Nacogdoches, TX- February 4, 2020– Etech Global Services recently concluded what was again a thriving, interactive, and informative week at the Customer Contact Week (CCW) in Nashville. One of the many highlights was the Etech’s engaging workshop titled, “CX Architecture – Using Agent Insights to Design a Remarkable Experience.”
During Etech’s workshop, the attendees learned how analyzing agent performance data and strategically coaching them based on these insights drive the entire customer experience landscape. Etech and the attendees discussed how, when the empowered agents make remarkable interactions with customers across the campaigns; it surpasses the overall performance of the contact center.
Throughout the week, attendees were able to discuss one-on-one with our Etech team:
- Why organizations should focus on agent performance for a better CX
- How agent performance impacts overall contact center performance and CX
- The significance of agent training and development to increase CX
- Leverage agent performance data to enhance personalized customer interactions
“At Etech, the remarkable customer interactions that our team members make have dramatically improved the way we deliver customer experience, and we are beyond thrilled with the results thus far. Etech was delighted to share how coaching and developing your frontline with insights and feedback specific to individual opportunities, help empower these team members to truly make a remarkable difference for your customers,’’ 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.
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