Leadership and CX Podcast

Relying on unstructured data and assumptions has always been an unsuccessful strategy.

The digital age has pushed today’s customers into an era of immediacy. This immediacy is one of the top reasons that live chat is imperative for any kind of business.

There are a lot of myths about Servant Leadership and we are going to debunk them in this podcast.

Contact Centers have no choice but to adopt the latest technology to stay relevant to serve the best customer experience in the changing world. From agents simply answering customer phone calls to managing a multitude of different customer contact channels, such as live chat, keeping track of social media messaging, etc., omnichannel customer support has become the new norm. While nearly every company says that keeping the customer experience (CX) on the top of any business strategy is key to maximizing growth, it’s certainly no longer the only important factor. In recent years, it has become more widely known, understood and accepted that higher employee engagement correlates to elevated customer satisfaction and creates value for business. In this podcast, Etech’s Sr. Vice President of Operational Excellence, David Carrizales, looked back at how the upheaval of the past years has impacted contact centers; how prepared they were for such rapid change; how they managed to keep operations running to varying degrees of success; how they met and overcame new challenges and made the best of the opportunities; how the hybrid workforce model is the future of the contact center industry; and what impact it can have on the contact center operations. Find out all the answers in this super value packed podcast hosted by Etech’s Dean of Global Leadership Development, Melissa Wood. Tune in to this podcast now to learn how to improve your Call Center operations effectively. Speakers: David Carrizales – Sr. Vice President of Operational Excellence, Etech Global Services Melissa Wood – Dean of Global Leadership Development, Etech Global Services

What is the biggest resource of your organization? Undoubtedly, your people! When your own people feel empowered at the workplace, it results into great job performance, job satisfaction, strong commitment to the organization, and the biggest of all increase in employee retention. Employee empowerment is all about supporting, providing guidance and making them feel a sense of belonging. It ensures the consistent growth of an employee. When you take care of your employees, they take care of your customers. As much as it is important to know what your customers wants, it is equally important to understand what your employees need. The feedback from your employees is the gold data that will help you serve better. An empowered and satisfied employee is a proven key for seamless customer experience and brand success. In this podcast, we will explore how HR can create a positive impact on customer experience with Etech’s Senior Vice President of Human Resources, Veronica Chimney and Dean of Global Leadership Development, Melissa Wood. If you are looking for solutions to manage customer experience, choose a reliable partner who believes in a People First culture. We at Etech understand that placing value on team members equates to both an engaged team and satisfied, happy customers. Contact Etech to discover the solutions to help you retain new and existing customers and grow your business consistently. Tune in to this podcast to learn the proven ways to enhance your customer experience by leading your people effectively.   Speakers: Veronica Chimney – Senior Vice President of Human Resources, Etech Global Services Melissa Wood – Dean of Global Leadership Development, Etech Global Services

In this podcast, Etech’s Chief Operations Officer, Kaylene Eckels discusses the most important characteristics of servant leaders.

Tune in to the podcast to learn how to convert your customer data into actionable insights that can help you make the right decisions and deliver remarkable customer experiences.

In this podcast, Etech’s Chief Security Officer, Ronnie Mize explains how to ensure Data Privacy and Data Security in the Contact Center. Securing your customer’s data is important for many reasons: Your business depends on it and if your organization doesn’t take the necessary steps to protect customer data, you’ll be vulnerable to data security breaches, which could lead to trouble for your organization in the form of such things as customer complaints, fines, lawsuits, and more. With the rapid increase in cybercrime rates, protecting customer data has become more important. Contact Centers have more power to protect customer data than they think. Almost any piece of data that you collect and store from your customers is something that a cybercriminal might find valuable and can misuse the information. This is why your organization needs to take extra precautions to protect your customer’s data. It’s too crucial to leave data protection up to the tools and processes you use as it is prone to a data security breach. Customers trust you with their most confidential data, from credit cards to Social Security information, and it’s your responsibility to keep their data safe and secure. Tune in to this podcast to help yourself learn how to ensure Data Privacy and Data Security in the Contact Center. For any assistance in upgrading your contact center’s technology landscape, Contact ETECH. We provide robust & secured technology solutions, software analytics & implementation, software development, and AI-enabled solutions. Contact us today for a Free Consultation! Speakers: Ronnie Mize – Chief Security Officer, Etech Global Services Melissa Wood – Dean of Global Leadership Development, Etech Global Services

Customers are only looking for a consistent, effective, and personalized experience. Studies have shown that 86% of buyers will pay more for a better customer experience, but is it possible to consistently deliver a Remarkable Customer Experience? YES!! In this podcast you will learn how to integrate and effectively use AI-powered speech analytics and human intelligence to drive a better CX and employee performance. With this winning formula, you can increase customer retention and improve the customer experience. Speakers: Jim Iyoob – Cheif Customer Officer, Etech Global Services Melissa Wood – Dean of Global Leadership Development

Here is a Special Edition of the Leading from the Front podcast featuring Etech’s President & CEO, Matt Rocco Sr.. He has shared some amazing Wellbeing Leadership Suggestions to Fight with COVID 2019. The recent pandemic is causing a lot of chaos and economic disruption for organizations across America and the world. Hear the message he offered to help face this challenge through these principles: 1) Lead with facts, not fear 2) Surface and dispel rumors 3) Don’t forget about the human connection 4) Focus on self-care 5) Make plans for recovery.

Listen to Etech’s, COO, Kaylene Eckels, as she describes the importance of ‘playing your position’ on the team and how she grew into her present executive role of a 3000 person multi-national company. She sets BIG GOALS! Hear how she does this with the company vision – To make a remarkable difference for each other, our customers, and within our communities.

Your title doesn’t make you a leader, the relationship you form with your team does. Want to learn how to make a ‘remarkable difference’ and hear why TITLE means nothing in leadership? Listen to this podcast hosted by Gary McGrath where Jim Iyoob, Chief Customer Officer at Etech, speak from the heart about his journey with Etech, beyond Etech (for a short time), then starting again at Etech over the past 21 years. In his message he has elaborated how serving others, being a life-long learner, and building relationships through leadership has helped in building his successful career. Speakers: Jim Iyoob – Chief Customer Officer, Etech Global Services Gary McGrath – CEO, Statarius