Jim Iyoob is Chief Customer Officer for Etech Global Services. Jim has 20+ years of contact center outsourcing experience in inbound, outbound, chat and social media operations, and is a respected speaker, author and subject-matter expert for call center solutions.

Archive for December 2015

Increasing Engagement on Social Media

Social media platforms offer the distinction that users can interact with content creators almost instantaneously. However, getting people to take advantage of the interactive potential of your social channel is one of the biggest challenges facing social media managers today. While there is no magic bullet that will bring excited . . . Read more

Increasing Conversion Rate Using Customer Engagement

Although e-commerce has revolutionized the way people shop, many successful online merchants continue to base their sales strategies on proven real-world techniques. Traditional brick-and-mortar tactics often translate well to the online retail market, which is one of the primary reasons that live chat software has become very commonplace. Just as . . . Read more

Live Chat: How Long Can You Keep Customers Waiting?

Online shoppers have proven time and again that they’re not the most patient group, and it’s tough to blame them. With so many alternatives just a click away, it’s crucial to ensure that your web site’s support tools are both accessible and responsive at all times. This ranges from e-mail . . . Read more