The detour – Attrition to Retention

Etech Podcast version-01 For Video

One of the biggest challenges contact centers are facing is agent attrition and the question is how to improve agent retention without affecting the CX. Your agent is your entire company, your brand to that one customer that they are talking to. As we are increasing the data utilization in the CX space, we really need to up our focus on Agent Experience that is going to deliver customer defined positive customer experience.

This highly knowledge infused session will help you explore how to create and leverage the power of Data Analytics to improve your relationship with customers and connect it with agent purpose. If implemented right, it boosts agent engagement, enhances productivity, and delivers better CX.

In this podcast gain more insights into how contact centers can learn patterns from agent performance, break down each and every customer interaction, and equip the agents to deliver remarkable CX.

Key Takeaways

  • What does the new customer experience landscape look like and what impact does agent experience has on it?
  • Insights into how AI-enabled Customer Analytics discovers high-impact Customer Insights and drives agent performance
  • How to utilize Customer Insights to define strategies that improve Training and Coaching and lower attrition rate
  • How to empower Agents and make their job as friction free as possible and help create positive AX and CX


Jim Iyoob – Chief Customer Officer, Etech Global Services

Melissa Wood – Dean of Global Leadership Development, Etech Global Services

Kaylene Eckels – Chief Operations Officer, Etech Global Services

Shawndra Tobias – Senior Director of Operations, Etech Global Services

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