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

Keeping Frontline Fast-Food Workers Connected and Supported

By: Matthew Vulpis    6/22/2022

Employees who are engaged are more likely to improve customer relationships, with a resulting 20 percent increase in sales.

Read More

At the Intersection of AI and CX, Unified Office Introduces Next Generation Sentiment Analysis Solution

By: Matthew Vulpis    6/21/2022

Summary: Unified Office , Inc. announced at ITExpo its next-generation sentiment analysis offering. Unified Office has greatly enhanced its Total Conn…

Read More

Phonexa Offers Benefits Through Revamped Partnership Program

By: Greg Tavarez    6/14/2022

Phonexa announced the launch of its revamped Partnership Program to help clients accelerate revenue growth opportunities and marketing through technol…

Read More

Pro and Contra of Using AI for Customer Support in Online Casinos

By: Contributing Writer    6/6/2022

The spread of the use of artificial intelligence in various services puts a choice for many businessmen whether to switch to AI for customer support s…

Read More

ConneXio Aims to Unseat CX Legacy Companies with Launch of ConneXio Cloud

By: Tracey E. Schelmetic    6/2/2022

ConneXio is leveraging AI, voice recognition, web3 and blockchain technologies, among others, looking to unseat some of the contact center industry's …

Read More