CX Architecture: How to Use Insights to Design
a Remarkable Experience

Workshop: August 11, 2020

JIM IYOOB

Chief Customer Officer,
Etech Global Services​

Shawndra Tobias

Asst. Vice President, Customer Experience,
Etech Global Services​

Erica Kelly

Director Strategy and Ops
Verizon

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Key Highlights/Takeaways:

  • Why organizations should focus on agent performance for a better CX
  • How agent performance impacts overall contact center performance and CX
  • How to Leverage Speech Analytics to enhance CX
  • How to use predictive analytics in AI to predict a better CX
  • How to get Surgical in training and developing your agents
  • How to use real-time performance insights to build out chatbots to be

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