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 – 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

Customer Contact Week – Las Vegas 2021

RESHAPING CUSTOMER AND 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. Download the presentation and learn how to harness these insights to empower your team members, delight your customers, and improve your KPI’s across the board.

Key Takeaways:

  • How to utilize Customer Insights to define strategies that improve Training and Coaching
  • Leverage the power of AI + HI to create a seamless end-to-end experience
  • How to uncover actionable insights from customer interactions
  • Empowering agents through an integrated coaching program
  • How to transform quality monitoring by integrating Speech Analytics
  • Five-step process to improve agent performance
  • Actionable next-steps to exceed customer expectations and increase customer loyalty
  • How to identify CX drivers

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
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