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 March 2016

How Live Chat Support Can Transform Your Business

As the tide continues to shift toward e-commerce, more companies are looking for ways to replicate the types of services and customer benefits which exist naturally in brick-and-mortar stores. One of the greatest challenges remains the delivery of basic customer service itself, a cornerstone of any sales outlet. Email and . . . Read more

Top 5 Ways to Manage Online Customer Reviews

Online customer reviews and feedback strongly influence purchasing behavior. In fact, nearly half of consumers nationwide indicate that after reading a positive online review they are more likely to visit a business. That makes customer sites such as CitySearch, Google Places, and Yelp Internet repositories of user opinions on how . . . Read more