Events
Upcoming Events
CX: The Future of Training and Development for the Modern Agent is Here
January 28th | 12:00 PM - 12:30 PM CST
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
Past Events
The Art of the Possible with Speech Analytics: What to Consider When Architecting a Next Generation Technology Stack
Wednesday, October 21 | 1:00 PM ET
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
PACE ACX Virtual 2020
Tuesday, October 6 | 3:05 – 3:55 PM ET
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!
Customer Contact Week At Home, 2020
August 11th - August 27th, 2020
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.
Customer Experience Architecture: Using Agent Insights to Design a Remarkable Customer Experience
March 18, 2020 | 12:00 – 1:00 PM ET
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
CX Architecture – Using Agent Insights to Design a Remarkable Experience
January 29, 2020
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.
CX Architecture: 5 Steps To Transform Your Customer Insights
September 16, 2019
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!
Etech’s Topic Of Discussion: From AI to Analytics – How Will Innovation Impact the Contact Center of 2025?
December 3, 2019 | 1:00 PM - 2:00 PM
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.
The Future of Customer Experience in the Call Center
September 12, 2019
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.
HI+AI – The Right Formula For Performance Management
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.
Utilize Customer Insights to Define Strategies that Improve Training and Coaching Effectiveness
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.