Customer Experience Archives - Etech Global Services

From CX Strategy to CX Movement: How to Ignite Cultural Transformation Across Your Organization

A strategy can guide you, but a movement transforms you. When customer experience shifts from being a set of goals on paper to a shared purpose that people live every day, that’s when real cultural change begins. About the Episode: Most organizations have a customer experience strategy written down somewhere — but few have managed to turn it into a true CX movement that inspires people at every level. In this episode of the Etech Leadership Table CX Podcast, Melissa Wood sits down with Katie Stabler, CX Expert, consultant, and author of the CX-ISM to uncover what it takes to move beyond strategies on paper and create cultural transformation that lasts. Through stories, practical frameworks, and real-world lessons, Katie shares how leaders can breathe life into their CX efforts transforming them from checklists into a company-wide movement that people believe in, live, and champion. Why You Should Watch: See the Difference Between a Strategy and a Movement: A strategy lives in documents. A movement lives in people. Katie explains why CX needs to go beyond structure and become part of company culture. Get a 5-Step Leadership Blueprint: Learn Katie’s practical framework for embedding CX into every corner of your organization from frontline to boardroom. Turn Resistance into Advocacy: Discover why people resist change (hint: it’s often fear) and how to involve them so they become champions of customer experience. Measure What Really Matters: Don’t stop at NPS or CSAT. Learn how to track cultural shifts, behavior changes, and business outcomes to see the long-term impact of CX. Harness the Power of Storytelling: Understand how leaders can use stories to humanize data, connect emotionally, and remind teams why CX truly matters. What You’ll Hear: The key differences between CX strategies and CX movements Katie’s 5 ways to embed customer-centric thinking at every level How to address resistance to change with involvement and clarity The blend of metrics that reveal true CX impact Why storytelling is the foundation of sustaining CX transformation Meet the Experts: Katie Stabler – CX Leader, Consultant & Author of CX-ISM Melissa Wood – Dean of Leadership Development, Etech Watch Now and Start Your CX Movement Whether you’re leading a small team or shaping strategy for a global brand, this episode will give you practical tools and fresh inspiration to turn customer experience into more than just a plan. Because CX isn’t a department. It’s a movement. 👉 Watch the full episode now and ignite transformation in your organization. 📢 Don’t miss future conversations on leadership and CX — subscribe to the Etech Leadership Table CX Podcast.

The Science of Emotional Intelligence: Transforming CX & Employee Experience

The best experiences are built on empathy.Because before people remember what you said or did, they remember how you made them feel. That’s the real science of emotional intelligence in action. About the Episode: Behind every customer conversation and every team interaction is something deeper — a brain at work, an emotion at play, and a connection waiting to happen. In this episode of the Etech Leadership Table CX Podcast, Melissa Wood sits down with Sandra Thompson — emotional intelligence coach, TEDx speaker, and author — to explore how psychology and neuroscience can shape better experiences for both customers and employees. This isn’t theory — it’s practical insight into how understanding the human brain can help us lead with more clarity, connect with more empathy, and design experiences that truly matter. Why You Should Listen Discover the Brain Behind Behavior – Learn how the amygdala — our brain’s emotional center — drives reactions, and why recognizing it can transform CX and EX. Unlock the Power of Daily Practice – See how small, consistent habits reshape the brain, creating lasting skills and resilience in teams. Explore Empathy in the Age of AI – Hear why machines may help us become more empathetic — but can never replace the human touch. Spot the Hidden Blind Spots – Understand the common EQ gaps leaders overlook — and why addressing them is essential for healthier, happier workplaces. What You’ll Hear: Why emotions matter more in shaping customer and employee experiences How repetition and neuroplasticity make learning stick A powerful Serena Williams story that proves why context matters in emotions Why empathy isn’t about “walking in someone’s shoes” — and what it really is Practical tools to pause, reflect, and choose a better response at work Real Talk from the Conversation 💬 “If you understand the brain, you design better experiences.” – Sandra Thompson 💬 “Emotional intelligence is not soft — it’s the strongest skill you can build.” – Melissa Wood Meet the Experts: Sandra Thompson – Emotional Intelligence Coach Melissa Wood – Dean of Leadership Development at Etech Global Services. Watch Now and Lead with Emotional Intelligence Whether you’re serving customers, leading teams, or simply striving to grow — this episode will remind you that emotions aren’t barriers in business. They’re the bridge to stronger connections, smarter decisions, and lasting change. Subscribe to the Etech Leadership Table CX Podcast for more conversations that put people — and their stories — at the center of leadership and customer experience.

The Now of Contact Centers: Bridging the Gap Between High Tech and High Touch

The contact center is no longer just about answering calls — it’s about answering to a new era. One where AI meets empathy, and insights drive every interaction. About the Episode: Contact centers are undergoing a seismic shift. Customers demand faster, smarter, and more personalized service. Leaders are racing to align technology, teams, and strategy — often all at once. So how do you lead when everything is changing… right now? In this episode of the Etech Leadership Table & CX Podcast, we dive deep into “The Now” of contact centers with industry leader Kate Brouse and Melissa Wood. This conversation goes beyond buzzwords — it’s a masterclass on realigning your contact center strategy for today’s expectations. Why You Should Watch: ✅ Close the Experience Gap Learn why even “good enough” customer service isn’t enough anymore — and how AI can help bridge the gap. ✅ Align AI with Human Strategy Discover the practical steps to ensure your AI initiatives are truly customer-centric, not just tech trends. ✅ Clean Data = Clear Strategy Why your future with AI depends not just on tools, but on trustworthy, clean data — and how to get it. ✅ Lead for What’s Next Find out the top skills every contact center leader needs right now to navigate rapid transformation. What You’ll Hear: How to know if your AI initiative in your contact center is worth fixing or shutting down Why AI should always be designed with the customer in mind — not just internal efficiency The biggest mistake leaders make when launching AI pilots in contact centers What most contact centers are missing when it comes to data readiness How to balance short-term fixes with long-term transformation Meet the Experts: Kate Brouse : Brand Ambassador of CX, Outsource Consultants Melissa Wood : Dean of Leadership Development, Etech Watch Now: The Now of Contact Centers Whether you’re a CX leader, data strategist, or contact center executive, this episode gives you the clarity and roadmap to lead with confidence — in the now, and into what’s next. Tune in now to future-proof your Contact Center.

The Future of Customer Success: What’s Next?

It’s not just about retaining customers anymore — it’s about redefining success itself. Customer success has entered a new era — one shaped by AI, rising expectations, and shrinking patience. Today’s CX leaders face mounting pressure to boost retention, increase renewals, and prove impact — with fewer resources and higher accountability. So what’s the future of customer success? And how can leaders stay ahead of what’s coming next? About the Episode: In this episode of the Etech Leadership Table & CX Podcast, customer success expert Aaron Thompson joins Manu Dwievedi for a real talk on how customer experience and success teams can stop chasing churn — and start owning the revenue conversation. This conversation isn’t just thought-provoking — it’s actionable, eye-opening, and built for every leader serious about turning customer experience into a measurable growth engine. Why You Should Watch: ✅ Stop Churn Before It Starts Understand why the seeds of churn are planted early — and how onboarding, alignment, and product truth-telling can turn it around. ✅ CSQL: The Game-Changer Metric Learn how tracking Customer Success Qualified Leads (CSQLs) can give your CS/CX teams a real seat at the revenue table. ✅ Beyond “Check-the-Box AI” Discover why AI alone won’t save you — unless it’s backed by strategy, ownership, and education across your team. ✅ Retention Is the New Acquisition Why the second renewal matters most — and how to build loyalty that sticks. What You’ll Learn: Why 70% of churn isn’t caused by customer success teams (and what really is) The top 5 revenue streams every CS leader should track (hint: not just NRR) How to use AI to eliminate the mundane — and unlock more human impact Why cross-functional alignment is your secret weapon to sustainable CX success What leaders must do today to prepare their teams for tomorrow Meet the Experts: Manu Dwievedi – Senior Director – Etech Insights Aaron Thompson – Head of Growth and Business Development – Sturdy AI Watch Now: The Future of Customer Success Whether you lead Customer Success, CX, Sales, or Product — this episode will challenge your thinking, expand your toolkit, and help you move from reactive support to proactive success. 👉 Don’t just retain customers. Create advocates. Tune in now to future-proof your customer success strategy.

The Future of AI in Contact Centers: Balancing Technology and the Human Touch

Discover how AI is transforming customer service — not replacing people, but empowering them to deliver exceptional experiences. About the Episode: In today’s fast-moving CX world, AI is no longer a buzzword—it’s a reality. But the real question isn’t if AI belongs in contact centers. It’s how we can use it to create better human experiences. In this episode of the Etech Leadership Table and CX Podcast, Manu Dwievedi and Matthew Fishbein share expert insights into how AI is reshaping customer interactions. They explore how technologies like automation and predictive analytics can take over repetitive tasks, allowing agents to focus on what they do best — solving problems with empathy and building real relationships. This episode invites you to look beyond the hype and see how AI, when done right, becomes a powerful ally to both agents and leaders. Why You Should Watch: AI + Human Power: Discover how AI doesn’t replace people — it empowers them. Boost Agent Focus: Learn how automation helps reduce burnout and improve service quality. Customer-first Innovation: See how predictive tools personalize service and anticipate needs. Real Stories, Real Impact: Hear how real teams are using AI to work smarter and care deeper. Skills for the Future: Get a peek into the future-ready mindset of tomorrow’s CX teams. Key Takeaways: Why AI is a tool — not a threat — for contact center teams How to combine data-driven speed with emotional intelligence The must-have skills for AI-empowered agents Why trust, empathy, and adaptability are still your CX superpowers Meet the Experts: Manu Dwievedi – Senior Director – Etech Insights Matthew Fishbein – Director of Learning and Development, Cox Automotive Inc. This is a must-watch for anyone leading, managing, or working in a contact center today.

The detour – Attrition to Retention

Your agent is your entire company, your brand to that one customer that they are talking to. As we are increasing the data utilization in the CX space, we really need to up our focus on Agent Experience that is going to deliver defined positive customer experience.

How to uncover actionable insights from customer interactions

Microsoft estimates that 90% of all Americans consider customer service to be a discerning factor in which companies they choose to engage with.

What are the Best Customer Experience Trends Your Brand Needs to Watch for in 2021?

We have already passed the first quarter of 2021 and if your brand has not yet started preparing for your customers’ changing expectations in the New Year, you are missing the boat!

Why is Effective Quality Monitoring the Secret to Improve Your Brand’s Customer Experience?

Call quality monitoring is the key to understanding customer experience and is also the most crucial element in identifying trends in customer expectations. While this may have always been an underlying goal of most call quality monitoring, accurately measuring customer experience has been quite challenging. If we look back to the past, we will see that the early call monitoring efforts focused on improving call quality through improved team members’ consistency and call handling. But that only helped companies develop call quality criteria which measured compliance with internal processes and policies, not necessarily translating to a better customer experience.

Why are Millennials choosing Live Messaging over Traditional Communication Channels?

Generation Y, also known as Millennials, are unique, in every sense. Being a part of the industrial revolution, this generation has witnessed the transformation from letters to emails, telephones to smartphones, computers to laptops, radios to smart TVs, and so on. As they have grown in a digital and socially networked world, millennials are quite accustomed to technology compared to the older generations. According to Forbes, they are the biggest spenders and cover the most significant consumer demographics in the world.

How to Become a Preferred Brand of Choice for Customers?

Expecting the best customer service is not just the right of customers, but a necessity. With buyer preferences constantly changing and evolving, contact center quality monitoring is not only a goal to be achieved but rather a continuous journey of optimization. As a result, organizations must always fine-tune their quality monitoring parameters to ensure that they stay effective.

What does the Future of Live Chat Have to Unfold?

What defines effortless customer experience in today’s business environment is a comprehensive 24/7 support system by brands to help their customer base. Though in the past, businesses used to depend on phone calls and emails to answer questions that their customers had, today’s organizations are ready with instant answers to customer questions all the time, and the best way companies are providing this is via live chat support. Over time, live chat has become a primary choice for businesses to solve customer problems quickly and efficiently. It has also evolved along the way, adding several attractive features that have remarkably boosted the customer experience delivered by brands worldwide.

What are Some Effective Ways to Empower and Improve Contact Center Performance?

Contact centers continue to evolve as an integral component of the telecommunications, insurance, e-commerce, and banking sectors. To reach your company goals, it is important that team members stay motivated and empowered. Effective coaching of call center agents can translate to a direct increase in sales and help improve the overall customer experience. But what are effective ways to make sure team members are empowered? How can you provide feedback that fuels change?

How did Omnichannel Customer Experience Evolve in 2020?

In the past few years, omnichannel customer experience (CX) has quickly evolved as a core part of CX. Brands that design and deliver an omnichannel customer experience have better opportunities to attain and leverage their CX insights. Those businesses have been recognized for achieving higher customer retention rates compared to companies that do not offer omnichannel options for their customers.

Why is Contact Center Quality Monitoring Crucial for Your Business?

When it comes to contact center quality assurance, there are several reasons you should implement a strategy and stop just checking boxes. The 9 reasons we will discuss below will help your team provide exceptional service for your customers and create a remarkable customer experience. 1. Know What’s Most Important One of the first advantages associated with contact center quality monitoring is that your team will know precisely what is essential. Define the key performance indicators that matter to you and that your customers. By seeing these indicators, they will know where they need to focus even more of their attention to increase customer Experience. 2. Recognize Negative Behavior If your team is engaging in negative behavior with customers it will reflect poorly on your business as a whole. By going through the process of a true quality assurance plan, you will be able to highlight these negative behaviors as soon as they occur, and you will then be able to correct them. 3. Maintain Regulatory Compliance There are several regulatory concerns when it comes to contact centers, data security, customer privacy, and more. By employing methods of quality monitoring, you can recognize potential regulatory concerns before they become serious. This will allow you to correct the problem before it results in a breach of security or fines from the regulatory body. 4. Highlight Positive Behavior Through monitoring, you can learn how team members are interacting with customers in positive behaviors as well. This enables you to highlight those behaviors and provide feedback and encouragement to the entire team. 5. Provide Better Feedback Coaching sessions with team members are essential to be able to retain people. Retaining the team is far more efficient than hiring new people, which means you will have to provide constant feedback to help the teams improve their positive behaviors and resolve the negative ones. Through quality monitoring, you can observe the behaviors that each of your team members are participating in and provide specific feedback on the behaviors that will directly improve the customer experience. 6. Track Employee Improvement Through the process of continuous monitoring, you will be able to evaluate the behavior of a particular team member over time. This means you will be able to consider how they interacted with customers on Day 1, versus their customer interactions on Day 20, Day 50, and Day 100. This will allow you to clearly see where each of your team members is improving and where they still need training. Developing an action plan and using this type of information will provide you the ability to retain your team more easily. 7. Speed Up Training and Promotion By monitoring call center performance, you will be able to pinpoint the positive behaviors that you want to see repeated in all of your team members. Then you can easily showcase these behaviors to the rest of your team, including new hires. As a result, you will be able to speed up the training process by starting new hires off with the skills you want them to possess rather than having a steep learning curve along the way. 8. Improve Your Team Environment When team members feel that they don’t know what you expect from them or what you want, it can cause them to feel overwhelmed. Team members who understand what is expected of them, even if that expectation is out of their reach at that time, are more likely to feel content, happy, and satisfied at work, and deliver their best performance. And if they know what is expected of them, then they know what goals they need to work toward. 9. Improve Customer Experience Finally, you will be able to improve the overall experience of your customers through the process of call monitoring. By ensuring that your customers’ voices are heard and that your team members are responding to calls in a way that fits the needs of the business, you will improve the experience your customers have when they interact with you. This will, in turn, foster a relationship with your customers and encourage them to continue using your services because they know that you will provide them with the help they need when they need it. By maintaining quality and monitoring contact center performance, you can improve how your team interacts with customers. It also makes it possible to ensure you retain customers. But first, you need someone who can help you do it. That’s where Etech Global Services comes in. At Etech, we know the market, including the changing landscape of customer experience. With over 20 years of experience, we can take care of your quality monitoring needs. All you need to do is visit our website to find out more. This blog was earlier published on LinkedIn.

FCR: Define It, Then Measure It

Start with the letters Start with C before F and R. C has changed the most over time. F is usually accepted as First but with some caveats. R, or Resolution, is the simplest and most binary to define and measure. Years ago, life when business was simpler, defining FCR was simpler. It was quickly defined as First Call Resolution. That was it. Did your phone representative resolve the Customer’s issue It was resolved for the Customer during the call without transferring them to someone else or having to follow up later. One call to solve it all. Business gradually became more complex and often required transfers to supervisors for take overs or other departments because agents became specialized within their organization. First Call Resolution sometimes became more difficult to measure as well, after all, the Customer only made one phone call and even though they had to talk to more than one person their issue was still resolved with that one event. Now, with the internet Customers can connect with businesses in many ways be it email, chat, social media, and even still by phone or fax. These channels are sometimes not even in real-time but have moved into the world of asynchronous conversations. FCR has evolved with it with the C often changing to Contact or Conversation depending on the channel being evaluated because sometimes it’s just not mechanically possible to answer something with the first response to a Tweet or Facebook message. We have yet to imagine what the future holds for communication and that will continue to evolve C. C has been defined (Call, Chat, Contact, Conversation) for what works best for you. Next, we define F and R. R is generally accepted as resolution and is a pretty simple binary measurement. For an interaction, if your agent resolved the issue without transferring it, they get the check. If they didn’t, no check. You can add this into your workflow to get confirmation from the Customer during the interaction. R can become more complex if you add a measure of correctness to the resolution during a quality review but doesn’t have to. F, or first, should also be simple to measure. Was this the first time the Customer contacted you about the issue, and was the interaction transferred? In the simplest iteration of F, we only consider the interaction being monitored, we discard future or past calls from the Customer regarding the same issue, and we also don’t consider if the Customer reached out across multiple channels. Define the point of view measured There are two views to consider when measuring FCR; the Customer side and the internal side. A Customer may not be concerned with being transferred several times within a call since to them it’s still one call. It is also generally understood that channels like social media may need more than one interaction in a chain, so C lends itself to Conversation instead of Contact. This doesn’t mean their level of effort doesn’t go up with each transfer or message but that is not what we are directly measuring with FCR even if it the former is impacted by the latter. On the other side, FCR has an impact on your business’s bottom line. FCR means you typically had to pay one agent to resolve an issue with the Customer without having to have a first-level agent do some probing then escalate the issue to a specialist to resolve or a supervisor to deescalate unhappiness. Additionally, a high rate of FCR can reduce the number of contacts your agents have to support because Customers only must call once. FCR can also give you insights to the complexity of your business or your service recovery process. If your agents must transfer to someone else, you can begin to look at training opportunities for agents or create a better self-help interface for your customers. You might even be able to use the insights to iterate your product itself based on the intelligence you gather. All too often businesses don’t or can’t leverage their contact centers in this way, but the best ones find a way to do just that. How do you measure FCR? Now that we have some good definitions for FCR and which side of the conversation is being considered for measurement, how do we do it? With simple definitions FCR is a checkbox measurement: Was this the first call from the Customer, did the agent resolve the issue without transferring? We can add time variables and accuracy of the resolution if we want to get a more robust measure for FCR success. What if the Customer calls back in 24 hours about the same issue? How about 36 hours? 48? What if your agent gave the Customer the wrong resolution but it seemed right in the moment? Let’s start with a simple example, a Customer calls about a balance inquiry for their account. Did your agent give your Customer the correct answer they needed at the time during the first call without transferring? If yes to both, get the check. It doesn’t matter if the Customer calls back to ask the same thing because the interaction is transactional. Simple and clean. Here’s an example of how complex FCR can get if you don’t take the time to get clear definitions. It has been decided that FCR is measured by the agent confirming resolution during the call with the Customer and the time chosen is 24 hours. Your Customer calls in to get a password reset. They called the right department from your phone tree and your agent was able to help them. The agent confirmed that verbally with the Customer. The call checks the box for FCR if the Customer does not call back within the next 24 hours. Except the Customer calls back a few hours later because they locked themselves out again. The password gets reset and resolution confirmed. The second call gets the FCR check, but the first

Go Beyond Net Promoter Score To Measure The Customer Experience Effectively

Forbes defines the Net Promoter Score (NPS) as an index used to determine how willing customers are to recommend a brand, product or service. Most brands rely on software developers, such as Zendesk, to create this poll. The answers create a popular metric used to evaluate the customer experience. Customers rank the probability of their recommendation on a scale of zero to 10. Companies then convert this into an index that ranges from -100 to 100. Not surprisingly, NPS has played a strong role in call center environments over the past two decades. Even so, managers now want more answers about what it measures, what its shortcomings are and more effective alternatives. What the Net Promoter Score Measures 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 identify the following: Detractors at scores zero to six Passives at scores seven to eight Promoters at scores nine and up Some companies further simplify the process by classing customers who give a score of eight and up as their promoters and seven below as their detractors. Whichever route a company takes, it helps to identify how satisfied a particular customer is. When companies convert the scores into the index range, they can see how well they rank against their competitors in satisfying customers Some business owners also use NPS to manage the customer experience and ensure satisfaction. They do this by following up in person and online shortly after interacting with customers. If the score provided is less than desirable, customer service representatives can then take action to rectify the situation. Shortcomings of Relying on the NPS Score A study by customer experience advisory firm Walker found that, by 2020, customer experience will become a bigger differentiating factor than the product or its price. When this happens, customers will have an even greater impact on what drives a business. Companies will then need to focus on improving this experience to earn loyal customers and their referrals. NPS does play a role in gauging and managing the customer experience. However, it barely scratches the surface. Here are some of the shortcomings that business owners identified over the years: It may encourage service staff to push customers to say they would refer the company rather than exhibit behaviors that would naturally make the customer do so without prompting. It fails to consider consumer demographics. Younger customers are more likely to refer a company than older customers. It may provide no explanation for why a customer would or would not recommend the company. Effective Ways To Measure Customer Experience Some managers believe that it is time to retire NPS altogether. Others believe that supplementing it with other effective measures may enhance the data it provides. Whichever metrics you choose, the important thing is to start with a strategy. Managers often collect data for the sake of collecting it. They then rely on the most popular metrics to measure their own company performance. A much better approach is to start with a strategy. Consider the company’s mission, vision and goals. Then, choose the metrics that align most closely with goals, while also evaluating the customer experience. It is also important to focus on that experience. Too often, businesses begin and end their strategies from their own perspective. To create a better experience, businesses have to first understand the current experience. What is it like to use your own product or service? What is it like to speak with team members at the contact center? Do customers enjoy using your website or app? These are essential to understanding how customers experience your brand and what metrics you should monitor to help you improve it. The following are some of the metrics you should consider First-Contact Resolution: As a well-known metric at contact centers, this determines the likelihood of a customer resolving their issue the first time they reach out to a company. Customers who get rerouted to multiple team members or who have to call back after realizing that the issue has persisted are more likely to become frustrated. To calculate this, divide the number of incidents resolved on the first try by the total number of incidents. The higher the FCR, the higher the customer satisfaction. Average Resolution Time: This is another popular measure of the customer experience for call center managers. As the name implies, it determines the average time it takes for team members to resolve issues that customers may call, email or open a chat to rectify. The longer the resolution times, the more frustrated customers become. However, keep in mind that some industries naturally have longer resolution times than others, so it’s important to compare apples to apples when looking up competitors. Customer Churn Rate: According to an eBook published by CX Network, the customer churn rate identifies how many customers unsubscribed from your service or stopped buying your products during a specific period of time. Managers calculate this by dividing total customers lost at the end of that time period by the number of customers the company had at the start. Remember not to include new sales in the calculation Cart Abandonment Rate: If customers feel that you ask for too much information or you don’t provide the payment methods they prefer, they may jump ship. Hidden shipping fees and taxes may also turn some people away. Cart abandonment is a strong indicator that something is unfavorable in the customer experience. Forbes recommends creating new strategies to make both the website and mobile experience more user-friendly. Social Listening: This is an often overlooked metric. As it is qualitative, it requires more interpersonal skills than analytics. It monitors what people say about your brand, product or service on social media. This often includes information customers may not share directly with the brand itself. Companies then have the opportunity to jump in and rectify the situation before it escalates.

4 Golden Contact Center Quality Monitoring Trends of All Time

When we speak to contact centers about what’s happening in their organizations, Quality Monitoring (QM) and Quality Assurance (QA) are the two challenges that they often mention. Although you can find there are several effective strategies of quality monitoring available on the internet, not everything makes sense. Instead, there are some ideal ideas and trends that are based on solid principles and drive great results. Being into the contact center business for more than a decade now, we, at Etech, believe that the below golden trends for contact center quality monitoring have helped us deliver effortless customer experience over the years. Dissection of interactions To break down a interactions into different parts and grade these respectively is a smart tactic rather than reviewing and scoring a interactions as a whole. Here’s the idea – You need to start with the standard welcome or greeting. Examine how a specific agent is delivering how most of the customers respond to it. Also, look for whether this approach has the desired effect. Next, you should assess product knowledge. Are the agents prepared to face the customers irrespective of whether it’s an order, a complaint, or a question? Do the agents put the interactions on hold to acquire the required information? Are they following the script? Are the agents speaking with a tone of courtesy and support? Does the agent have developed skills specific to the type of interaction? Lastly, you should review the closing of the interactions while examining what sort of the last impression the agents made on behalf of his/her company. This strategy might be a basic one, but many contact centers don’t practice dissecting the interactions into sections and, in turn, fail to 100% monitor the actual quality of the interactions. It’s worthwhile to note that a solid send-off reduces repeat contacts and improves first contact resolution. Feedback is a Gift Whether your contact center determines the quality performance based on internal scoring and KPIs, accumulated data, or solely on satisfaction measurements like NPS, CSAT, one impacts the other. In the end, the only thing that matters is the customers opinion and assessment of how they have been treated. Many times there is a disconnect in what managers think is the most crucial factor and what customers truly care about. Have the courage to let customers define quality of your contact center’s quality management program based on a frictionless and positive customer experience. Use of Speech Analytics In the contact center industry, it fields approximately more than 50 million interactions every day. Hence, even if they are all being recorded, is it possible to monitor all of them? Quite Impossible! Isn’t it? Here, the Speech Analytics comes into the picture. This technology helps generate automated alerts triggered by voice data. While being alerted to these interactions in real-time, managers can react in time to impact their outcome. It defines the difference between keeping and losing a customer. Additionally, with speech analytics being integrated into a interactions recording solution, it’s easy for contact centers to link customer feedback with specific customer interactions. Hence, you will not end up working from a random sampling. Instead, you will work with a subset of interactions that have been flagged as crucial because of the keywords or phrases that customers have used. AI powered speech analytics takes all the unstructured, valuable data in your interactions and makes it easy to organize, analyze and act upon. Analytics also helps deliver better marketing intelligence in diverse areas at a lower price than the traditional methods. It further impacts the contact center compliance with data protection regulations. Thus, if there is one trend in contact center quality monitoring that will remain consistently useful for years, it is nothing but the speech analytics. The critical business intelligence that speech analytics generates can amplify both agent performance and customer experience. The Importance of Kaizen Mindset The Kaizen Mindset is a business consulting practice that says prioritizing the quality part of any process in everything a company does and making little changes over time can eventually add up to the significant organizational improvement. It requires every employee to identify what are the areas of concern, identify the reasons behind the issues, develop, communicate and implement countermeasure strategies, and examine the results, to achieve success. When it’s followed right, the Kaizen Mindset can make a real difference irrespective of whether it’s an auto manufacturing plant or the quality management department of a contact center. With this strategy, you can embed quality through small incremental improvements in the interaction monitoring approaches, and it will finally help you achieve fantastic results. We, at Etech Global Services, believe that technology is just an enabler; it is the humans that create a remarkable difference. Our quality management department, i.e., Etech Insights, follows the above strategies and team up Artificial Intelligence with Human Intelligence so that they can listen to the customers, identify and analyze the unstructured data, generate actionable insights, improve the processes, and predict better approaches to make the most out of the customer insights. If you strive to implement the best of contact center quality monitoring, contact us today.

How does Human Resources Impact Customer Experience?

When customer experience is delivered right, brands can increase their revenue remarkably, simultaneously creating happier customers who enjoy using their products and services. All the big brands worldwide continuously strive to make things easier for their customers and provide excellent customer service. Those who are truly able to do that, their customers return to them again and again and even become their brand advocates. So, organizations must know how to get the customer experience right in this on-demand, fast, and digital world where we live today. Also, it’s a common belief that the secret to a great customer experience lies in employee performance and operational excellence. However, the department of Human Resources is often overlooked, but it plays a primary role to take an organization’s customer experience to the next level. How? Read on Impact on Employees’ Attitude The attitude of your people who face customers is vital for your brand to deliver an excellent customer experience. At the strategic level, the culture of your organization tends to be a huge factor in developing a positive attitude among employees. The attitude towards customers is also impacted by the personality and professionalism of the individual. So it’s clear that the Human Resources department should be on board with the customer experience strategy of your organization. It will help if you keep in mind that when hiring, the right competencies of the candidates are adequately screened. Making People Knowledgeable Your customer-facing employees must have expertise in product and industry knowledge. Here, the HR department can play a significant role again as their relevant training programs can bring new employees up to the desired level and also keep the experienced employees updated on recent developments in the industry. An effectively managed CRM strategy that has HR as an integral part, can also be helpful concerning the prospect and customer knowledge. Fostering Employees’ Skills The HR department of organizations can provide state-of-the-art sales and product training. It can help empower the company’s frontline employees to develop the skill of listening, which gives them the ability to put their customers’ needs before their own. Listening is a mission-critical skill that directly impacts the degree to which your organization is customer-focused. A Constant Support for Employees Just like the operating systems like Linux and Windows are not often highlighted since they operate behind the scenes, your employees also need support from other departments that are not always obvious to the customers. For example, the way that the Finance department supports car dealers or how personal trainers support athletes. Here, the organizational culture comes into the picture; a collaborative culture at the corporate level can help deliver effortless customer experience. Similarly, the HR department can empower employees to create an environment so that they can deliver effortless customer experience all of the time. It will truly help the company to emerge as a customer-centric one. Recognition of Customer-Focused Employees Recognizing positive behaviors and achievements of the employees is one of the great ways to boost the internal culture of an organization, driving people to become more customer-oriented. Employee recognition is a powerful motivator that can altogether turn around your organization’s customer experience efforts. Human Resources can play a vital role here to appreciate the employees who strive to improve the company’s customer experience. When they are recognized more, they eventually perform better. It has been observed that people who feel recognized find more purpose in their work. When the HR department engages employees in rewards and recognition events, employees feel directly tied to the organization’s success, remain motivated to perform even better, and never fail to deliver a memorable customer experience. Final Words It’s essential to stay committed. The more an organization’s HR department can drive employee engagement, the stronger the impact it will have on the success of the customer experience strategy. At Etech, we continuously implement the best practices to keep our workforce engaged, and this has tremendously helped us to deliver an effortless customer experience for more than 20 years now!

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