Event

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.

Today’s consumers need more than good products and good prices. They demand it. They want services fast, they want it efficient, and they want it their way. To be successful and create loyal customers in today’s environment, consumers look for effective omni-channel providers as that allows the consumer to engage in the channel of their choosing, essentially meaning vendors need to be everywhere, all the time. Technology is enabling us both as consumers and providers to better fill this need however some are still trying to adapt to this advancement and not just offer the service, but offer them in an exceptional Customer Experience manner. Learn why listening to the customer and providing customer experience is an integral part of today’s business landscape and learn how Artificial Intelligence + Human Intelligence is one of the most vital components in Etech’s session on April 11, 2019, in Montego Bay, Jamaica.

Learn how leveraging the power of Artificial Intelligence partnered with the irreplaceable Human Intelligence can not only build remarkable customer experiences but also transform the way organizations interpret their Voice of the Customer feedback. Meet Etech’s team during the PACE ACX’19 in San Antonio, Texas, where they discuss how leveraging people, process and technology to deliver exceptional customer experience. Visit Etech at Booth #214

Improving customer experience has been rightfully viewed as one of the most important things any organization does to drive value to make them stand out from the competition. Why is it that organizations learn this the hard way by being in a brand crisis? Be it product quality, or how our customers feel about your company; it is always best to learn from your customers about the customer service they deserve and crave for. Etech believes in customer experience delivery optimization to be an interactive process that irons out the pain points in customer journey and perfecting those journeys for customer delight. Join Etech’s team to learn and see how the best methods and ways to deliver the best customer experience by learning from your customers.  

Today’s consumers want more than good products and good prices. They want good service and an effortless experience as well. In fact, they demand it. They want it fast, they want it good and they want it their way. To be successful and have happy and loyal customers in today’s environment, you need to be everywhere all the time. Artificial Intelligence (AI) is a natural fit for contact centers as it offers a solution for dealing with massive amounts of data. AI applications have the potential to reduce costs, improve customer experience, boost productivity and increase revenue. Even though AI has been around for more than 50 years, it is upto now that we have taught the technology to create personalized customer experiences, and key customer insights. Learn how leveraging the power of AI now and preparing for the future, how contact centers can not only build beautiful customer experiences but also set the stage to be leaders in the future. Meet Etech’s team during PACE Regional Contact Center Summit in Princeton, New Jersey to learn how Artificial Intelligence is a natural fit for contact centers as it offers solutions for dealing with massive amounts of data.

Artificial Intelligence is a natural fit for contact centers as it offers a solution for dealing with massive amounts of data. In this interactive workshop, find out how to automate descriptive and predictive tasks and free up agents’ time for strategic customer connections. Join Jim Iyoob and Jeff Arnold from Verizon Wireless as they unpack how to leverage people, processes and technology as a catalyst for deeper customer engagement.