Author Bio

Shawndra Tobias
Shawndra Tobias is Etech’s VP of Customer Experience. She has been with Etech since 2000 and has served in various roles including OSS Reporting Specialist, Account Leader, Project Manager and Sr. Director of Operations. In her current role, she determines operational strategies by collection, cleaning and analysis of interaction data that assists clients in delivering an optimized customer experience and enhanced performance.

Blogs of Shawndra Tobias

The AX/CX Synergy: Emphasis on Agent Experience Subset in Customer Experience

By |December 27, 2022|

Agent and customer experience are strongly correlated, as agent distress directly impacts customers, resulting in poor active listening, high hold time/high AHT, or transactional discrepancies that lead to cancellations.

What are the 3 Contact Center Quality Monitoring Mistakes That Are Causing Problems For Your Team Members?

By |December 29, 2020|

Having a contact center quality assurance (QA) program is crucial if your business is scaling fast and wants to continue to deliver a consistent, remarkable customer experience. If not set up correctly, your planned quality monitoring program can end up backfiring. Simply having a contact center quality assurance program is not enough. You need to begin your program with the expectations of your team members who work in the frontline. If you see that they are not able to deliver great results, they most likely are having issues and push backs that you might not be aware they are experiencing. So, the first step you need to take if your quality assurance program is not on track is to identify areas for improvement.

Go to Top