Learn at your own pace.
E-books
Learning is an ongoing process. As experts of contact center operations, Etech’s leaders have published several books over the years hitting on some of the most talked about topics in our industry. Dig in and let us know what you think.
Delivering Customer Experience That Matters
Combining Human Intelligence with Artificial Intelligence to Delight Your Customers and Gain Market Share
The growth of customer bases and competition created a need that ensured customer satisfaction and that their questions were being answered appropriately. This led to the creation of customer service channels through various mediums and it became the talk of the town. Customer service required immense efforts and personal interactions between company representatives and consumers. Creating relationships and spending time with customers, ideally in person or perhaps on the phone, were the chief cornerstones to success. The politeness of personnel may well have been the single greatest benchmark used to measure that success.
With Artificial Intelligence being used worldwide in almost all aspects of life, it is changing the way of businesses for contact centers as well. The effects are already being felt; however there is still no substitute for human touch.
This new e-book opens you to:
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Introduction
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Customer Service — How it all began?
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Customer Experience — What Is It?
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The Evolution of Customer Experience
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Customer Service Versus Customer Experience
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An Introduction to Artificial Intelligence
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Important Trends in Artificial Intelligence
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Five Customer Experience Benefits of Artificial Intelligence
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The Customer Experience-Customer Loyalty Connection
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How to Improve Customer Experience
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Using Artificial intelligence to Hear Your Customers
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Leveraging AI to Make Essential Business Decisions
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Artificial Intelligence Powered with Human Touch
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AI + HI = Enhanced CX
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A Case Study in Artificial Intelligence + Human Intelligence
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Why Technology – and Your Business – Need People
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Revolutionize Agent Performance & Build Your Brand
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Growth Fueled by Technology, Focused on People
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Harness the Power of Artificial Intelligence + Human Intelligence
The Future of Contact Centers
Leveraging People, Processes & Artificial Intelligence
Today’s consumers want more than good products and good prices. They want good service and an effortless experience as well. In fact, they demand it. They want it fast, they want it good and they want it their way. Part of the challenge for contact centers is that “their way” varies from customer to customer. While one person’s way is via phone, another’s is via an app and yet another’s is via social media. To be successful in today’s environment, you’ve got to be everywhere all the time.
Artificial Intelligence (AI) is a natural fit for contact centers as it offers a solution for dealing with massive amounts of data. AI applications have the potential to reduce costs, improve customer experience, boost productivity and increase revenue. Learn and understand the power of AI, and gain insights to the needs and demands of your customers.
In the eBook, you will learn about:
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Trends in Artificial Intelligence
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Impact of AI in Contact Centers
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How to improve performance using AI
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Integrating Speech Analytics to your Contact Center
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Defining the AI and CX relationship
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Unlocking insights to customer engagement
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Transforming quality analyst to business analyst
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How a combination of People, Process and Technology enhances CX
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AI your gateway to success
Quality Monitoring in a Contact Center
Making Sure Your Contact Center Works for Your Business
What is “contact center quality monitoring”? Just stop and focus on the two parts of this phrase “contact center” and “quality monitoring” and it starts to make sense. If your business relies on a contact center, you need to make sure the quality of service provided is up to your standards. Your reputation and your business are literally on the line here and monitoring the effectiveness of customer contacts is a must.
Here is the Table of Contents for your quick reference:
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What is Quality Monitoring in a Contact Center?
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The Need for a Quality Monitoring System
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Defining Quality for Contact Centers
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Monitoring Criteria & Guidelines
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The How and Why of Calibration
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Creating a Quality Monitoring Leadership Team
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Developing a Customer-Driven Monitoring System
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Generating WOW Customer Experiences with Quality Monitoring
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Linking Quality Monitoring & Training for Maximum Results
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Realizing ROI from a Quality Monitoring System
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10 Mistakes to Avoid When Designing a Quality Monitoring System
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Putting It All Together