Etech Global Services
Bio
EtechGS provides BPO solutions specializing in inbound/outbound call center services, customer experience, and strategic insights. We leverage AI and human intelligence to streamline operations and drive business growth.
Stories (9)
Filter by community
10 Proven Ways to Boost Agent Productivity in Contact Centers
A contact center manager at a mid sized BPO operation noticed something troubling during her Monday morning review. Despite having a full team of 45 agents, her center’s average handle time had crept up by 12 seconds over the past quarter, and first call resolution rates had dipped below 70 percent. The numbers were not catastrophic, but they signaled a productivity problem that, left unaddressed, would erode both client satisfaction and margins.
By Etech Global Services5 days ago in Journal
5 Customer Experience Trends BPOs Can't Ignore
Customer expectations are evolving at an accelerated pace. In 2025, BPO operations face increasing pressure to deliver seamless, personalized, and proactive experiences while maintaining operational efficiency. Companies that adapt to current customer experience trends demonstrate measurable improvements in client retention, operational metrics, and profitability.
By Etech Global Services3 months ago in Journal
Omnichannel vs Multichannel in BPO: Which Strategy Delivers Better ROI for Contact Centers?
Picture this: it's peak season for online shopping, and your contact center agents are buried under a mountain of customer queries. Some come through the phone, others via email, live chat, or WhatsApp. Your team is hustling to keep up, but customers are frustrated—they repeat the same issue every time they switch channels.
By Etech Global Services3 months ago in Journal
How to Ensure Data Security in AI-Based Contact Centers
In the age of hyper-personalized service, AI-based contact centers are revolutionizing customer support—automating tasks, analyzing sentiment, and predicting behaviors. But with great power comes great responsibility, especially when it comes to data security.
By Etech Global Services5 months ago in 01
What Is Omnichannel Customer Support and Why It’s the Future
Imagine reaching out to a brand on Twitter, following up via email, and finally getting a call—without needing to repeat yourself once. That’s not just good service—it’s omnichannel support done right. In today’s fast-paced, multi-device world, customers expect seamless, connected experiences. It’s no longer enough to just “be available” on different channels—brands must truly integrate them. Let’s explore why omnichannel customer support isn’t just a trend—it’s the future of meaningful customer relationships.
By Etech Global Services6 months ago in 01
How to Reduce Average Handle Time (AHT) Without Hurting CX
Only a few seconds separate a memorable support call from a frustrating one. Average Handle Time (AHT)—the clock that runs from the first “hello” to the final wrap‑up—often decides which side of the line your contact center lands on. Yet chasing lower AHT for its own sake can backfire: agents rush, customers repeat themselves, and satisfaction tanks.
By Etech Global Services7 months ago in 01
Top 10 Call-Center KPIs Every Manager Should Track
It’s Monday morning, and your contact center is already humming. The queue monitor shows calls stacking up, chat widgets light up like a city skyline, and your Slack war room swells with escalations. You can practically feel the pressure on your team. But here’s the catch: long before you sink your second coffee, your customers have already decided whether you’re a hero or a hassle—and they’re doing it through the lens of data.
By Etech Global Services8 months ago in 01
Next-Generation Call Center Monitoring: Balancing Agent Performance with Employee Well-being
Call centers are vital connection points between companies and their customers. However, the traditional approach to call center management—heavily centered on metrics like call time and resolution rates—often harms agent well-being. The newest approaches to call center monitoring are finding better ways to balance performance goals with employee wellness, creating an environment where both can thrive simultaneously rather than competing with one another.
By Etech Global Services10 months ago in 01
How AI is Transforming Customer Service: Beyond Chatbots
Artificial Intelligence is revolutionizing customer service in ways that go far beyond traditional chatbots. While AI-powered chat solutions have enhanced customer interactions, modern AI applications are transforming how businesses handle customer support, improving efficiency, personalization, and customer satisfaction. As organizations strive to meet evolving customer expectations, AI has become an indispensable tool in delivering exceptional service experiences.
By Etech Global Services11 months ago in 01
