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Key Performance Indicators (KPIs) are essential for measuring and improving call center agents’ performance.

Call centers have come a long way from just merely being an answering service for customers a few decades back, to now

Customer Acquisition is critical for every business and without a steady inflow of customers, brands cannot grow and scale

Delivering positive customer service experiences at every touchpoint of the customer’s journey is vital to building a

Identifying customer sentiments has always been the priority for enterprises, as the majority of customers’ decisions are based on how they feel and think about a brand. Through this, brands can decide their business and market strategies and achieve a high customer satisfaction rate. When approached correctly, customer sentiment analysis provides ground-breaking results, making a remarkable difference in their customer’s experience.

Etech Global Services introduces an affiliate program initiative offering the opportunity for our users to become our partners. This offer is open for all products provided by Etech. Any user who wishes to become an ambassador by promoting the objectives and products of the company will receive a generous commission.

Etech Global Services introduces an affiliate program initiative offering the opportunity for our users to become our partners. This offer is open for all products provided by Etech. Any user who wishes to become an ambassador by promoting the objectives and products of the company will receive a generous commission.

Happy and satisfied customers are the base of every successful business. For the majority of businesses, repeat customers are an important factor that keeps them growing. Retaining customers is far better than acquiring new ones citing the time, energy, and resources to be spent. According to research, acquiring a new customer costs 5 times more than retaining the existing ones.

Customer experience is the golden thread connecting all interactions between your brand and your customers. The way you treat your customer ultimately determines whether they will become loyal to your brand. The more they are treated well, the more likely they will come back to you.

Every function within an organization generates a lake full of data. It’s now up to organizations to decide whether this data will flow freely, irrigate critical decisions made by the organization, or just stagnantly sit idle.

From manually listening to a handful of calls, to real-time monitoring 100% of customer interactions, call center quality assurance has come a long way. Rather than just being a function of listening to customer calls and rating agent behavior, contact center quality monitoring has expanded into becoming a strategic function which empowers customer service departments with actionable insights for improving customer experiences.