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.

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

Are You Coachable?

Even Michael Jordan had a coach, coaching your team is important if you want to drive continuous improvement. Effective coaching is a two-way street, where the coach offers to guide the individual and that person must cooperate and follow through. Essentially, the Coach helps the Coachee to come up with . . . Read more

Vital Business Reputation Management Tactics

Business reputation is an overall estimation of your character held by all stakeholders. It is a matter of perception. In the past it was purely a function of the public relations department, but with the rise of World Wide Web everything has changed. Business reputation is now as much about . . . Read more

4 Tips on Creating a Great Work Culture

The success or failure of any organization depends on the efforts of your team. As a leader you are charged with the responsibility of directing and motivating your team to deliver. The economic times have really changed leading to higher attrition rates. A major challenge becomes how to maintain and . . . Read more

Using Twitter for Customer Care

Customer service takes place through multi-channel solutions i.e. telephone, e-mail, social media, chat, and in person. In the minds of a consumer, customer service is a pretty simple and straight forward process; to make contact and be helped quickly and efficiently. When it stretches beyond that, the company starts to . . . Read more

Benefits of Online Chat

As consumer preference for using online chat continues to grow, so, too, are the numbers of contact centers that are adding it to their channel mix. Industry research has predicted substantial growth in the number of contact centers adopting online chat over the next 12 to 24 months .And our . . . Read more