Event

Do you think Artificial Intelligence is a threat or an ally? What if we tell you that AI can be leveraged as a powerful force in driving revenue and creating remarkable customer experiences! We have some surprising data for you! Join us for a data backed insightful webinar where industry veterans are going to unravel the myths surrounding AI technology and reveal its tangible impact on enhancing customer interactions. From dispelling misconceptions to highlighting the pivotal role of change management, get ready to learn the strategies for seamlessly integrating AI into your organizational processes. We will dive deep into: Myth-Busting AI in CX: Unveiling the truth about AI technology and its real impact on customer experience. Change Management for Success: Strategies for effectively managing organizational change during AI adoption. Digital Transformation: Exploring the role of AI as a cornerstone in the broader digital transformation journey. Leadership Confidence: Building leadership buy-in and confidence for successful digital transformation initiatives. This webinar is going to help you to embark on the journey of AI-driven CX transformation with newfound clarity and confidence. Armed with myth-busting insights, change management strategies, and leadership confidence-building tips, you will be equipped to leverage AI as a powerful force in driving revenue. We look forward to meeting with you, helping you stay ahead in the digital transformation race, and ensuring your business not only adapts but thrives in the AI-powered future.

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 create and leverage a data-driven culture to create impactful human experiences – Real-world examples, case studies, and testimonials that connect mission and purpose with critical behaviors and actionable insights – Keys to gaining buy-in by simplifying agent performance management Event Venue Marriott Harbor Beach Resort and Spa, Fort Lauderdale, Florida

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 and purpose with critical behaviors and actionable insights. Delegates will leave this session empowered with a roadmap that boosts agent engagement, enhances productivity, and delivers better CX.   Key Takeaways:   – Creating a Data-Driven Culture that Connects with Your Mission and Purpose    - How Improving Critical Behaviors Improves Retention   – How to Gain Buy-In by Simplifying Agent Performance Management   For one-on-one conversation with Etech’s Team visit: Booth #408 Use Etech’s code 23CCW_ETECH to get 20% off registration.  

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.

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.

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.

In today’s competitive times your customer’s voice matters more than ever. It is the key to unlocking your agent potential and driving better performance.

In today’s competitive times your customer’s voice matters more than ever. It is the key to unlocking your agent potential and driving better performance. With AI-powered Speech Analytics, you’ll be able to review your customer sentiments through the magnifying glass of targeted KPIs. Just imagine what you could accomplish when you analyze 100% of your customer interactions!From this Webinar, you will learn how to harness the power of Artificial Intelligence and Big Data to craft a multifaceted approach to the frictionless customer experience through deep business insights while improving agent experience and retention. Discussion topics will include: Advantages of Speech Analytics in Call Center How to successfully adopt Speech Analytics? Key metrics to measure Speech Analytics success 360-degree performance evaluation and integrated agent coaching Watch Now  

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 how to distinguish and quantify coaching needs Fresh perspectives on how to incorporate effective coaching into your WFO/ WFH model Speakers: Jim Iyoob – Chief Customer Officer, Etech Global Services  Shawndra Tobias – VP Customer Experience, Etech Global Services  Jeniffer Gormer – Sr. Director, Training & Quality Management, Getaroom  Mike ODonnell – Sr. Global Leader, Motorola Solutions  Venue: MARRIOTT HARBOR BEACH RESORT AND SPA FT. LAUDERDALE, FLORIDA  

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 an Integrated Coaching Program Utilize customer insights to define strategies that improve training and coaching Improve Customer Experiences Leverage the power of Artificial Intelligence with Human Intelligence to create a seamless end-to-end experience Transform Call Center Quality Monitoring Identify CX drivers, selecting the right solution provider Watch Now  

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 to utilize Customer Insights to define strategies that improve Training and Coaching Leverage the power of AI + HI to create a seamless end-to-end experience How to uncover actionable insights from customer interactions Empowering agents through an integrated coaching program How to transform quality monitoring by integrating Speech Analytics Five-step process to improve agent performance Actionable next-steps to exceed customer expectations and increase customer loyalty How to identify CX drivers  

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 – Artificial Intelligence CallMiner Shawndra Tobias VP Customer Experience Etech Global Services Melissa Wood: Dean of Leadership Development Etech Global Services Register with Etech code 21CCWN_ETECH and get 20% off the standard registration.  

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, you will hear the different ways to incorporate more learning into your organization and what can happen to your team when you establish a learning-focused environment. Don’t miss the amazing conversation about learning culture that is going to take place in our upcoming webinar with MLevel. We will be joined by experts from Google, Equifax, Onna, and Insight to discuss how a learning culture impacts its employees and success. Reserve your free spot: https://bit.ly/2YWgPkh The panelist includes: Kaylene Eckels – Cheif Operations Officer, Etech Global Services Finn Toner – Customer Culture and Change, Google Michelle Wideman – Chief Customer Officer, Onna Glen Hasling – Organizational Change Management and Learning Leader, Equifax Michele Snead – Director of Performance Consulting, Insight Enterprises, Inc. Moderator Josh Felix- Sr. Strategist, MLevel  

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, the bottom line will be impacted as well as customer relationships. Pre-COVID, many contact centers were dependent on in person classroom training, live coaching, and a plethora of tangible materials to connect, onboard and develop agents. Fast forward to today, and you will find the most successful companies have taken a drastic pivot to support both agent and CX. In this Master Class, learn the key fundamentals to successfully support today’s modern agent and their training and development journey Key Takeaways The role of Leadership in enhancing agent performance Why organizations should focus on agent performance for better CX Techniques applied to improve CX through human intelligence and artificial intelligence Leverage agent performance data to enhance personalized customer interactions Uncover personalization opportunities to enhance customer conversion and retention How to utilize Customer Insights to define strategies that improve training and coaching effectiveness Insights remove the guess work and target behaviors that drive performance  

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% of companies compete primarily on customer experience. Since companies engage with customers by phone more than any other channel, these interactions are a gold mine of untapped information. Enter the art of the possible with next generation speech analytics technology. Speech analytics captures valuable insights from their conversations including: sentiment, metadata, compliance, and more. With this data, contact centers can understand and quickly act on customer intelligence while maximizing profitability and satisfaction, and reduce churn. Join this webinar to learn: – Contact center trends and evolving needs – Why customer experience can make or break your business – Limitations of traditional speech analytics – What to look for when choosing a software vendor Seats are limited. Register today! Speakers: Jim Iyoob Chief Customer Officer @ETech Global Services, LLC Randi Taube Partner Success @Voci Technologies