Blog

How did Omnichannel Customer Experience Evolve in 2020?

Dec 15, 2020 Amit Kachhawa 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…

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Why is Contact Center Quality Monitoring Crucial for Your Business?

Nov 09, 2020 Jim Iyoob 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…

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The Art of the Possible with Speech Analytics: What to Consider When Architecting a Next Generation Technology Stack

Oct 16, 2020 Nimisha Varier The Art of the Possible with Speech Analytics: What to Consider When Architecting a Next Generation Technology Stack

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…

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FCR: Define It, Then Measure It

Sep 06, 2020 Al Hopper 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…

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Go Beyond Net Promoter Score To Measure The Customer Experience Effectively

Aug 27, 2020 Jim Iyoob 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…

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How does Social Media Boost Customer Experience?

Aug 07, 2020 Amit Kachhawa How does Social Media Boost Customer Experience?

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…

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4 Golden Contact Center Quality Monitoring Trends of All Time

Jul 31, 2020 Shawndra Tobias 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…

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Customer Contact Week At Home, 2020

Jul 21, 2020 Admin Etech Customer Contact Week At Home, 2020

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…

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Meet Etech Global Services at the Virtual Customer Contact Week from Home

Jul 13, 2020 Nimisha Varier Meet Etech Global Services at the Virtual Customer Contact Week from Home

Nacogdoches, TX – July 13 2020 – Etech Global Services, a global leader in customer engagement solutions, gears up to participate in the largest customer…

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How does Human Resources Impact Customer Experience?

May 27, 2020 Veronica Chimney 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…

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