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 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

By |2022-04-11T03:53:08-06:00March 2, 2022|
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