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

Perfecting Customer Experience

By: Special Guest    8/19/2019

Customer Experience is all the rage, but so much of it is focused on the initial stage of the customer journey. This front-loaded approach to CX virtu…

Read More

Why Gamification is a Game-Changer for Call Centers

By: Special Guest    8/16/2019

In this conversation with Nancy Jamison and Jim Noble, we learn a few of the things that help Noble stand out from the crowd with its gamification pla…

Read More

Online Gamblers Join the Virtual Reality Gaming Revolution

By: Special Guest    8/14/2019

Much in the same way Virtual Reality (VR) changed the recreational gaming industry, the adult gambling industry is poised to go through the same revol…

Read More

Edify Labs Revolutionizes the Contact Center

By: Rich Tehrani    8/12/2019

Edify Labs has taken the complexity of the contact center and smashed it with a rock, and then took the rock and broke apart the way we used to pay fo…

Read More

Contact Centers Excel in Times of Crisis, Driving New Innovations in Customer Experience

By: Special Guest    8/8/2019

Given the effectiveness of customer self-service, chatbots, and the growing field of Robotic Process Automation (RPA), live human support is becoming …

Read More