Drive business transformation with actionable

Call Center Quality Monitoring Services

WHO WE ARE?

TRUSTED PARTNER FOR CUSTOMER EXPERIENCE
ANALYTICS TO EXCEED CUSTOMER EXPECTATIONS

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 Insights is an innovative one-of-a-kind solution for call center quality monitoring with its approach to total quality management. It is our strategic blend of quality experts, best in industry process, and AI powered technology that delivers a quality experience to support all facets of business.

WHAT WE DO?

GET ACCESS TO CUSTOMER EXPERIENCE
INSIGHTS

Our team of data scientists 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.

LEVERAGE THE BLEND OF ARTIFICIAL INTELLIGENCE (AI) AND
HUMAN INTELLIGENCE (HI) TO GENERATE BUSINESS INTELLIGENCE (BI)

PERFORMANCE MANAGEMENT

Our team leverages years of experience in contact center operations, quality management, and data science to look beyond surface level numbers to find trends that traditional methods often miss. We apply these lessons at scale by building our artificial intelligence engines around what your agents say and hear to get a more complete picture of your business and how that affects Agent performance.

CUSTOMER EXPERIENCE ANALYTICS

Our clients no longer wait for customer surveys or reviews to know how customers feel about the brand or how satisfied they are with products and services. Using our analytics engines, we can measure what is being said, and when it is being said, during conversations with agents. This gives leaders greater access to data across all conversations and makes the insights more meaningful.

CONTACT CENTER EFFICIENCY

Traditional contact center management tools often provide data without context. This is where our methods of combining human experience and artificial intelligences excel. We can help identify not only when call states change, but why they change and the drivers behind the behavior to look for service level improvements.

OPTIMIZE SALES

Customer conversations are filled with data often overlooked without the partnership between experience and technology. Our teams help identify agent or script effectiveness by applying analytics to what is being said. This can drive change throughout an organization, from agent coaching to product improvement to marketing opportunities. These help drive overall performance in your industry.

RISK & COMPLIANCE TRACKING

By applying our customized analytics and artificial intelligence engines, our clients quickly identify compliance opportunities quicker than when using traditional methods. This ensures greater agent conformity with required scripting or fulfillment obligations and reducing business vulnerabilities.

CASE STUDY

Get Access To Customer Experience Insights

HOW ETECH’S INTERACTION ANALYSIS HELPED CUSTOMER IN CALL REDUCTION, ENHANCE CUSTOMER SATISFACTION AND INCREASE IN OVERALL EFFICIENCY?

Identifying and improving what your customers love & hate about your brand is critical to driving amazing customer service experience as well as overall business success. To overcome competition, the brand was seeking a partner to identify insights from customer interactions. The Etech Insights team analyzed the interactions & determined the key drives responsible for customer effort, frustration, positive and negative customer sentiment. Going beyond, our team also recommended call flow examples and best practices to drive overall customer satisfaction.

Industry: Retail | Service: Quality Monitoring & Analytics

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HIRE DATA
SCIENTISTS

Our team of on-demand data scientists & engineers can help your company accelerate your initiatives, generate insightful information and improve business performance.

QEVAL QUALITY MONITORING SOFTWARE

QEval is Etech’s home grown quality monitoring software that allows contact centers to monitor customer experience at every customer interaction touch point.

LEARN HOW
ETECH INSIGHTS
ADD VALUE TO YOUR BUSINESS

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