Presentations
Customer Contact Week – Orlando 2025
In this workshop, we have explored how to create a data-driven call center culture that drives operational excellence and customer satisfaction. As organizations strive to optimize their contact center operations, understanding how to effectively leverage data for decision-making becomes paramount.
Key Takeaways::
- Learning the fundamental building blocks of a data-driven culture and how to overcome common implementation challenges in contact center environments.
- Understanding how to transform raw contact center data into actionable insights that drive performance improvements and strategic decision-making.
- Discovering practical strategies for using metrics to enhance agent performance, customer satisfaction, and operational efficiency.
- Exploring best practices for implementing data visualization and reporting tools that enable real-time decision-making across all levels of the organization.
- Developing a strategic framework for cultivating a data-driven mindset among team members and stakeholder.
Customer Contact Week – Vegas 2024
Discover how cutting-edge, fully automated technologies empower you to decode customer sentiments, preferences, and pain points from every interaction, providing a holistic view of the customer journey.
Key Learning Points from this session:
Witness how Etech’s QEval transforms unstructured conversations from customer conversations into meaningful, data-driven insights that fuel informed decision-making and continuous improvement.- Explore compelling case studies that showcase the practical applications and tangible benefits of automated VoC analytics in contact centers.
- Review proven strategies with real world examples for coaching and empowering your teams to leverage automated VoC analytics effectively.
- Gain a glimpse into the future of contact center operations, where automated VoC analytics plays a pivotal role in delivering exceptional customer experiences and driving business growth through seamless, scalable insights.
Customer Contact Week – Austin 2024
Revolutionize Your Contact Center with AI-Powered Speech Analytics. What if you could unlock a 360-degree view of the customer journey and use those insights to delight customers and empower agents? AI-driven speech analytics make it possible.
Speech analytics leverage artificial intelligence to extract invaluable insights from customer interactions.
Key Takeaways from this session:
- Unlock a comprehensive customer journey view with AI-powered speech analytics, empowering agents and delighting customers with valuable insights.
- Learn how to harness artificial intelligence to pinpoint experience gaps, offering data-driven guidance for enhanced contact center operations.
- Discover how to foster flexibility and adaptability with cloud-based speech analytics, supporting agile operations in remote contact center environments.
- Gain insights into proactively exceeding customer expectations by leveraging speech analytics for continuous improvement through actionable insights and data-driven actions.
Customer Contact Week – Las Vegas 2023
In this workshop, we have explored the impact of purposeful data on employee retention. With high attrition rates becoming a major concern for organizations across industries, it is crucial to understand how data can play a significant role in reducing turnover.
Key Takeaways:
- Understanding the impact of attrition on organizations and the need for effective retention strategies.
- Exploring five ways that purposeful data can be used to reduce turnover and improve employee engagement.
- Gaining insights into key metrics that can be used to track employee satisfaction, motivation, and productivity.
- Learning how to use data-driven insights to identify the root causes of attrition and develop targeted retention programs.
- Developing a roadmap for implementing purposeful data strategies in your organization to create a more loyal and engaged workforce.
Customer Contact Week – San Antonio 2023
Explore how to leverage data analytics to understand customer sentiment and connect agent purpose with improved tenure and positive customer experiences. Learn how to use large-volume datasets to create impactful human experiences. Get empowered with a roadmap that boosts agent engagement, enhances productivity, and delivers better CX.
Key Takeaways:
- Creating a Data-Driven Culture that Connects with Your Mission and Purpose
- How Improving Critical Behaviors Improves Retention
- How to Gain Buy-In by Simplifying Agent Performance Management
Customer Contact Week – Nashville 2022
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
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
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