On-Demand Webinar

Beyond Manual QA: Transforming Agent Performance Through AI-Powered Monitoring

Access the On-Demand Webinar and Discover How to Revolutionize Compliance & Performance

Shawndra Tobias, Vincent Trotter, Patrick Reynolds
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Unlock the Power of AI in Contact Centers

Traditional manual QA is no longer enough to ensure compliance and optimize agent performance. With real-time AI-driven monitoring, organizations can proactively detect compliance issues, enhance coaching, and boost efficiency.

Many businesses still rely on outdated quality monitoring processes, missing opportunities to automate compliance tracking and performance improvement. Learn how AI solutions can transform quality assurance, reduce costs, and improve customer experience across your organization.

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What You Will Learn

What You'll Learn

  • The Evolution from Manual QA to AI-Powered Compliance Monitoring
    Understand the shift from traditional quality monitoring to advanced AI-driven compliance tracking and performance enhancement.
  • Bridging the Gap Between Monitoring & Actionable Insights
    Discover strategies for ensuring AI-driven insights don’t just sit idle but actively drive operational improvements.
  • Building an Automated Coaching Ecosystem
    Explore how AI-powered coaching can significantly enhance agent training, engagement, and performance.
  • Maximizing ROI on Compliance Automation
    Learn how AI-driven quality monitoring can cut QA costs, prevent compliance gaps, and improve agent performance while boosting operational efficiency.
  • Real-World Success & ROI
    See real-life case studies from the legal, financial, and telecommunications sectors that showcase AI’s impact on compliance monitoring.
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Meet the Speakers

Meet the Speakers

Shawndra Tobias

Shawndra Tobias

SVP - Customer Experience, Etech Global Services

Shawndra Tobias SVP - Customer Experience, Etech Global Services

Shawndra is a 25-year veteran of the call center/BPO industry. Shawndra has served in various roles to include OSS Reporting Specialist, Project Lead, Account Leader, Director of Program Implementation, Sr. Director of Operations, Sr. Director Customer Experience, Asst. Vice President, Vice President and now SVP.

She received her professional certification in Data Science from Johns Hopkins University, Business Analyst Certification from UPenn/Wharton School of Business and is a 3 Star IBM Recognized Data Expert. She also has extensive Project Management experience applying PMI philosophy and Six Sigma fundamentals.

Vincent Trotter

Vincent Trotter

SVP of Client Success, National Debt Relief

Vincent Trotter SVP of Client Success, National Debt Relief

Vincent Trotter is an accomplished Sales, CS & Business Executive Leader known for driving growth in competitive markets. He leverages his expertise in contact center operations and linguistics to pioneer AI and ML solutions in customer interactions.

Vincent excels at revitalizing processes and managing organizational change. His blend of corporate, training, and BPO experience allows him to deliver innovative solutions that meet customer needs and provide competitive advantages.

Patrick Reynolds

Patrick Reynolds

VP of Customer Engagement, Etech Global Services

Patrick Reynolds VP of Customer Engagement, Etech Global Services

Patrick has over 25 years of BPO and contact center experience. Over that time, Patrick has held numerous leadership roles across the organization including Senior Agent, Sales Coach, Operations Leader, Account Leader, and Director of Operations.

His extensive knowledge at each level of the organization uniquely qualifies him to lead a diverse and talented group of leaders across multiple shores. Patrick is considered an expert in the digital space and helped transform Etech’s digital capabilities in the BPO space.

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Don’t Miss out

Etech operators run live webinars on contact center quality, Voice AI deployment, compliance, and operations on a regular cadence. Register your interest and we will notify you when the next session is scheduled.

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FAQs

Common Questions

This webinar explores how AI-driven compliance monitoring enhances quality assurance, reduces costs, and improves agent performance.

This webinar is designed for contact center leaders, compliance officers, QA managers, and CX executives who want to leverage AI for operational excellence.

Simply register and gain on-demand access to the session.

Yes! While this is an on-demand session, you can reach out to our team for any follow-up questions or clarifications.

If you need further details, feel free to email us at info@etechgs.com.