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

Showpad Aims to Bridge the Gap Between Sales & Marketing

By: Paula Bernier    2/23/2018

Sales enablement is a popular software product category these days. Aragon Research has estimated the U.S. sales engagement market is worth $780 milli…

Read More

Recipients of the 2018 CUSTOMER Products of the Year Award Announced

By: TMC    2/22/2018

TMC, a global, integrated media company helping clients build communities in print, in person and online, announced today the winners of the 2018 CUST…

Read More

Retail Disruptor Mavatar Participates in The Blockchain Event

By: Gerald Baldino    2/20/2018

Last Thursday, the cryptocurrency community gathered in Ft. Lauderdale for The Blockchain Event, a two-day conference collocated alongside ITEXPO desi…

Read More

Amadeus: Delivering an Exceptional Customer Experience

By: Special Guest    2/13/2018

The hospitality division of Amadeus delivers next generation business solutions based on open, cloud technology for hospitality organizations and offe…

Read More

A Sentimental Journey: Unified Office and Customer Sentiment Analysis at ITExpo

By: Cynthia S. Artin    2/13/2018

TCNIQ uses AI and data mining to detect and analyze sentiment and keywords in recorded phone calls.

Read More