Description
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
How To Blend AI With Human Intelligence To Improve Customer and Agent Experience? Etech’s team is excited to meet you all at our virtual session at PACE ACX Virtual. Etech’s workshop is focused on how the analysis of agent performance and their coaching and development are crucial to designing the customer experience (CX) architecture. Key Insights: Why organizations should focus on agent performance for a better CX How agent performance impacts overall contact center performance and CX The significance of agent training and development to increase CX Leverage agent performance data to enhance personalized customer interactions Using agent insights to build out chatbots to be more effective Use our referral code – Etech2020 and register for FREE!
Etech is excited to meet you all at our virtual booth, August 26th -27th, 1:00-2:30 pm and 3:15-4:15 pm CST. You can schedule a live demo or have a personal conversation with our team. Get real information about combining the power of Human Intelligence and Artificial Intelligence to deliver great customer experiences. Understand the impact of Agent performance data, the benefits of automated Quality Monitoring software, and many more interesting insights from our experts at our virtual booth.
Technology represents the HOW of change & humans represents the WHY of change and during this insightful webinar, Etech will discuss going beyond technology & data to reach human wisdom. This webinar is FREE! It will occur on Wednesday, March 18th. WHAT YOU’LL LEARN The key takeaways are: 1.Need for Human and Artificial Intelligence to improve Customer Experience 2.Discuss applied techniques on how to improve Customer Experience 3.Practical applications that you can take back to your organization and implement immediately
Your agent workforce has more influence on your brand than any marketing or advertising program. Agents are the face of your company and have the real-time ability to create a remarkable interaction. Learn how to use agent performance data as the foundation of an empowered frontline that delivers exceptional experiences and satisfied customers that buy more and stay longer.
The power of Artificial Intelligence has become a strategic tool for businesses in an increasingly globalized marketplace. Automating that power through a simplified front-end can be one of many transformational milestones of turning unstructured AI data into actionable insights. Learn this, along with other steps to elevate your customer experience, agent performance, consumer loyalty, and brand strength in our workshop!
The CCW Online Summit “The Contact Center of 2025” is a platform wherein analysts will share their expert predictions, executives will detail their forward-thinking blueprints, and innovators will unveil their game-changing technology. Etech is a part of the Executive Roundtable at the event wherein the topic of discussion is: From AI to Analytics – How Will Innovation Impact the Contact Center of 2025? , so do join us for this exciting session on December 3. For registration and more details, Click Here.
With new customer care technologies making it possible to maximize revenues, savings, and above all customer experience all at once; maximizing competitive advantage at organizational level must be smart and quick. In today’s consumer-conscious world, what’s the only thing between your customers and the door? An effortless customer experience! Join Etech’s session to learn about the dramatic impacts customer experience analytics can have on an organization’s performance and walk away understanding the value of quality and performance management transformation using the synergy of human intelligence and artificial intelligence.
July 10, 2019 In today’s constantly evolving customer-centric environment, it is an absolute requirement for organizations to understand how they can fully utilize their most important asset; their people. Customer Experience (CX), agent performance, primary road-blocks in the customer life-cycle, are all vital aspects that have tremendous impact on a company’s reputation that can no longer be over-looked. Join Etech’s team on July 10, 2019, at the Contact Center Virtual Summit (CCVS) where the team will be sharing everything from the importance of a customer-focused organization, to how you can take advantage of customized tools for the enhancement of your Customer Experience.
Tuesday, June 25, 2019 | 8:15 AM – 10:45 AM Customer Experience is one of the most talked about opportunities in today’s world and the reason is simple – organizations that focus on customer experience see happier customers, reduced churn, and increased revenue – leading to higher profits. Most organizations don’t even realize that their customers feel it requires “high-effort” to do business with them. The one’s that truly have an advantage are the ones who understand how to take these valuable customer insights to transform their Training and Coaching efforts into an effective and efficient Customer Experience driven contact center. Because chances are, your customers are already telling you what is frustrating them, you just aren’t listening! Meet Etech’s team at Booth#412, June 26th – June 27th, 2019.
