Call Center Quality Monitoring

Etech Insights – Call Center Quality Monitoring

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In today’s evolving contact center industry, the ability to effectively analyze and act upon the customer sentiment and experience is critical to success. Etech has witnessed the dramatic impacts customer experience analytics can have on a company’s overall performance; therefore, Etech is taking steps towards improving our quality management program and harnessing the power of human intelligence to enhance call center monitoring services.

“Serving Your Customer Is Not Just a Priority, they are the ONLY Priority”

Etech follows this way of thinking in everything we do. Etech Insights is an innovative and unique solution for call center monitoring with its approach to total quality management. Etech Insights is a strategic blend of people, process, and technology that delivers a quality experience that supports all facets of business. Etech synchronizes human intelligence with the knowledge and power of Artificial Intelligence to identify performance enhancing behaviors and voice-of-customer insights that are not easily discernible through traditional quality management processes.

Artificial Intelligence (AI) and machine learning technologies are integrated into our call center Quality Monitoring solutions to overcome challenges of handling and analyzing 100% of your customer interaction data. Our Data Scientists refine large data sets into actionable insights along with customer experience analytics that are used to drive successful behaviors.

Etech’s A.I engine, powered by Artificial Intelligence and machine learning platforms to overcome the challenges of handling and analyzing large volumes of customer interactions with ease.

With so many channels of communication available to determine customer experience analytics it is critical to have software that helps you connect to the true voice of your customer. With Etech’s call center monitoring, we make it possible to listen to 100% of interaction data and uncover insights that repair and improve your processes and augment the overall customer experience. By combining Etech’s people and processes with technology, it becomes effortless for customers to leverage insights to achieve enhanced operational excellence and agility.

Etech’s multi-level approach uses call center monitoring along with Artificial Intelligence (AI) and machine learning technologies to deliver customer experience analytics that:

  • Improve customer experience
  • Increase your profitability
  • Boost agent performance
  • Increase your span of influence

Why Etech Insights?

Call Center Quality Monitoring

Survey Analysis

Surveys are an age old method to capture customer experience analytics, but how do you convert this feedback into actionable Insights that impact CX?  Etech Insights shows you helpful market trends, business opportunities, voice-of-customer, competitor mentions and relates survey feedback with process and performance metrics.

Call Center Quality Monitoring

Predictive Behavior Mapping

Etech Insights maps strengths and weaknesses within agent interactions to identify behaviors that can be replicated or improved across your organization to yield higher results in sales performance, customer satisfaction and first contact resolution.

 

Call Center Quality Monitoring

Tenure Segment Analysis

Companies make significant investments in training and retention of frontline employees. Tenure Segmenting shows you comparison between tenured agents vs new agents, determine needs of training remediation, identify training gaps and skill vs will issues.

Call Center Quality Monitoring

Heat Map

It is critical for leaders to efficiently track team performance and quickly diagnose and address performance issues. Etech creates Heat maps that make it easy to identify agents who need further coaching or immediate reward.

 

Integrated Customer Engagement (ICE), a perfect software solution for businesses to overcome the challenges of today’s competitive environment. ICE has Chat, Email and Etech Insights, and allows you an easy switch over for different functionalities.

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Quality Analytics software that allows call centers to monitor customer experience at each customer interaction touch points.

  Download Quality Analytics Brochure

  Watch QEval Demo

Etech Insights helps you to measure customer satisfaction at each touch point, delivering actionable insights to improve your customer experiences.

Click here to explore Etech Insights to increase your revenue and enhance customer experiences.