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Customer Contact Week Austin

  Enhancing Contact Center Quality with Speech-to-Text Analytics Tuesday, January 23 | 9:00-10:30 AM CT Revolutionize Your Contact Center with AI-Powered Speech Analytics. What if you could unlock a 360-degree view of the customer journey and use those insights to delight customers and empower agents? AI-driven speech analytics make it possible. Speech analytics leverage artificial …

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Customer Contact East: A Frost & Sullivan Executive MindXchange

Workshop From Data to Delight: How CARS Transformed VoC Data into Superior Customer Experiences   Data isn’t just information; it’s the driving force behind a paradigm shift in customer interactions. Learn firsthand from Charitable Adult Rides & Services (CARS), the actionable framework they employed to transform customer satisfaction, boost employee engagement, and elevate CX.  Key Takeaways:  …

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The 19th Annual Customer Contact East: Frost & Sullivan Executive MindXchange

If only there was a roadmap that empowers you to boost agent engagement, enhance productivity, and deliver better CX. It does exist! To utilize it you will need to master how to leverage data analytics to understand customer sentiment and connect agent purpose with improved tenure and positive customer experiences. Key Takeaways: – Ways to …

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Customer Contact Week – San Antonio

This interactive session will explore how to leverage data analytics to understand customer sentiment and connect agent purpose with improved tenure and positive customer experiences.        Engage in an open-discussion about how to create and leverage a Data Driven Culture.  You will learn how to use large-volume datasets to create impactful human experiences. Witness real-life examples, case studies, and testimonials that connect mission …

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From Resignation to Retention: The Power of Data Analytics

Is your organization’s turnover costing you? Lost opportunities, performance challenges, and increased costs, low morale can be just some of the negative impacts. Attrition is one of the biggest challenges in the contact center industry today. In the era of the “Great Resignation” and “Quiet Quitting” learn what you as a leader should do to retain and engage your talent.

Data Driven Humans: The Synergy of Culture & Data

Are you still making decisions based on single dimension information? Contact Centers across the world are embracing big data utilization, however, their ability to capture and collate omnichannel data to a single actionable point that can be used to make informed customer experience and agent engagement decisions is limited.

[Live Demo] How to Build ‘Trust’ Using Data Analytics?

Are you still making decisions based on single dimension information? Contact Centers across the world are embracing big data utilization, however, their ability to capture and collate omnichannel data to a single actionable point that can be used to make informed customer experience and agent engagement decisions is limited.

Customer Contact East: A Frost & Sullivan Executive MindXchange

Session: QM on Steroids! In this session we will explore the process of transforming your contact center from the traditional Quality Monitoring model to a fully automated solution that empowers your agents to deliver remarkable customer experience. Key Takeaways: Best practices on how to leverage the combination of human intelligence and artificial intelligence Insight on …

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Reshaping Customer & Agent Experience with Integrated Speech Analytics

Quality monitoring, when integrated with Human Intelligence and Artificial Intelligence, uncovers insights into your Customer Experience and Agent Experience like you have never seen before. In this webinar, you will learn how to harness these insights to empower your team members, delight your customers, and improve your KPI’s across the board. Get deeper insights into: Building …

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Reshaping Customer and Agent Experience with Integrated Speech Analytics

Join Etech’s team to discuss how quality monitoring, when integrated with Human Intelligence and Artificial Intelligence,  uncovers insights into your Customer Experience and Agent Experience like you have never seen before. Learn how to harness these insights to empower your team members, delight your customers, and improve your KPI’s across the board. Key Takeaways: How …

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Building the Future of Contact Center ‘Quality Monitoring’ with an Integrated Coaching Program

Key Takeaways Importance of AI+HI for improving contact center performance How to coach the modern contact center agent How to create a unified coaching approach How to overcome the challenges in adopting Speech Analytics technology Use cases and selecting the right technology partner Speakers: Jim Iyoob Chief Customer Officer Etech Global Services Rick Brit VP …

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Webinar: Creating A Culture Of Learning

A culture of learning is one in which employees continuously seek, share, and apply new knowledge and skills to improve individual and organizational performance. The importance of the pursuit and application of learning is expressed in organizational values and permeates all aspects of organizational life. With top-leaders from a variety of organizations across the globe, …

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CX: The Future of Training and Development for the Modern Agent is Here

Work from home has become the new normal. 90% of your workforce might be working from home currently and may continue in the future with the current circumstances. With this set-up, the biggest challenge that most of the contact centers are facing is team member productivity and low-performance issues. If these issues are not addressed, …

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The Art of the Possible with Speech Analytics: What to Consider When Architecting a Next Generation Technology Stack

Previously, call centers had one main task: to respond to customer voice calls as efficiently as possible while maintaining a very low cost. Now, they are charged with including new technology platforms which will accommodate greater customer demands, uphold revenue responsibilities, and anticipate changing business conditions within the customer base. In fact, Gartner reports 89% …

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