Go Beyond Net Promoter Score To Measure the Customer
The Net Promoter Score specifically helps companies to categorize customers into groups based on how likely they are to recommend the company. Using the scale of one to 10, they Detractors at scores zero to six, Passives at scores seven to eight, and Promoters at scores nine and up. Read More
The Impact of Altruism on a Servant Leadership Culture
Servant leadership is the backbone of many leadership development programs today. While the leadership philosophy is too complicated and involved to learn by glancing over an article, it is possible to identify servant leadership’s ties to altruism and how that connection can help in boosting servant leader culture. Read More
Guaranteed Quality Performance and Positive UX
Exceptional customer service starts with effective and strategic process quality improvement that involves both team leaders and an unbiased quality assurance team. Quality assurance in the call center is a critical piece to success. It can help to improve customer experience and gives agent-productivity a robust boost. Companies have already started exploring different ways to listen to the VOCs and make well-informed business decisions. This is where Etech steps in; for, reducing customer effort at every point of interaction significantly increases the customer experience leading to higher performance metrics. For 20 years and counting, the company has been a leading provider of customer engagement solutions for many of the world’s most trusted brands. Read More
BusinessLink: Volunteer Spotlight
Etech’s Assistant Director for Recruitment, LaMarcus is the Assistant recognized by the Chamber, Lufkin & Angelina County for his untiring dedication towards community service. “We can never give enough of ourselves when it comes to community involvement and efforts, and this is why he works tirelessly to make a difference throughout the communities of East Texas” said LaMarcus. Read More
Social Media Customer Care Plan
Regardless of your personal feelings on social media, it is no longer an option not to have a presence. Satisfied customers will buy from you again and refer you to others. The difference today is that those referrals are not just made in a one-on one conversation. They are made through powerful platforms that can be seen and heard by endless numbers of people. Those same endless numbers of people can also see and hear negative things about your company.
You cannot provide customer driven service unless you incorporate a social media strategy. Delivering customer service through social channels is just one more way that proves how social media has permeated our society, and, it has largely been driven by customer demand. Read More
The Texas Association of School Boards (TASB) is pleased to add our voice of thanks to that of the district for your generous support of students, teachers, staff, and the schools at large. Your actions prove that you not only care about public schools, but you intentionally take steps to be a part of making our schools the best they can be. For that, we want to take the time to express to you our sincere appreciation. Read More
It’s hard to believe that 2014 is coming to an end. Time seems to move faster each and every year. However, the only thing that seems to move more quickly than time is technology and keeping up with the changes in technology is a challenge for anyone. This is especially true for those of us in the Contact Center Industry. Ours is an industry driven by technology and therefore, it is imperative that we make a priority in monitoring coming trends and implementing the changes that technology dictates. Not only can this be a challenge from the technical side, but it can also bring with it challenges from the managerial side as well. So today, I’d like to take a look at some of the technological changes that we can anticipate in the coming year, and I’d also like to offer some advice on how to implement these changes as seamlessly as possible with your call center staff. Read on Page 24-25
Contact Center Association’s Inbound Magazine published “Today’s Customers Expect Great Customer Service No Matter Where They Shop”. Jim Iyoob, VP Global Development, discusses the importance of customer experience for online shoppers. With nearly two billion internet users in the world, it is important to understand their needs as competition continues to grow online. Contact Center Association (CCA) is dedicated to providing resources, information, education and professional networking opportunities to the global contact center community. Supervisors, workforce managers, directors, VP’s and executives turn to CCA as the go-to resource for contact center tools and techniques, problem solving methods, business skills, career development and more.
Call Center Times published “Creating a Successful Hispanic Customer Win-Back Program in their September issue”. Call Center Times is the leading source of call center information, job openings and leads.
This August, “What to Look for in a Live Chat Software Solution” was published in Call Center Times. Call Center Times is the leading source of call centers, job openings, and leads.
Jim Iyoob, VP Global Development, presented, “A Look at Best-in-Class Performance for Implementing Chat” at the 2011 American Teleservices Association Convention. Connections Magazine has published this podcast discussing the benefits of chat and implementing chat on your website. Connections Magazine is the premier magazine for the contact center industry and covers all topics related to contact centers including technical coverage. This is the source for news, information, and whitepapers.
Today’s Shoppers Expect Great Customer Service No Matter Where They Shop” was published in ATA eConnections. eConnections is designed especially for contact center professionals who desire relevant and timely member and association news, regulation and compliance updates, and networking opportunities.
Texas Emergency Hurricane Hotline Outsourced to India
As Hurricane Rita roared towards them, more than 300 people called the local emergency number broadcast all around Nacogdoches County in East Texas.
Effective Teleservices In The Wall Street Journal TX.
As U.S. Companies continue their global search for cheap labor and locations for call centers and other back-office operations, many find they need look no further than a place like Nacogdoches, Texas.
Nacogdoches officials praise ETI
Nacogdoches government and business officials offered nothing but praise for Effective Teleservices Inc., which plans to open a new call center in Lufkin next year.