Presentations

Etech Presentations

Whether it be at industry tradeshows, webinars, or a custom presentation, at Etech we understand that presenting actionable data is key. Access some of the latest presentations Etech has shared and see how they can be applied to your business.

Customer Contact Week at Home January 2021 Workshop Presentation

CX: The Future of Training and Development for the Modern Agent is Here

Work from home has become the new normal. 90% of your workforce might be working from home currently and may continue in the future with the current circumstances. With this set-up, the biggest challenge that most of the contact centers are facing is team member productivity and low-performance issues. If these issues are not addressed, the bottom line will be impacted as well as customer relationships.

Key Takeaways

  • The role of Leadership in enhancing agent performance
  • Why organizations should focus on agent performance for better CX
  • Techniques applied to improve CX through human intelligence and artificial intelligence
  • Leverage agent performance data to enhance personalized customer interactions
  • How to utilize Customer Insights to define strategies that improve training and coaching effectiveness
  • Insights remove the guess work and target behaviors that drive performance

Customer Contact Week at Home 2020 Workshop Presentation

CX Architecture – Using Agent Insights to Design a Remarkable Experience

Agents are the face of your company and have the real-time ability to create a remarkable interaction. The analysis of agent performance and their coaching and development are crucial to crafting the customer experience (CX) architecture. Uncover more insights on how to use Agent Performance Data with Human Intelligence and Artificial Intelligence to design a remarkable customer experience.

Key Highlights:

  • 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
  • Using agent insights to build out chatbots to be more effective

Customer Contact Week Nashville 2020 Workshop Presentation

CX Architecture – Using Agent Insights to Design a Remarkable Experience

Your agent workforce has more influence on your brand than any marketing or advertising program. Agents are the face of your company and have the real-time ability to create a remarkable interaction. Uncover more insights by checking out Etech’s presentation on using agent performance data as the foundation of an empowered frontline that delivers exceptional experiences and satisfied customers who buy more and stay longer.

Key Takeaways:

  • The Need For Human Intelligence and Artificial Intelligence In Customer Experience
  • Techniques Applied To Improve Customer Experience Through Human Intelligence and Artificial Intelligence
  • Deliver 360 Degree Customer Experience With Human Intelligence and Artificial Intelligence

Customer Contact Week Austin September 2019 Workshop Presentation

CX Architecture: 5 Steps to Transform Customer Insights

The power of Artificial Intelligence has become a strategic tool for businesses in an increasingly globalized marketplace. Automating that power through a simplified front-end can be one of many transformational milestones of turning unstructured AI data into actionable insights. Learn this, along with other steps to elevate your customer experience, agent performance, consumer loyalty, and brand strength.

Key Takeaways:

  • Harnessing AI to decode true customer sentiments
  • Uncover personalization opportunities to enhance customer conversion and retention
  • Recognize the power and value of Customer Experience through Human Intelligence
  • Analyze the customer journey to understand customer experience at every touchpoint
  • Driving Customer Growth with Insights – driven personalized conversations
1 2 3 4