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

Improvement in Customer Quality Using AI

By: Special Guest    11/22/2019

Surely, most people have noticed by now how technology in total has changed our lives. Even if we don't notice it, it's there and it's made things eas…

Read More

Things to Consider Before Choosing a CRM Solution

By: Special Guest    11/20/2019

Maintaining a comprehensive set of data and insights about customers is a crucial thing to do in today's market. Businesses are turning to data-driven…

Read More

Managing Multiple Data Streams & Platforms In Contact Centers of the Future

By: Juhi Fadia    11/14/2019

One of the unintended consequences of digital transformation within large enterprises and service providers to those enterprises is massive and expone…

Read More

Turning Hold Times into Positive Customer Experiences

By: Erik Linask    11/13/2019

here's little more frustrating as a customer than having to wait on hold. What can businesses do to turn hold times into positive experiences for thei…

Read More

The Impact of Poor Customer Experience on Your Bottom Line

By: Erik Linask    11/13/2019

Customers are placing a premium on quality service, and will switch brands quickly after a poor experience. The good news is they are also willing to …

Read More