Nacogdoches, TX – December 13, 2019 – Etech Global Services is back again with yet another engaging workshop at this year’s Customer Contact Week (CCW) in Nashville, Tennessee. The workshop titled, “CX Architecture – Using Agent Insights to Design a Remarkable Experience” will be held on Wednesday, January 29th from 8:15 am- 10:15 am. Etech will also be participating in the main conference days, which will be Thursday, the 30th, and Friday, the 31st at the JW Marriott in Nashville, TN.
Etech’s workshop will be an interactive discussion on how team member performance impacts not just customer experience, but the overall performance of a contact center. Etech and workshop attendees will discuss how when you are able to focus on the positive traits of team members and efficiently and effectively capitalize on these behaviors; organizations are able to develop a remarkable customer experience while reducing costs and improving operational efficiency.
Don’t forget to stop by Etech’s booth to discuss:
- Why organizations should focus on agent performance for a better CX
- How team member performance impacts overall contact center performance and CX
- The significance of team member training and development to increase CX
- How to leverage team member performance data to enhance personalized customer interactions
“The frontline team of a contact center is arguably the most vital function to the overall success of an organization’s customer engagement efforts. As the natural beginning to the customer journey, contact center team members need to be experts in identifying customers’ pain points to ensure a remarkable customer experience. Organizations who are able to effectively analyze team members’ performance insights and turn that into relevant training, are able to develop remarkable interactions across all lines of business, which delivers a world-class customer experience every time your customers interact with your brand,’’ said Matt Rocco, Etech’s President & CEO.
About Etech Global Services
Etech Global Services is a global leader of customer engagement solutions serving some of the world’s most trusted brands. Etech is trusted with their most precious assets- their customers. Why? Because Etech honors commitments and delivers; the result is measurably changing behavior while driving business growth and profitability through solutions that engage millions of customers each day across multiple touchpoints using analytical, traditional, digital, mobile and emerging technologies to communicate with your customers when and how they choose.
Etech believes in making a remarkable difference for each other, our customers, and within our communities. Etech’s industry-leading technology services, like Etech Insights, provide you with business insights and analytics that transform your interactions. Etech Insights combines human intelligence with the knowledge and power of artificial intelligence to identify performance-enhancing behaviors and voice-of-customer insights that are not easily identifiable through traditional quality management. Etech’s services enable you to enhance customer experience, increase sales results, meet all corporate governance requirements, and create a competitive advantage of your competition, leading to increased market share.
Etech believes through serving; we can make a remarkable difference for you and your customers.