customer

CustomerZone360 NEWS

CustomerZone360 Home

Etech Helps Customers Take Action, Better Address Quality

By Paula Bernier June 30, 2016

There’s a lot of talk about big data these days. But data doesn’t amount to a hill of beans if you don’t act on it. That’s why Etech Global Services goes the extra mile and takes data from voice of the customer initiatives and sentiment analysis and leverages it to make recommendations to brands.

                   

It is enabling that through a new software-as-a-service solution called Qevalpro.com, which Etech Global Services announced this week at the Call Center Week event.

Etech Global Services, a 17-year-old company that specializes in inbound and outbound voice and live chat, at Call Center Week also held a Quality Metrics workshop.

Jim Iyoob, executive vice president of customer experience operational excellence at Etech Global Services, said that everybody looks at quality like a checkbox, but that’s not what it’s about. Typically quality programs, he added, are focused on what agents do wrong. However, Etech Global Services instead looks at voice of the customer sentiment and works to understand not only how it can coach agents (and to do that in a positive way), but also how to reduce the effort required on behalf of the customer. In fact, one of Etech’s big retail clients out of California dropped its number scores for agents, and now instead uses words – so the goal for agents is to earn a master classification.

In other recent news from Etech, the company in late May announced new ICE Chat features. That included the introduction of SANDRA, which stands for Secure Automation Desktop Remote Assistant. SANDRA accesses a knowledgebase and can suggest to agents what they should do in various scenarios. SANDRA can also be used to address customer inquiries directly. And, Iyoob added, Etech is one of just two companies that can accept secure credit card information in a chat.




Edited by Alicia Young

Executive Editor, TMC

SHARE THIS ARTICLE
Related Articles

CUSTOMER Magazine Announces Winners of the 2019 CRM Excellence Award

By: TMCnet News    6/20/2019

TMC announced the winners of its 20th Anniversary CRM Excellence Award.

Read More

Constant Contact Leverages Glance Networks' Visual Engagement to Transform Service Centers into a Revenue Centers

By: Erik Linask    6/18/2019

Constant Contact increased its contact center efficiency, productivity, customer satisfaction, and revenue thanks to Glance Networks solution.

Read More

Trends that will Improve the Customer Service Experience in 2020

By: Special Guest    6/12/2019

Customer service has long been a necessary factor in a company's success. With a growing number of in-person and e-commerce businesses entering variou…

Read More

Will the Right Combination of Platforms and People Drive the Next Generation of Customer Service?

By: Shrey Fadia    6/11/2019

Recently hired Genesys CEO Tony Bates comes to Denver this week for Xperience19, bringing together thousands of customers, partners and contact center…

Read More

Blending High Tech and High Touch, New CX BPO Launched at Genesys Xperience 19

By: Special Guest    6/11/2019

Even as companies in the contact center and "CX" industry continue to push self-service, chatbots, social messaging apps and "automation" that enable …

Read More