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Topic

The CX Strategy: Igniting Performance with Deep Analytics

Description

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!

From this Webinar, you will learn how to harness the power of Artificial Intelligence and Big Data to craft a multifaceted approach to the frictionless customer experience through deep business insights while improving agent experience and retention.

Discussion topics will include:

• Advantages of Speech Analytics in Call Center
• How to successfully adopt Speech Analytics?
• Key metrics to measure Speech Analytics success
• 360-degree performance evaluation and integrated agent coaching

Time

May 18, 2022 11:00 AM in Central Time (US and Canada)

Webinar is over, you cannot register now. If you have any questions, please contact Webinar host: Jim Iyoob.

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Message preview	Hi there, You are invited to a Zoom webinar. When: May 18, 2022 11:00 AM Central Time (US and Canada) Topic: The CX Strategy: Igniting Performance with Deep Analytics Register in advance for this webinar: https://us06web.zoom.us/webinar/register/WN_CMltPCPwR-GeOzzkZ8jVsw After registering, you will receive a confirmation email containing information about joining the webinar. ---------- Webinar Speakers Jim Iyoob (Chief Customer Officer @Etech Global Services) Jim is a 33-year veteran of the call center/BPO industry. He is passionate, driven, and an energetic business leader with a strong desire to remain ahead of the curve in outsourcing solutions and service delivery. Jim has an impeccable track record of innovation and advanced business intelligence. He has been instrumental in setting up services for customers needing quick solutions for their daily customer experience needs. Jim has an exceptional understanding of customers’ products, requirements, and processes, and complete analysis to provide the right kind of solution. This has helped him develop, implement, and retain some of the most successful, award-winning programs that deliver consistent ROI. Shawndra Tobias (Vice President - Customer Experience @Etech Global Services) Shawndra has been with Etech since 2000. Shawndra has served in various roles including OSS Reporting Specialist, Project Lead, Account Leader, Sr. Director Customer Experiences, Asst. Vice President and much more. Shawndra is Vice President of Customer Experiences. In her role as Vice President, Shawndra will continue to develop and lead the Etech Insights division, as well as continue developing relationships and support of all Etech’s teams. Shawndra also continues to determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analysis; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews. Chris Basile (Vice President - Call Center Operations @Phone.Com) Chris Basile is Vice President of Call Center Operations at Phone.Com. In this role, Chris oversees revenue growth, successful onboarding, ongoing adoption, and the overall success and support of Phone.com customers. Chris brings over 20 years of experience with specialization in employee engagement workforce optimization and leadership development. He holds a BA in Business Management from California Coast University.

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