in live chat for additional support to both team members and customers. While this updated approach may seem counterintuitive for improving consumer relations, there are several excellent reasons to incorporate AI into your companies chat sessions.

How Can You Create a Successful Executive Development Plan?

Has your executive team somehow become stagnant? Does it seem like the industry is moving at a faster pace than your company? How can you stay ahead in this competitive business environment? Regardless of the motivation behind wanting to grow your business, it’s important to have a plan for progress. An Executive Development Plan (EDP) is a critical tool in your Executive tool belt.

Why is Contact Center Quality Monitoring Crucial for Your Business?

When it comes to contact center quality assurance, there are several reasons you should implement a strategy and stop just checking boxes. The 9 reasons we will discuss below will help your team provide exceptional service for your customers and create a remarkable customer experience. 1. Know What’s Most Important One of the first advantages associated with contact center quality monitoring is that your team will know precisely what is essential. Define the key performance indicators that matter to you and that your customers. By seeing these indicators, they will know where they need to focus even more of their attention to increase customer Experience. 2. Recognize Negative Behavior If your team is engaging in negative behavior with customers it will reflect poorly on your business as a whole. By going through the process of a true quality assurance plan, you will be able to highlight these negative behaviors as soon as they occur, and you will then be able to correct them. 3. Maintain Regulatory Compliance There are several regulatory concerns when it comes to contact centers, data security, customer privacy, and more. By employing methods of quality monitoring, you can recognize potential regulatory concerns before they become serious. This will allow you to correct the problem before it results in a breach of security or fines from the regulatory body. 4. Highlight Positive Behavior Through monitoring, you can learn how team members are interacting with customers in positive behaviors as well. This enables you to highlight those behaviors and provide feedback and encouragement to the entire team. 5. Provide Better Feedback Coaching sessions with team members are essential to be able to retain people. Retaining the team is far more efficient than hiring new people, which means you will have to provide constant feedback to help the teams improve their positive behaviors and resolve the negative ones. Through quality monitoring, you can observe the behaviors that each of your team members are participating in and provide specific feedback on the behaviors that will directly improve the customer experience. 6. Track Employee Improvement Through the process of continuous monitoring, you will be able to evaluate the behavior of a particular team member over time. This means you will be able to consider how they interacted with customers on Day 1, versus their customer interactions on Day 20, Day 50, and Day 100. This will allow you to clearly see where each of your team members is improving and where they still need training. Developing an action plan and using this type of information will provide you the ability to retain your team more easily. 7. Speed Up Training and Promotion By monitoring call center performance, you will be able to pinpoint the positive behaviors that you want to see repeated in all of your team members. Then you can easily showcase these behaviors to the rest of your team, including new hires. As a result, you will be able to speed up the training process by starting new hires off with the skills you want them to possess rather than having a steep learning curve along the way. 8. Improve Your Team Environment When team members feel that they don’t know what you expect from them or what you want, it can cause them to feel overwhelmed. Team members who understand what is expected of them, even if that expectation is out of their reach at that time, are more likely to feel content, happy, and satisfied at work, and deliver their best performance. And if they know what is expected of them, then they know what goals they need to work toward. 9. Improve Customer Experience Finally, you will be able to improve the overall experience of your customers through the process of call monitoring. By ensuring that your customers’ voices are heard and that your team members are responding to calls in a way that fits the needs of the business, you will improve the experience your customers have when they interact with you. This will, in turn, foster a relationship with your customers and encourage them to continue using your services because they know that you will provide them with the help they need when they need it. By maintaining quality and monitoring contact center performance, you can improve how your team interacts with customers. It also makes it possible to ensure you retain customers. But first, you need someone who can help you do it. That’s where Etech Global Services comes in. At Etech, we know the market, including the changing landscape of customer experience. With over 20 years of experience, we can take care of your quality monitoring needs. All you need to do is visit our website to find out more. This blog was earlier published on LinkedIn.

Leadership Courage in this Moment: Be Encouraged

When crisis hits, it is critical to have alignment around key priorities that can be used to guide decision making, and to communicate these priorities clearly, widely and often. Once that is done, the real work begins. How to meet priorities can often become a point of friction under the best of circumstances. Throw in a time of crisis and it can truly feel overwhelming. Take heart and be certain…there will always be times of uncertainty. Whether dealing with changes to technology, process, economic pressures, resource gaps, political discord, catastrophic weather events, global pandemics, or any combination of unsavory hardships be encouraged. While this may sound strange to you, there is a method to the madness. Here is what you need to know. YOU are and can be the right leader for this moment. Anything worthwhile is uphill…meaning it comes through challenge, friction, resistance and quite frankly a lot of hard work. Do not be detoured by this; let it fuel you. YOU are uniquely qualified for this moment…that is why you are here. This is an uphill battle, but you are not alone on this journey. Success will not come overnight. If it did the endeavor was not that worthwhile to begin with. No, true success will only come with the unrelenting pursuit of forward progress. One step at a time, one day at a time break through moments are right ahead. Commit to do the work and carry the load. It won’t be easy but you do hard things and you find ways to do them better than anyone else continually. Make this your super-power! Where to start? It begins with you. In this moment focus on three things to position yourself and those you lead for success. 1.) Reachhigh – Don’t put limits on yourself or your team. Instead, be encouraged to transform. Like The Little Engine That Could chants over and over, “I think I can, I think I can”, listen to that inner voice and know you can. The vision you have for ultimate achievement for yourself and your team…the one you are afraid to even dare dream? Yes, that’s the one now is the moment to reach for it! Opportunity is born in times of adversity for those with the courage to stretch, grow and reach beyond current circumstances. Make the decision, now is your time to reach high. 2). Reach long– Simon Sinek talks about an Infinite Mindset. This isn’t striving for peaks only to be followed by valleys, rinse and repeat. In fact, it’s not a single destination at all which will define success. Instead it is knowing you and your team are meant for far greater things perpetually and to have this perpetual mindset. In this moment, focus less on numbers and more on the behaviors that drive these numbers and do this with consistency. What am I saying? Great empathy statements drive CSAT, asking for the sale drives conversion, reading disclosures ensures compliance and reduces cancels, role playing these behaviors with your team correctly builds confidence and competence. The list goes on and on. Focus on building skills that link to what you need to accomplish. There is no limit to what you can achieve, the secret is in the effort and the journey…keep going, keep building and keep reaching long. 3). Reach back– One of the most important things we are called to do is to care for those we have the privilege and responsibility to lead. Be the one to lift others up. Every person has an important story. Every person goes through things in their lives that will shape who they are, how they see things, and how they respond to different events. Know your team and be intentional about building your connection in a meaningful way to meet them where they are. This heart/mind leadership is one of the most important life skills you must develop as a leader. Nobody cares how much you know…until they know how much you care. As servant leaders we can serve without leading, but we cannot lead well without serving. To do this we must extend a hand to support, to equip, to guide, to teach, to prepare, to correct, to inspire, and to lift. Whether it is in person or virtually is not what is important in this moment. The significance is in the action. You can be creative and mix up the tools you use. Virtual meetings like those on TEAMS are great ways to meet individuals as well as groups around the globe and build connection personally and professionally. We live in a virtual world and building community by leveraging technology is easier now than ever before. There are many platforms to choose from. Phone, video chat, email and text can also be a part of your connection strategy. Be clear, be transparent, and most importantly be there to care for your team…reach back. There is a greater purpose to why you are here, and who you are called to be. This moment is not easy; it will not be easy. You do hard things. This is why you are the right leader for this moment, and your best days are right ahead. Reach high, reach long, reach back to lift others and be encouraged!

How to Secure Internet Connected Devices in Healthcare?

Cyber Crime. What is it? Cyber crime is any crime that is committed electronically. This can include Theft and Fraud as well as other serious offenses. Why should you care? Crime is a danger offline and on! Cyber Self-Defense basics can go a long way to keeping you and your data out of the hands of malicious cybercriminals. Last week’s theme of Cyber Security Awareness Month was “Securing Internet Connected Devices in Healthcare.” Even if your programs do not deal with healthcare data, you should always be aware of what would be considered protected healthcare information as designated by the Health Insurance Portability and Accountability Act (HIPAA) standards. So, what is HIPAA exactly? The HIPAA Privacy Rule establishes national standards to protect individuals’ medical records and other personal health information and applies to health plans, health care clearinghouses, and those health care providers that conduct certain health care transactions electronically. The Rule requires appropriate safeguards to protect the privacy of personal health information and sets limits and conditions on the uses and disclosures that may be made of such information without patient authorization. Why is it important to understand what data is considered “protected”? Several types of information fall into protected categories. Credit card data and Social Security numbers fall within PCI-DSS (Payment Card Industry Data Security Standards). Personal Identifiable Information or PII (examples of PII include full name, Social Security number, driver’s license number, bank account number, passport number, and email address) falls within the realm of ever-increasing privacy legislation. By understanding what information is considered protected, we can ensure we not only have the proper security controls in place but also have an increased awareness when dealing with this type of data. What can we do to ensure the information we are working with is safe and secure? Be Alert to Impersonators. Never share information over the phone or send protected information through email, chat, SMS, etc. unless fully authorized as part of the work process and have positively established the identity of the intended recipient When it becomes a requirement to send information via the aforementioned media, make sure the data is fully encrypted using the latest approved standards Safely Dispose of any Personal Information. Always Keep Passwords Private. Never share your credentials with anyone! These are for you and you alone. If someone commits a cybercrime using your credentials, it will look as if you are the malicious actor. Don’t overshare on Social Networking sites. Work with Security and IT to ensure all requisite security tools are installed on your system. This will protect you and from exposure and potential attack. Be Wise About using Wi-Fi. Secure you home Wi-Fi router. We hope that this information proves beneficial and provides you with the requisite tools, increasing your awareness in our fight against the constant threat of cybercrime.

What are the 5 Crucial Metrics You Should Measure to Improve Your Contact Center Performance?

Are you a quality assurance manager in any contact center? If so, you know that it is a part of your work to make decisions that directly impact the contact center’s bottom line. You have to keenly monitor the performance of your contact center and figure out how your team members can deliver better customer experience each time they interact with customers. How can you do this effectively? An excellent way to monitor call center performance is by measuring the productivity of your team members with stable and reliable metrics. There are several contact center software options available in the market that might give you a variety of metrics in real-time, however, you need to measure crucial and useful metrics for the most valuable insights information. Read the following to explore these crucial contact center performance metrics you want to track in order to take your contact center performance to the next level: Average Rate of Call Abandonment Every contact center wants to deliver memorable customer experience, and so does yours! Right? Therefore, it is important to be available when your customers contact you for any assistance, otherwise, you should be able to give them a logical reason why you are unavailable and timeline about how soon you can get back to them. It is one of the effective ways to build a good rapport with your customers and keep them satisfied. But, it has been observed that most of the time, it is just the opposite that happens in contact centers. Customers often hang up before they can even connect with a team member. This is what we call the average call abandonment rate. Monitoring this metric can give you an overall idea about your team members’ performance. If this rate is higher, try to identify the reasons behind why your people are unable to serve your customers in time, and take necessary steps to improve the scenario. You may want to communicate with your customers what exactly they can expect their hold time to be based on the availability of your team members and, if needed, hire more people for frontline work when the inflow of customer calls is more, coach and empower your team members on how they can be faster in answering customer calls, or give the busy callers an option to leave a voicemail or request a call back instead. It all depends on what problem your contact center is facing. Once you are able to identify that, your contact center can take the relevant steps to solve these issues. Blocked Calls Percentage Blocked calls percentage is nothing but the proportion of incoming calls from customers that receive a busy tone. In an inbound contact center, even one blocked call can result in losing a customer forever. So, if you want to ensure your team is connecting with each inbound caller, you need to identify the common causes of blocked calls and encourage practices that can remarkably reduce them. One of the reasons behind increased blocked calls percentage could be that not enough team members are available in a specific shift and there are no call queues configured, so callers hear a busy tone. In such a scenario, you want to figure out the possible effective ways to solve this issue. Some of the major ones could be making sure your contact center software can support the call volume, optimizing call queuing, improving agent scheduling and adherence, as well as call forecasting, etc. Average Duration of Time in Queue Another important metric to keep an eye on is the measure of overall performance for your contact center. The measurement of overall performance is the average customer wait time in the queue. How you can derive this metric is by dividing the total time callers wait in the queue by the total number of calls answered. It is important to measure the average time that your customers have to wait in the queue to improve the experience that they are receiving from your end. If you see that your customers end up waiting in line longer than usual, you can ask your team to be more efficient in handling calls and coach them accordingly so that they can drive this KPI to score lower. Also, you may choose to provide your customers with a facility to call back so that they don’t have to keep waiting. When it’s about measuring contact center productivity Approximate Speed of Answer One of the best metrics you need to consider is the average speed in which your team members answer your customers’ questions. If you notice that this metric is too high, it may mean your people are not able to assist customers, as expected. In such a situation, you want to figure out the reason why they are slow to answer customer calls. It has been observed, most of the time, that the use of improved work tools can help increase your team members’ average answer speed. Average After Call Work Time You will see your team members’ work doesn’t end when calls are finished. In fact, they often end up spending quite a bit of time updating databases, sending emails and informing teammates about the call, etc. The time that your people spend completing a transaction after the caller has disengaged is the after call work time. As a quality assurance manager, you need to craft and leverage smart processes to reduce your team members’ after call work so that they can make the best use of their time interacting with customers while they are on the clock. It can help your contact center to solve more customer problems and ultimately deliver an effortless and consistent customer experience. Summing Up The quality assurance managers at contact centers typically have a general sense of how the team members are performing, even before they look at the metrics. But, it’s crucial to measure the above specific key performance indicators to identify the areas of improvement and

Importance of Healthy Lifestyle during Pandemic

While the entire world is battling against COVID19, it is important now, more than ever, to have healthy lifestyle. Physical activity is one of the best ways to keep our bodies feeling and looking better. It not only offers long-term health benefits but improves your overall wellbeing and quality of life. During these times, developing healthy eating habits, while also regularly carrying out exercise and staying fit is extremely necessary for a strong immune system. Here are some tips for a healthy lifestyle and their benefits on your health. Exercise for staying Physically Fit These times, when most of us are leading sedentary lives because of COVID19, we tend to take in more calories than are needed, and what happens is that the unused calories accumulate as fat. Along with a proper diet, exercising plays an integral role in controlling your weight by burning extra calories caused by dietary changes and sedentary lifestyles. By exercising regularly, you’ll not only maintain an ideal weight but will also stay fit and able to do activities that require a certain level of physical fitness. Often, inactivity has been mentioned as a top reason for losing the ability to do things on our own, even as we get older. Meditation to strengthen your Mental Health Meditation is to the mind what physical fitness is to the body. Meditation during these stressful COVID19 times is as important as ever and more and more people are searching for ways to improve this facet of their life. Challenge yourself to commit to a specific meditation each day for a month or longer to experience the long-term effects on your mental and physical health. Whether you choose to meditate in the studio or in your residence, make sure you remain consistent. As you begin to transform and reap the benefits of your meditative practices, you will notice your body’s reminders. Meditation can lead to mental clarity and emotional stability. It can help reduce anxiety, combat depression, lower stress, and offer a sense of calm in your daily life. Developing a positive mindset Maintaining a positive mindset can help you live a healthy life. Numerous studies have established that people who are generally optimistic about life enjoy better health and quality of life than those who aren’t. Positive thinking doesn’t mean keeping your head in the clouds and naively ignoring life’s unpleasant situations. It just means that you approach such situations in a more positive and productive way. Surrounding yourself with positive people, pushing back against negative thoughts, being open to humor, doing things that bring pleasure, and following a healthy lifestyle are some of the ways of boosting a positive attitude towards life. Breathing for Relaxation Breathing for survival is different than breathing for health. Take note of how you breathe while you meditate, slowing it down and making each breath deeper and longer. Count your breaths as you inhale, holding it for a moment, then slowly exhaling. Make sure every breath is full enough that you feel it coming in through your nose, going down into your lungs, and reaching all the way to your toes. Count a cycle of 10 deep breaths, then begin the count again. Chances are, you will realize just how shallow you breathe throughout the day when you are on the go, becoming more centered as you slow it down. Quality Sleep for reducing stress We all get bogged down with stress, but how you react to it determines the effect on you. While we can’t evade all sources of stress, we can develop healthier ways of responding to them. Often times, we fail to realize the many ways that relaxation can increase our stamina, calm our thoughts, improve mood, and allow us to be more productive. Deep relaxation techniques, like meditation, yoga, Tai Chi, and breathing when practiced regularly, restore energy and encourage a more positive sense of self. Quality sleep is also crucial in maintaining overall health and wellness, although sometimes it’s hard to get. Making time to rest, relax and be mindful is true nourishment for both the body and soul that gives us a great balance so we can better focus on our lives, the people in our lives, and our work. As we focus on all these elements and become conscious of mindful living, we become healthier and more intimately aware of our present life experience. Make yourself and your happiness, health, wellbeing a priority, and stay safe.

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