Presentations
Call Center Week 2016 Workshop Presentation
Discover how to transform customer intelligence into actionable insights that can be communicated and turned into process improvement plans to drive any needed change.Download the presentation by:
- Matt Rocco, President & COO, Etech Global Services
- Jim Iyoob, EVP Customer Experience, Etech Global Services
- Manny Marrero Jr, Senior Account Manager, Get A Room
- What is quality and how to define and measure it
- Risks of having just a “Check Box”
- How to build a successful CX program
- Scoring Exercise (break out)
- Case Study – Get a Room
- Guiding Principles of a CX focused Quality Program
IARE: International Association Of Reservation Executives
Effortless Customer Engagement Customer Engagement is about encouraging your customers to interact and share their business and brand experiences that you create for them. A strong strategy for customer engagement promotes brand growth and customer loyalty when performed well. Download Etech’s presentation to learn about the future of communication.Key Takeaways:
- How Did Customer Engagement work as a Strategy?
- What role does Social Media have on Marketing?
- What are the Factors to Consider for Customer Engagement?
- Communities should be fostered not controlled!
- Measure and analyze the data to Refine/Evolve Strategy!
IARE: International Association Of Reservation Executives
Quality Monitoring is something that everyone says they do, but do they do it right? It is essential that your agents adhere to your customer’s policies and procedures and having a Quality Monitoring program in place can help ensure that your organization is not only remaining compliant, but is also driving your Customer Experience. Download Etech’s presentation to learn about why an effective quality monitoring program is essential for your organization.Key Takeaways:
- How an Effective Quality Monitoring Program can Help Ease Your Pain
- What is Quality Monitoring in a Contact Center
- Quality Monitoring verse Quality Assurance
- Best Practices of Quality Monitoring Program
- Quality Monitoring & Business Intelligence
- Benefits of using a Third Party for Quality Monitoring