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
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!
Chief Customer Officer @ETech Global Services, LLC
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.
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.