Balanced Scorecards for Contact Center Operations

Why QA alone produces the wrong incentives, and how to build a weighted composite scorecard that maps to business outcomes.

Process Intelligence at Scale: What 576,572 Interactions Told One Auto OEM

A methodology document on running 500+ analytics categories across a full call population to find the $33K-per-1% shift.

The QEval Playbook: Performance Management at Every Interaction

A working operator’s guide to running QEval across AI scoring, speech analytics, coaching, compliance, NBA, and process intelligence.

Beyond the Surface: Why Your Operating Model is the Secret to World-Class CX

In today’s experience-driven world, organizations are always looking for ways to improve customer experience. But often, the focus stays on what’s visible — […]

Safety is the New Loyalty: How Trust & Safety Shape Customer Experience in 2026

In a digital world full of choices, customers don’t just look for speed or convenience anymore.  They look for something deeper — trust.  […]

ETSLabs’ QEval® Recognized as a Leading Provider on the CMP Research Prism for Automated QA/QM

NACOGDOCHES, TX, UNITED STATES – January 2026 — /EINPresswire.com/ — QEval®, the AI-powered quality assurance and performance management platform from […]

May 2025

Etech Global Services Named One of America’s Dream Employers 2025

NACOGDOCHES, TX, UNITED STATES, December 23, 2024 /EINPresswire.com/ — Etech Global Services has been recognized as one of America’s Dream […]

Etech And Tethr Strengthen Partnership To Transform Conversation Insights

NACOGDOCHES, TEXAS, USA, April 4, 2024 /EINPresswire.com/ — Etech, a leading global next generation BPO (contact center) solutions provider, recently announced […]

September 2024