Emotional Intelligence in Leadership: The Power of EQ
Emotional Intelligence (EQ) is not just a buzzword; it’s the backbone of successful leadership.
Episode
Five Critical Components of a Winning Culture
In our last podcast episode, we talked about three effective leadership practices. Tune in now to learn about the other 3 critical leadership practices that you need to lead your team to success.
The 6 Critical Leadership Practices for Leading Your Team to Success-Part 2
In our last podcast episode, we talked about three effective leadership practices. Tune in now to learn about the other 3 critical leadership practices that you need to lead your team to success.
The 6 Critical Leadership Practices for Leading Your Team to Success-Part 1
In the rapidly evolving and challenging business environment, leadership practices play a crucial role in creating and maintaining high-performing teams. Effective leaders understand the importance of guiding their teams towards achieving their goals and objectives, even in the face of challenges and setbacks.
Am I Fit To Work Remotely?
The pandemic forced many of us to adapt to new ways of working. Remote work has become the norm for countless individuals and organizations, offering flexibility and convenience.
Actionable Insights for Maximizing Customer and Agent Experience in Contact Centers
Attrition is still a very hot topic in the contact center industry. For contact centers their talented workforce is the key to delivering great customer experiences.
The Role of Innovation in CX | How to Stay Ahead of Changing Customer Expectations
In today’s increasingly competitive business landscape, an innovative customer experience (CX) is no longer simply a nice-to-have but it’s a must-have. An effective Customer Experience strategy has the power to transform customer perceptions of your company, build loyalty and trust, and set you apart from your competitors.
Change Your Selling Game With Empathy And Authenticity
In today’s competitive business landscape, sales professionals are recognizing the importance of incorporating empathy and authenticity into their selling process. Gone are the days of aggressive sales tactics; customers now crave genuine connections and personalized experiences. Empathy plays a crucial role in understanding the needs, wants, and pain points of customers. When sales professionals take the time to put themselves in their customer’s shoes, they can tailor their approach to address specific concerns effectively. By actively listening and showing genuine care for customer challenges, they create a safe space for open communication. Authenticity goes hand in hand with empathy. Customers can sense when a sales professional is being sincere or simply following a script. Authenticity builds trust by showcasing transparency and integrity throughout the selling process. When sales professionals genuinely believe in the value of their product or service, it becomes easier to convey that enthusiasm to customers. Tune in this to podcast and get more insights into: How can sales professionals effectively incorporate empathy and authenticity into their selling process to establish stronger connections with customers? In a highly competitive sales environment, some professionals may worry that showing empathy and authenticity might make them appear vulnerable or weak. How can salespeople be encouraged to embrace these qualities? Hear about a success story where an organization transformed their selling game by embracing empathy and authenticity. Learn the key factors that contributed to their success, and what lessons others can learn from their experience. Speakers: Jason Cutter - Founder & Chief Transformation Officer, Cutter Consulting Group Melissa Wood – Dean of Global Leadership Development, Etech Global Services
How To Lead With Empathy: Nurturing Strong Relationships
In today’s fast-paced and competitive business landscape, it is essential for leaders to recognize the importance of leading with empathy. Are you ready to unlock the power of empathy and enhance your leadership skills? Explore the art of leading with empathy and how it can transform your professional and personal relationships while driving exceptional results. Discover how empathy can foster trust, collaboration, and loyalty within your teams, ultimately leading to improved employee engagement and organizational success. Gain valuable tips on how to effectively communicate with empathy, listen attentively, and understand the diverse perspectives and needs of those around you. Empathetic leaders recognize that each individual has unique strengths and challenges. By leveraging these strengths and providing support where needed, leaders can maximize productivity without compromising the well-being of their team. We believe that empathy is not just a soft skill; it is a powerful tool that drives innovation, fosters resilience, and nurtures strong connections with both your team members and stakeholders. Dive into the podcast as we discuss actionable insights and inspiring stories that will empower you to lead with empathy. This podcast will motivate you to create a positive impact in both your professional and personal lives. What we have covered for you: What are some common misconceptions about empathy in leadership? How can empathetic leaders navigate challenging situations or conflicts without sacrificing the quality of the results they aim to achieve and affecting the relationship with the team? What are some practical ways leaders can cultivate empathy within themselves and their teams? Subscribe to our podcast to get the latest episode right into your inbox! Speakers: Daniel Burks - VP of Product and Process, America’s CAR-MART, Inc Melissa Wood – Dean of Global Leadership Development, Etech Global Services Jim Iyoob – Chief Customer Officer, Etech Global Services
Does AI Play A Role In Improving An Agent’s Life?
In today’s rapidly evolving world, the integration of AI technology has become a game-changer in various industries. When it comes to improving an agent’s life, AI is shaping the future of agents, transforming them into more efficient, informed, and empowered professionals.
Mindful Communication: Fostering Connection and Trust
Communication is the most important part of any relationship; be it personal or professional. However, how often do we take the time to really listen to what another person has to say? We may think we are listening but in reality, we are usually just waiting for our turn to talk. If you really want to ace the art of communication, mindful communication is the key. Mindful communication is the practice of being present and fully engaged in the moment. It is about attentively and understanding the other person’s perspective without judgement. The greatest benefit of mindful communication is that it allows us to connect with people on a deeper level. When we stop pretending and start being true to ourselves, our conversations become more meaningful. By listening more, we can create a better understanding between ourselves and others. This will not only improve our relationships but also help build a stronger deeper connection. Practicing mindful communication will help you be more respectful when presenting conflicting views, as well as being open-minded when listening to others’ points of view. In this Leadership table discussion, we have shared practical tips to help you with mindful communication and how to master this art. Speakers: Jim Iyoob – Chief Customer Officer, Etech Global Services Melissa Wood – Dean of Global Leadership Development, Etech Global Services
The Future of Contact Center Leadership – What Needs To Be Changed
A true leader keeps changing and improving as and when the situation demands.
The Future of Customer Service with AI-Enabled Contact Centers
There is a great deal of debate going on around Artificial Intelligence (AI) taking away jobs and replacing people, but when it comes to the CX industry and contact centers, the truth is AI has empowered contact centers to serve their customers better. The future of customer service lies in utilizing AI technology to create an effortless experience for customers and agents. AI has enabled contact centers to upgrade from analyzing just 2% – 5% of calls and driving conclusions from them, to evaluating 100% of the customer interactions and giving you a wealth of data about the customer experiences and agent performance. You can now have access to post conversational analytics in near real time! An AI enabled contact center can easily identify the trends and patterns of how top performing agents are delivering great CX and utilize that information to empower the entire workforce. Etech Insights is one such example that offers frictionless access to data sets. Our data provides insights at scale to help our customers see strengths, weaknesses and vulnerabilities that affect performance. We understand that anything that creates friction for the agent is felt by the customer, which is why Etech Insights approach to performance management focuses not only on reactive remediation and behavior mitigation but also proactive coaching during training for long term issues, all using data diagnostics to understand where we struggle over time. Get more insights in this podcast, where Director of Etech Insights, Manu Dwievedi and Etech’s Dean of Global Leadership Development, Melissa Wood unfold the secrets on AI-enabled contact centers and the future of customer service. You will be getting detailed insights into: How is AI technology transforming the customer service industry and what impact does it have on the role of contact centers? What are some of the challenges associated with implementing AI in contact centers and how can organizations overcome them? What are some of the key benefits of using AI in contact centers and how is Etech utilizing it to create improved customer experiences and agent empowerment? Speakers: Manu Dwievedi - Director, Etech Insights Melissa Wood – Dean of Global Leadership Development, Etech Global Services
Insights To Impact Amplify Call Centre Success With A Data Driven Culture
Relying on unstructured data and assumptions has always been an unsuccessful strategy.
How is Live Chat Changing the CX Game?
The digital age has pushed today’s customers into an era of immediacy. This immediacy is one of the top reasons that live chat is imperative for any kind of business.
The detour – Attrition to Retention
Your agent is your entire company, your brand to that one customer that they are talking to. As we are increasing the data utilization in the CX space, we really need to up our focus on Agent Experience that is going to deliver defined positive customer experience.
The Impact of Servant Leadership on Employee Empowerment
There are a lot of myths about Servant Leadership and we are going to debunk them in this podcast.
The Changing Face of Contact Center Operations – Where Are We Heading?
Contact Centers have no choice but to adopt the latest technology to stay relevant to serve the best customer experience in the changing world. From agents simply answering customer phone calls to managing a multitude of different customer contact channels, such as live chat, keeping track of social media messaging, etc., omnichannel customer support has become the new norm. While nearly every company says that keeping the customer experience (CX) on the top of any business strategy is key to maximizing growth, it’s certainly no longer the only important factor. In recent years, it has become more widely known, understood and accepted that higher employee engagement correlates to elevated customer satisfaction and creates value for business. In this podcast, Etech’s Sr. Vice President of Operational Excellence, David Carrizales, looked back at how the upheaval of the past years has impacted contact centers; how prepared they were for such rapid change; how they managed to keep operations running to varying degrees of success; how they met and overcame new challenges and made the best of the opportunities; how the hybrid workforce model is the future of the contact center industry; and what impact it can have on the contact center operations. Find out all the answers in this super value packed podcast hosted by Etech’s Dean of Global Leadership Development, Melissa Wood. Tune in to this podcast now to learn how to improve your Call Center operations effectively. Speakers: David Carrizales – Sr. Vice President of Operational Excellence, Etech Global Services Melissa Wood – Dean of Global Leadership Development, Etech Global Services
How Human Resources Helps in Creating Better Customer Experiences
What is the biggest resource of your organization? Undoubtedly, your people! When your own people feel empowered at the workplace, it results into great job performance, job satisfaction, strong commitment to the organization, and the biggest of all increase in employee retention. Employee empowerment is all about supporting, providing guidance and making them feel a sense of belonging. It ensures the consistent growth of an employee. When you take care of your employees, they take care of your customers. As much as it is important to know what your customers wants, it is equally important to understand what your employees need. The feedback from your employees is the gold data that will help you serve better. An empowered and satisfied employee is a proven key for seamless customer experience and brand success. In this podcast, we will explore how HR can create a positive impact on customer experience with Etech’s Senior Vice President of Human Resources, Veronica Chimney and Dean of Global Leadership Development, Melissa Wood. If you are looking for solutions to manage customer experience, choose a reliable partner who believes in a People First culture. We at Etech understand that placing value on team members equates to both an engaged team and satisfied, happy customers. Contact Etech to discover the solutions to help you retain new and existing customers and grow your business consistently. Tune in to this podcast to learn the proven ways to enhance your customer experience by leading your people effectively. Speakers: Veronica Chimney – Senior Vice President of Human Resources, Etech Global Services Melissa Wood – Dean of Global Leadership Development, Etech Global Services
How to Create a Passionate Workforce?
In this podcast, Etech’s Chief Operations Officer, Kaylene Eckels discusses the most important characteristics of servant leaders.
