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Resources
Insights and case studies to help you deliver better customer experiences.
Case studies, ebooks, white papers, brochures, webinars, podcasts, and videos from our client work and product teams. Filter by type, topic, or industry to find what you need. Everything here is free to access.
Everything We Know.
A Working Library of CX, AI, and Operational Expertise.
Blogs
Practitioner-led analysis from the team that runs 4,000-seat programs and ships Voice AI in 30 to 90 days.
795Case Studies
Real client programs and the outcomes they delivered. Filter by industry.
5Ebooks
Eight ungated playbooks on QEval™, Voice AI, TCPA, PHI redaction, Champion-Challenger, and workforce stability. No form required.
4Brochures
Service and platform overviews you can share with your team or board.
6Webinars
Live and on-demand sessions with named Etech operators on Champion-Challenger, QEval™ coaching, Voice AI, and regulated programs.
10Podcasts
Operator Notes: six episodes with Shawndra Tobias, Veronica Chimney, Melissa Wood, and program leads on specific operating problems.
76Press Releases
Awards, platform launches, and company news worth knowing about.
212Tools
The ROI Calculator and other interactive tools. Free to use, no form.
2
Call Center Analytics: Metrics to Track and Actions to Take
Learn which call center analytics metrics to track, what warning signs to watch, and the actions that turn data into better CX.
Beyond the Uniform: What Veterans Can Teach Us About Work
A uniform may come off, but the values behind it don't disappear. The discipline, courage, teamwork, and sense of responsibility developed through military service often stay with people long after…
What is First Call Resolution in Contact Centers? How to Measure it and What Moves it
First call resolution shows if a contact center fixes issues on the first try. Learn how to measure FCR and the four factors that move it.
Who Controls What Your Kids See Online? The Growing Need for Child Safety on Social Media and AI
Children today have access to more than just social media. They interact with online games, AI chatbots, digital communities, and platforms that expose them to people and content parents may…
How to Choose a Contact Center Outsourcing Partner: A BPO Evaluation Framework for Operations Leaders
Score six criteria before you sign: quality, tenure, security, tech, culture and terms. A contact center BPO evaluation framework.
Leading Through Stress: What Leaders Need to Notice Before People Burn Out
Stress is part of leadership. But knowing when someone is struggling, and knowing how to respond, can make all the difference. Sometimes, the signs are easy to miss. An employee…
CCaaS vs. BPO: How to Choose the Right Contact Center Model for Your Business
CCaaS is the technology, BPO is who runs it. Compare both contact center models and see when to choose one or combine them.
Press Release
Oct 2026
QEval™ Featured as Leading on CMP Prism for Automated QA/QM and Core Performing for Customer Analytics & Insights
QEval by ETS Labs is Leading on the CMP Prism for Automated QA/QM and Core Performing in Customer Analytics for contact centers.
Contact Center Leadership: Five Practices That Build People, Not Dependence
When people think about great business leaders, they often picture highly visible, charismatic personalities like Steve Jobs or Richard Branson. I understand why. Those leaders get the headlines. Over the…
What Contact Center Employee Engagement Actually Looks Like
Contact center employee engagement shows up on the floor, not in surveys. Learn the signs that predict agent attrition.
Beyond the Script: How Human Connection Shapes Great Customer Service
In our latest episode of Melissa's Muddy Boots, Melissa Wood is joined by Jeff Toister, the Service Culture Guide, and Jim Iyoob, President of ETS Labs and Chief Revenue Officer…
Call center software vs. managed BPO services: which one actually fixes the CX problem?
Is your CX gap a technology problem or an execution problem? Compare call center software and managed BPO services side by side.
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Interactive Tool
See What Your Contact Center Could Save.
Model potential savings across your people, quality program, and Voice AI in minutes. Three levers, fourteen inputs, and a waterfall output your finance team can read. Default values are grounded in documented Etech client outcomes. Free to use, no form.
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People and tenure
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Glossary
Contact Center Terms, In Plain English.
Clear definitions for the acronyms, metrics, and frameworks that come up in contact center conversations. More than 80 entries in the full glossary.
AHT
Average Handle Time. The total time an agent spends on an interaction, including talk time, hold time, and after-call work.
FCR
First Contact Resolution. The percentage of customer issues resolved on the first contact, without a callback or escalation.
CSAT
Customer Satisfaction score. A direct measure of how satisfied a customer was with a specific interaction, usually captured through a post-call survey.
TCPA
Telephone Consumer Protection Act. The US federal law that governs outbound calling and texting, including consent requirements and do-not-call rules.
PHI
Protected Health Information. Patient information regulated under HIPAA that must be handled with specific safeguards.
Speech Analytics
Technology that converts calls to text and analyzes them for keywords, sentiment, and compliance signals across every interaction, not just a sample.
NBA
Next Best Action. AI-driven guidance delivered to an agent during a call, based on what the customer is saying and doing in real time.
Omnichannel
An operating model where voice, email, chat, SMS, and social channels share one customer record and one case history, so the customer does not repeat themselves.
Talk with us
Tell Us About Your Contact Center. We Will Show You What is Possible.
Book a 30-minute working session with an Etech solution advisor. Share your current-state data, and walk away with a clear view of potential savings, a transition roadmap, and a draft quality scorecard.
