Call centers generate data like no other department within a company. Information coming in from the outside, such as customer demographics, common questions, and favorite product features are gold mines for marketing, development, and customer engagement. Data gleaned from internal processes such as hold times, how long it takes to resolve an issue, and the …
How Big Data Analytics Is Gold for Call Centers? Read More »
In the past Companies controlled the buying process and the customer journey, with the IoT that shift has moved to the consumer. If you really want to lead in the marketplace you must focus on customer experience. As customer service evolved, the consumers now do business based on customer experience. In this blog we will …
Using AI To Enhance the Customer Experience in Call Centers Read More »
Many of today’s adults remember a time when artificial intelligence was something mentioned only in relation to science fiction. Such mentions frequently involved futuristic self-driving vehicles, computers capable of taking over the world or robots that became so proficient, there was no real meaning in life for humans. Today, many of those adults could pause …
Artificial Intelligence Benefits in Call Centers Worldwide Read More »
It is a myth that call centers lack growth opportunities. Many think that the only path is from agent to director, and many of those jobs are already taken. While call centers tend to have many employees, and many of them are likely vying for the same promotion, that doesn’t limit anyone from working their …
Charting a Career Path in Today’s Call Centers Read More »
The BPO industry is known for its high turnover rate, but it doesn’t have to be that way. When contact center outsourcing is done correctly, you can reap the benefits of happy employees and customers. Rewarding talent at your call center goes a long way to improve the overall effectiveness of your business. Start With the …
The Effect of Rewarding Talent on Outsourced Call Centers Read More »
Once you’ve added live chat to your websites, don’t stop looking for ways to improve the customer experience. While there is no magic formula you can use to make everything about your business’ online presence perfect, here are some ways you can improve the efficiency of your company’s live web chat services. Establish Chat Priority …
Quality assurance is the cornerstone of call center management practices. Optimizing QA practices increase agents’ efficiency, reduce wasteful spending, and enhance the quality of the service to customers. The combined benefits of optimizing QA practices provides a competitive edge, making identifying the best call center quality monitoring program essential to overall success. Comparing Quality Assurance …
For businesses that rely on the ability of their customer representatives to deliver outstanding service over the phone, call center quality analytics are a must. With call center quality monitoring, you can ensure that your employees are following the guidelines that can help your business succeed. Along with a monitoring program from Etech Global Services, …
10 Influential Ways to Improve Call Center Quality Monitoring Read More »
Mobile devices have become indispensable tools in the 21st century. Most notably smart phones have changed the way consumers interact with brands. With a single click, a customer is online and can access any information they want. Contact centers, being the bridge between consumers and companies, have to provide customer service where the customers are. …
It is often said that if something cannot be measured it cannot be managed or improved. Some aspects of a business are easy to put into measurements – sales or revenue per hour, conversion rate, contact rate, etc. These key indicators are critical to determine sales success. Inbound channels have additional standards to ascertain the …
Quality Metrics — Unveiling the Strategic Information for your Business Read More »
There is perhaps no more difficult time for any country than when they are experiencing an economic downturn and conversely, there is no better time than when the economy begins to turn around and show signs of life again. Here in the United States, we are slowly beginning to see signs of economic recovery. As …
