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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.
792Case 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.
73Press Releases
Awards, platform launches, and company news worth knowing about.
212Tools
The ROI Calculator and other interactive tools. Free to use, no form.
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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.
Leading the New Workforce: Coaching Humans and AI Employees in the Age of AI
In this episode of Melissa's Muddy Boots, Melissa Wood is joined by Gabe Larsen, Chief Revenue Officer at Atonom, and Jim Iyoob, President of ETS Labs and Chief Revenue Officer…
Service Is Required. Serving Is a Choice.
Matt Rocco on the difference between doing the job and choosing to serve. A servant leadership reflection from Etech Global Services CEO.
Essential quality checks for implementing AI-driven contact center analytics
Scoring drift traces to skipped quality checks, not model failure. See the essential checks before AI contact center analytics goes live.
What Is Customer Experience (CX)? Definition, Metrics, and How to Map the Journey
What CX means, which metrics measure it and how to map the full customer journey. A practical guide for contact center operations from Etech.
AI in the Contact Center: Where It’s Actually Working in 2026
Triage, agent assist, and automation are producing real results. Here is where contact center AI delivers and where it still falls short.
The Next Leadership Shift: Leading in the Age of AI, Cloud & Constant Change
In this episode of Melissa’s Muddy Boots, Melissa Wood is joined with Matt Jorat, Customer Solutions Manager at Amazon Web Services (AWS) to explore how leadership is aligning itself in…
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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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QEval™ platform
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Voice AI
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.
