Etech Global Services 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. Understanding and measuring customer experience has become a key […]
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. Most organizations are still dependent on experience-based decision-making, with executives having decades of functional & domain expertise. However, experience […]
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 […]
Emerging technology is disrupting many business processes. With the arrival of Industry 4.0, call centers are not only responsible for responding to customers on calls, but also on live chat, email and social media interactions. Different types of customer interactions require an innovative approach to call center quality monitoring. The quality assurance process in call […]
Speech Analytics is one of the most remarkable technologies in today’s marketplace. In the contact center industry, it plays a significant role to automate the process of analyzing a large amount of customer interaction data that helps identify patterns and take actions to improve agent performance This remarkable technology helps enlighten the call centers and […]
Discover how to improve customer experience and boost agent performance with our guide to the best call center quality monitoring practices.
