Managing Customer Experience in a Digital World

April 11, 2012 Matt Rocco

The time of year has approached us once again. At the end of this month, Etech will be heading to Hollywood, Florida for the 2012 American Teleservices Association (ATA) National Convention & Expo. “Managing Customer Experience in a Digital World” is this year’s theme. This year they have designed a practical “How-to” convention with quantifiable, step-by-step solutions for today’s new customer communication challenges and strategies to keep your team ahead of the game in the future.

The convention will be held April 29th – May 2nd at the Westin Diplomat Resort in Hollywood, Florida. The ATA has a strong line up of keynote speakers and presenters with relevant, timely topics. Etech is excited to announce that our very own Jim Iyoob will be speaking again this year. Jim will share his thoughts on proactive chat. He will share industry insights and his expertise on how chat can turn around customer relationships and increase revenue. He will also share some best practices for implementing a web chat strategy. You can hear him speak at the ATA Convention and Expo 2012 at the Westin Diplomat Resort, on May 1, 2012.

There will also be some exciting news shared by the ATA at this year’s convention about how the ATA is responding to the explosion of changing consumer demands. Change is here for the ATA and this event will be historic for the continuing evolution of the association. I look forward to seeing you there!

Matt Rocco

Matt Rocco is the President/CEO for Etech Global Services. Matt is a 38-year veteran of the BPO industry. He has held key leadership positions within Dun & Bradstreet, The Berry Company, and Etech Global Services. In the past 38 years, he has spent time in every facet of call center operations and outsourcing processes. Matt has been an avid speaker at many industry events and was featured in the articles of various renowned periodicals including The Wall Street Journal, Contact Center World, Call Center Magazine, Call Center Times and others.