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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.
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Case studies
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Ebooks and white papers
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Videos and webinars
FEATURED
Start Here. Three Resources Worth Your Time.
Why Most AI Initiatives Fail & What Leaders Get Wrong
In today’s fast-changing world, many organizations are trying to adopt AI and improve customer experience. But often, the challenge isn’t the technology itself - it’s how people, processes, and systems come together to make it…
AI in Fraud Prevention: Balancing Risk, ROI, and Responsible Adoption for a Safer Future
In today’s fast-moving digital world, fraud is not slowing down - it’s evolving. And with AI becoming more powerful, both businesses and fraudsters are getting smarter. In this episode of the Etech Leadership & CX Podcast, Manu Dwievedi sits…
What you will find
Ten Kinds of Content. One Place to Search.
Case 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.
3White Papers
Research-backed thinking on AI, performance, and contact center strategy.
6Brochures
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.
Podcasts
Operator Notes: six episodes with Shawndra Tobias, Veronica Chimney, Melissa Wood, and program leads on specific operating problems.
63Videos
Short-form product walkthroughs and CX analytics explainers.
Presentations
Slides from Customer Contact Week and other industry events we speak at.
27Press Releases
Awards, platform launches, and company news worth knowing about.
207Tools
The ROI Calculator and other interactive tools. Free to use, no form.
AI in Contact Centers
Discover how AI enhances contact centers, streamlines operations, and boosts customer satisfaction. Download the eBook now to learn more!
Etech Podcast
Listen now
Why Most AI Initiatives Fail & What Leaders Get Wrong
In today’s fast-changing world, many organizations are trying to adopt AI and improve customer experience. But often, the challenge isn’t the technology itself - it’s how people, processes, and systems come together to make it…
Etech Podcast
Listen now
AI in Fraud Prevention: Balancing Risk, ROI, and Responsible Adoption for a Safer Future
In today’s fast-moving digital world, fraud is not slowing down - it’s evolving. And with AI becoming more powerful, both businesses and fraudsters are getting smarter. In this episode of the Etech Leadership & CX Podcast, Manu Dwievedi sits…
Etech Podcast
Listen now
How Improvisation & Storytelling Help Leaders Build High-Performing Teams
Most teams don’t struggle because of a lack of training — they struggle because of a lack of connection. In this episode of the Etech Leadership & CX Podcast, Manu Dwievedi sits down with Jesse Pudles, CEO of SpotCorp,…
Etech Podcast
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Beyond the Surface: Why Your Operating Model is the Secret to World-Class CX
In today’s experience-driven world, organizations are always looking for ways to improve customer experience. But often, the focus stays on what’s visible — scripts, channels, or technology — instead of what actually drives results. In this…
Etech Podcast
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Safety is the New Loyalty: How Trust & Safety Shape Customer Experience in 2026
In a digital world full of choices, customers don’t just look for speed or convenience anymore. They look for something deeper — trust. In this episode of the Etech Leadership & CX Podcast, Jim Iyoob sits down…
Etech Podcast
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Why Executive Behavior Determines Customer Experience Outcomes
Every organization has a leadership strategy. Most of them stay on paper. In this episode of the Etech Leadership & CX Podcast, Melissa Wood sits down with Alex D. Tremble, Founder and…
Etech Podcast
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The Satisfaction Stagnation – Why Your AI Strategy Is Killing Your CX (And How to Fix it)
Your AI investment is growing. Your CX scores aren't. Here's why. Jim Iyoob and Bob Azman, Founder of InnovativeCX, break down the strategic gap between AI adoption and customer experience…
Etech Podcast
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What’s Next for Leaders in the Age of AI?
Every leader today is talking about AI. But the real challenge isn’t technology. It’s how leaders adapt. In this episode of the Etech Leadership & CX Podcast, Jim Iyoob sits down with leadership advisor and author Bill Leider to…
Newsletter
Mar 2026
February 2026
Etech Podcast
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CX in 2026: Moving from CRM Messes to AI Successes
Every organization wants to deliver better customer experiences. And today, new technologies are opening up exciting possibilities to make that happen. But the real advantage comes from how well businesses prepare behind the scenes. …
Etech Podcast
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The Challenge of Succession Planning: Preparing for the Future
What happens if your best employee is gone tomorrow? No notice. No transition. Just gone. It’s a question many leaders don’t think about — until they have to. And by then, it’s already urgent. In this…
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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.
RUN
People and tenure
SEE
QEval platform
BUILD
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.
