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 – Nashville 2022

Data Driven Humans: The Synergy Of Culture & Data

Are you still making decisions based on single-dimension information? Contact Centers across the world are embracing big data utilization, however, their ability to capture and collate omnichannel data to a single actionable point that can be used to make informed customer experience and agent engagement decisions is limited. Contact Center leaders have volumes of information at their fingertips, yet more than 67% of the amassed data remains unused every year.

Key Takeaways

  • Deriving actionable insights from data
  • Leveraging data-driven culture to boost agent performance and retention
  • Eliminate silos
  • Proven techniques to improve Contact Center Agility, Conversion, and Agent Experience
  • The Contact Center Analytics tools imperative to success

Austin Contact Center Alliance – 2022

From Resignation To Retention: The Power Of Data Analytics

Is your organization’s turnover costing you? Lost opportunities, performance challenges, and increased costs, low morale can be just some of the negative impacts. Attrition is one of the biggest challenges in the contact center industry today. In the era of the “Great Resignation” and “Quiet Quitting” learn what you as a leader should do to retain and engage your talent.

Key Takeaways

  • Engage and retain the talent using data
  • Uncover the hidden insights in your customer interactions
  • Incorporate the right coaching for employee development
  • How to bridge the gap between performance monitoring and performance management

Customer Contact Week – Vegas 2022

The Experience Factor – Igniting Performance With Deep Analytics

In today’s competitive times your customer’s voice matters more than ever. It is the key to unlocking your agent potential and driving better performance. With AI-powered Speech Analytics, you’ll be able to review your customer sentiments through the magnifying glass of targeted KPIs. Just imagine what you could accomplish when you analyze 100% of your customer interactions!

Key Takeaways

  • How to use VOC to understand customer sentiments
  • How to empower and retain agents using customer insights
  • The secret sauce to creating next-level customer and agent experiences

Webinar : Reshaping Customer & Agent Experience With Integrated Speech Analytics

Quality monitoring, when integrated with Human Intelligence and Artificial Intelligence, uncovers insights into your Customer Experience and Agent Experience like you have never seen before.

In this webinar, you will learn how to harness these insights to empower your team members, delight your customers, and improve your KPI’s across the board.Get deeper insights into:

  • Building an Integrated Coaching Program
  • Improve Customer Experiences
  • Transform Call Center Quality Monitoring
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