Nacogdoches, TX – July 13 2020 – Etech Global Services, a global leader in customer engagement solutions, gears up to participate in the largest customer contact event series Customer Contact Week (CCW) August 11th – August 27th.
Etech is hosting a virtual workshop on August 11th, 11:45 am-1:15 pm CST, with guest speakers from Verizon, Kelley Kurtzman, VP-Global Consumer Sales & Service, and from Etech, Jim Iyoob, CCO and Shawndra Tobias, AVP CX.
Etech’s virtual workshop will focus on Customer Experience (CX) Architecture: Using Agent Insights to Design a Remarkable Experience. Etech will discuss how speech analytics and human intelligence has the ability to provide targeted coaching to team members and improve performance. Attendees will learn the importance of using Human Intelligence + Artificial Intelligence to extract insights from customer interactions that help create a remarkable customer experience.
During Etech’s CCW At Home workshop, attendees will learn :
- Why organizations should focus on agent performance for a better CX
- Role of speech analytics and human intelligence to drive effortless customer experience
- How agent performance impacts the overall contact center performance and CX
- The significance of agent training and development to increase CX
- How to leverage agent performance data to enhance personalized customer interactions
“Most brands struggle to identify their customers’ expectations for service, let alone how to drive their satisfaction. Chances are the analysis of team members’ performance data is inadequate and inefficient. At Etech, we believe understanding how to effectively coach team members using personalized feedback specific to their areas of opportunity is the “winning formula.” The Etech Insights team efficiently analyze team members’ performance using speech analytics that provides them with relevant training that enables us to transform our customer experience,” 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 also 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, provides 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 the right 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 over your competition, leading to increased market share.
Etech believes through serving, we can make a remarkable difference for you and your customers.