Join Etech at Customer Contact Week (CCW) to gain access to the in-depth, actionable
insights your organization needs to stay ahead in the CX game,
June 19-22, 2023 in Las Vegas!
What you can expect from Etech at CCW 2023?
Deliver Effortless & Remarkable CX
With over 20 years of industry expertise, Etech understands the BPO space and how to provide our client’s customers with an engaging and effective contact center team. We've successfully managed over 125 million interactions across voice, chat, quality analytics, and other mediums. Get deeper insights into how Etech is creating improved customer experiences and shareholder value.
Unlock the potential of Data Analytics
Data analytics is a powerful tool for call centers to improve customer experience, productivity, and competitiveness. Get more insights into how Etech’s unique combination of call center domain expertise, innovative analytics and frictionless access to data sets us apart in terms of analytics and coaching for our customers.
Elevate the employee experience
As customer sentiments evolve, it's crucial to identify trending quality parameters, train agents, and optimize their performance for superior customer experiences. Additionally, it's important to remember that agents are the face of your company to each customer they interact with. Any friction for the agent will be felt by the customer. Uncover the secrets of delivering remarkable CX while maintaining a healthy employee experience.
Agenda
June 20, 9:00 AM - 10:30 AM PDT
WORKSHOP D:
5 WAYS PURPOSEFUL DATA CLOSES THE REVOLVING DOOR OF ATTRITION
In the current competitive Call Center industry space, every interaction matters. Etech is a pioneer in agent advocacy through our measurement of Agent Experience as a component of Customer Experience. We understand that anything that creates friction for the agent is felt by the customer, which is why Etech's approach to performance management focuses not only on reactive remediation and behavior mitigation but also proactive coaching during training for long term issues. We do this by using data driven diagnostics to understand where we struggle over time.
In this webinar, we will explore the impact of purposeful data on employee retention. With high attrition rates becoming a major concern for organizations across industries, it is crucial to understand how data can play a significant role in reducing turnover.
Our expert speakers will dive deep into the ways purposeful data can close the revolving door of attrition. They will provide insights into key metrics that can be used to develop effective retention strategies.
Join us to learn how your organization can leverage the power of data to create a more engaged and loyal workforce.
Key Takeaways:
- Understanding the impact of attrition on organizations and the need for effective retention strategies.
- Exploring five ways that purposeful data can be used to reduce turnover and improve employee engagement.
- Gaining insights into key metrics that can be used to track employee satisfaction, motivation, and productivity.
- Learning how to use data-driven insights to identify the root causes of attrition and develop targeted retention programs.
- Developing a roadmap for implementing purposeful data strategies in your organization to create a more loyal and engaged workforce.
Expo Hall - Networking
Etech - Booth: #519
Drop by our booth to meet Etech experts for a one-on-one conversation about how we're transforming the CX industry. We'll be showcasing live demos to give you a hands-on experience of our solutions. Plus, you'll have the opportunity to meet one of our satisfied customers and hear their success story.
Don't miss out on the chance to grab some great giveaways and exciting surprises at our booth!
Speakers
Jim Iyoob
Chief Customer Officer
Etech Global Services
Jim iyoob
Chief Customer Officer, Etech Global Services
Jim Iyoob is the Chief Customer Officer for Etech Global Services and has recently been awarded by Customer Contact Central with MVP awards. Jim has been featured in numerous publications including CIO Review, Contact Center Pipeline, and Connections Magazine. He has also been listed as one of the ‘Top 20 Influential People to Follow’ on Twitter by “Iwantitnow” and one of the “Top 25 Thoughts Leaders for 2023” by ICMI.
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Shawndra Tobias
VP, Customer Experience
Etech Global Services
Shawndra Tobias
VP, Customer Experience Etech Global Services
Shawndra has over 25 years contact center experience, of which a third has been spent in reporting and analytics. She received her professional certification in Data Science from The Johns Hopkins University, is a 3 Star IBM Recognized Data Expert, and is a certified business analyst. Shawndra has many achievements under her belt and was recently listed in the ICMI Top 25 CX Thought Leader and on the 'Women We Admire' Top 50 Women Leaders of Austin.
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Chris Basile
Executive Consultant
Chris Basile
Executive Consultant
Chris oversees revenue growth, successful onboarding, ongoing adoption, and the overall success and support of the customers. Chris brings over 20 years of experience with specialization in employee engagement, workforce optimization and leadership development. He holds a BA in Business Management from California Coast University.
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Chris Basile
VP Contact Center Operations
Phone.com
Lydia Clayton
Assistant Vice President – Cox Automotive
Lydia Clayton is a passionate advocate for problem-solving, innovation, and effective leadership and was recognized as the 2016 Woman Worth Watching for Cox Automotive, a distinguished award by Diversity Journal. She has extensive experience in technology, operations, marketing, sales, strategic planning, logistics, and has led teams in various sectors. As the leader of Cox Automotive's Contact Center and Center of Excellence, she focuses on improving client and employee experience through process optimization, platform modernization, and digital enablement. Lydia's background includes leadership roles in the Department of Defense, the private sector, and many enterprise ventures where she led as a change and transformation leader.
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