How did Omnichannel Customer Experience Evolve in 2020?
Dec 15, 2020 Amit Kachhawa
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…
Learn More...Why is Contact Center Quality Monitoring Crucial for Your Business?
Nov 09, 2020 Jim Iyoob
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…
Learn More...The Art of the Possible with Speech Analytics: What to Consider When Architecting a Next Generation Technology Stack
Oct 16, 2020 Nimisha Varier
Previously, call centers had one main task: to respond to customer voice calls as efficiently as possible while maintaining a very low cost. Now, they…
Learn More...FCR: Define It, Then Measure It
Sep 06, 2020 Al Hopper
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…
Learn More...Go Beyond Net Promoter Score To Measure The Customer Experience Effectively
Aug 27, 2020 Jim Iyoob
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…
Learn More...How does Social Media Boost Customer Experience?
Aug 07, 2020 Amit Kachhawa
Those of us who are in leadership understand how important the customer experience is and the potential ripple effect that can take place due to…
Learn More...4 Golden Contact Center Quality Monitoring Trends of All Time
Jul 31, 2020 Shawndra Tobias
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…
Learn More...Customer Contact Week At Home, 2020
Jul 21, 2020 Admin Etech
Etech is excited to meet you all at our virtual booth, August 26th -27th, 1:00-2:30 pm and 3:15-4:15 pm CST. You can schedule a live…
Learn More...Meet Etech Global Services at the Virtual Customer Contact Week from Home
Jul 13, 2020 Nimisha Varier
Nacogdoches, TX – July 13 2020 – Etech Global Services, a global leader in customer engagement solutions, gears up to participate in the largest customer…
Learn More...How does Human Resources Impact Customer Experience?
May 27, 2020 Veronica Chimney
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…
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