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 …

AI in CX: Debunking Myths and Driving Revenue Read More »

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 …

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

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 …

Customer Contact Week – San Antonio Read More »

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 …

The CX Strategy: Igniting Performance with Deep Analytics Read More »

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 …

Customer Contact East: A Frost & Sullivan Executive MindXchange Read More »

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 …

Reshaping Customer & Agent Experience with Integrated Speech Analytics Read More »

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 …

Reshaping Customer and Agent Experience with Integrated Speech Analytics Read More »

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 …

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

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, …

Webinar: Creating A Culture Of Learning Read More »

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, …

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

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% …

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