Etech Global Services Wraps Up the 2019 Customer Contact Week in Austin

Nacogdoches, TX– September 23, 2019 – Etech Global Services recently concluded what was again an informative, engaging, and a successful week at the Customer Contact Week (CCW) in Austin, Texas. One of the many highlights was Etech’s interactive workshop titled, “CX Architecture: 5 Steps to Transform Your Customer Insights” which was in front of a packed-out audience! During Etech’s workshop, the attendees learned how people, processes, and technology together drive the entire customer experience landscape. The power of Artificial Intelligence (AI) boosts Human Intelligence (HI) to direct the five-step contact center quality monitoring process: listen to the customers, identify and analyze the unstructured data sets, generate actionable insights, improve the processes, and predict better approaches to make the most out of the customer insights.


Throughout the week, attendees were able to discuss one-on-one with our Etech team members:
• The importance of customer insights to drive personalized conversations
• How personalization opportunities make sense to drive customer conversion and retention
• Role of Human Intelligence to understand the power and value of Customer Experience
• How AI can help decode true customer sentiments
• How to attain customer satisfaction while analyzing every customer journey touchpoint


“We all know that technology is just an enabler, it is the people who make the difference. At Etech, we have seen first-hand how impactful an effective quality analytics department can be to an organization because we are one of the beneficiaries! The remarkable insights that our Etech Insights team is able to provide by combining Human Intelligence with Artificial Intelligence has dramatically improved the way we run our Operations and we are beyond thrilled with the results thus far. We were delighted to share some of the results with the attendees at this year’s CCW Austin”, said Etech’s Matt Rocco, President & CEO.


About Etech Global Services

Etech Global Services, headquartered in Nacogdoches, Texas and with branches in Lufkin, Dallas, Rusk, Texas; West Palm Beach, Florida; Jamaica and India, is a leading provider of customer engagement solutions for many of the world’s most trusted brands. They trust Etech with their most precious assets – their customers. Why? Because Etech’s commitment to continuous improvement, next-generation technology, and empowering people results in a solution that drives customer experience and reduces effort. Voice, quality monitoring, chat, social media, and email, Etech is here to communicate with your customers when and how they choose.


Etech believes in making a remarkable difference for their people, customers and communities. Etech’s industry-leading technology services, like Etech Insights division, provide you with analytics and insights into your customer interactions. Etech’s services enable you to enhance customer experience, increase sales results, meet all corporate governance requirements, and obtain a competitive edge over your competition allowing you to increase market share.



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