Call Center Week 2016 Workshop Presentation

Discover how to transform customer intelligence into actionable insights that can be communicated and turned into process improvement plans to drive any needed change.

Download the presentation by:

• Matt Rocco, President & COO, Etech Global Services
• Jim Iyoob, EVP Customer Experience, Etech Global Services
• Manny Marrero Jr, Senior Account Manager, Get A Room

Key Takeaways:

• What is quality and how to define and measure it
• Risks of having just a “Check Box”
• How to build a successful CX program
• Scoring Exercise (break out)
• Case Study – Get a Room
• Guiding Principles of a CX focused Quality Program