Nacogdoches, TX – July 1, 2019 – Etech Global Services just recently wrapped up what was once again a highly successful, engaging, and informative week at The 20th Annual Customer Contact Week (CCW) in Las Vegas, Nevada. Etech is one of the year-over-year premier sponsors of this event as it is one of the industry’s largest gatherings of contact center professionals in the world.
Etech’s workshop, “Utilize Customer Insights to Define Strategies that Improve Training and Coaching Effectiveness” was again a huge success and the dialogue with the packed-out room was highly informative for all who were fortunate enough to get a spot.
“Delivering an effortless customer experience is crucial for any business to flourish. Customer Experience is one of the most talked about opportunities in today’s marketplace and the reason is simple – organizations that focus on customer experience see happier customers, reduced churn, and increased revenue – leading to higher profits. 89% of organizations with an excellent omni-channel CX retain their customers, as compared to just 33% of organizations that have weak strategies. During the workshop, Etech discussed how the incorporation of valuable, actionable customer insights can drastically improve training and coaching sessions which directly impact a company’s overall performance”, said Etech’s Matt Rocco, President & CEO.
In addition to the workshop, Etech exhibited in the Main Conference days where attendees who stopped by got an opportunity to discover:
- How Human Intelligence and Artificial Intelligence together transform unstructured data into actionable information
- Why organizations should focus on CX and how they can improve it
- How organizations can use HI and AI to empower coaches, trainers, and bots
- Do agents and bots complement each other or compete
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 touch points 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 our people, our customers, and 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 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 are able to make a remarkable difference for you and your customers.