Episódios
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Welcome to a New Era of Employee Engagement! In today’s fast-paced business world, keeping your team motivated and engaged can be challenging. But what if there was a way to make work exciting and boost productivity simultaneously? Enter the world of gamification and technology-driven employee engagement! At Etech, we understand the importance of creating a work environment where employees are not only engaged but also excited about their daily tasks. Our latest podcast episode, “Gamifying Success: How Technology-Driven Employee Engagement Transforms Startups,” is here to show you how to harness the power of technology to revolutionize employee engagement in your startup. In This Episode, You Will Learn: The Power of Gamification: Discover how integrating game elements into daily work routines can make tasks more engaging and rewarding. Tech Tools to Boost Engagement: Learn about the latest technological tools and platforms designed to enhance employee engagement. From gamified training programs to interactive feedback systems, we’ll cover the tools that can help you create a more engaging workplace. Building a Positive Work Culture: Get insights into how technology can foster a collaborative and supportive work culture. Success Stories from Startups: Hear inspiring stories from startups that have successfully used gamification and technology to drive growth and improve employee engagement. Simple Strategies for Implementation: We’ll share easy-to-implement strategies for introducing gamification into your workplace. Whether you’re looking to revamp your employee recognition programs or make training more engaging, we’ve got you covered. Meet the Experts Melissa Wood, Dean of Leadership Development at Etech Global Services Jimmy Chebat, Founder of ZIZO Technologies, Inc. Join Our Community Don’t miss out on our insightful episodes that can transform your approach to employee engagement and customer experience. By subscribing to our podcast on YouTube, you’ll join a growing community of professionals dedicated to excellence in CX and employee engagement. Our episodes are designed to provide you with practical tips, expert advice, and the latest trends in the industry. Subscribe Now and take the first step towards transforming your employee engagement strategy with cutting-edge insights and practical solutions.
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Are you ready to elevate your contact center operations with the latest in conversation analytics? Dive into this episode to uncover how conversation analytics can revolutionize your approach to contact center management. Industry experts share actionable strategies and innovative solutions to boost performance and drive ROI. In this episode, you’ll learn: How to leverage conversation analytics to enhance decision-making and drive immediate improvements. The importance of understanding the ‘why’ behind performance metrics and how it impacts ROI. Techniques for using conversation analytics to identify and address issues proactively. Real-world examples of how conversation insights have solved complex problems and optimized operations. How to empower your agents and managers with actionable data for continuous improvement. Episode Highlights Harnessing Conversation Data for Immediate Action: Discover how to utilize conversation analytics to quickly address issues and optimize contact center performance. Our experts reveal best practices for harnessing data to make informed decisions and implement timely solutions. Understanding the ROI Impact of Conversation Insights: Explore the critical role of conversation data in improving ROI. Learn how to interpret performance metrics, identify underlying causes, and take targeted actions to drive meaningful results. Case Studies: Conversation Solutions in Action: Hear compelling stories of organizations that have transformed their operations using conversation analytics. Understand the challenges they faced, the solutions implemented, and the impact on their overall performance. Empowering Agents with Actionable Insights: Find out how conversation data can be used to enhance agent performance and support ongoing development. Learn strategies for using insights to coach agents effectively and drive continuous improvement. Optimizing Contact Center Management with Data: Gain practical tips on integrating conversation analytics into your contact center management strategy. Discover how to streamline processes, monitor performance, and achieve operational excellence. Meet the Speakers: Steve Trier, Chief Customer Officer at Creovai Don Davey, Senior Director of Customer Success at Creovai Manu Dwievedi, Director of Etech Insights Listen now to unlock the full potential of conversation analytics and transform your contact center operations with expert insights and actionable advice.
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Are you ready to revolutionize your customer experience with AI while keeping the human touch? Discover how to blend AI with human expertise to transform your customer experience strategy. In this game-changing episode, industry leaders reveal their secrets for success in an AI-driven world. In this episode, you’ll learn: How to strike the perfect balance between AI efficiency and human empathy Critical AI pitfalls to avoid and how to sidestep them Strategies for using AI to enhance, not replace, human interactions Why ‘set it and forget it’ AI is a myth and what to do instead Secrets to aligning your entire organization for AI success Techniques for leveraging agent feedback to supercharge your AI Episode Highlights Balancing Human Touch with AI – Learn how to combine human touch with AI to improve customer experience. Our experts discuss best practices and strategies for using AI while keeping the personal touch that customers love. Avoiding Common AI Pitfalls – Hear stories about AI projects that didn’t go as planned and learn how to avoid the same mistakes. Discover why human oversight is crucial and how to keep your AI projects on track. Enhancing Human Interaction with AI – Find out why it’s important to use AI to support, not replace, human interactions. This segment shares tips on maintaining effective human oversight and improving efficiency without losing quality. The Myth of ‘Set It and Forget It’ AI – Think AI is a ‘set it and forget it’ solution? Think again! Our experts explain why ongoing management and adjustments are essential for AI success. Learn how to continually optimize your AI systems. Aligning Departments with AI Integration – Struggling to get all departments on board with AI? Our panel shares how to gain support from different departments, communicate goals clearly, and ensure smooth AI integration. Discover strategies for uniting your team and driving success. Improving AI Interactions with Agent Feedback – Want to make your AI interactions better? Learn how to use feedback from agents and customers to enhance AI performance. Find out how to gather honest feedback, avoid pitfalls, and improve AI efficiency. Meet the Speakers: Melissa Wood, Dean of Leadership Development, Etech Global Services Lauren Quinn Volpe, CX Thought Leader Jim Iyoob, Chief Customer Officer, Etech Global Services Manu Dwievedi, Director of Etech Insights Listen now and enhance your leadership skills with practical, real-world advice from industry experts.
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Are you ready to enhance your leadership skills by understanding the balance between service and extreme ownership? Join us as we explore this dynamic theory inspired by Bruce Lee’s teachings. This podcast is designed for leaders who aim to excel in a fast-paced, high-stress business environment. Reasons to Tune-In Expert Insights: Hear from top leaders as they share pivotal moments in their careers where balancing service and ownership made a significant difference. Actionable Advice: Gain practical tips on maintaining balance in leadership roles, even in high-pressure situations. Inspirational Stories: Learn how Bruce Lee’s philosophies have shaped the approaches of successful leaders. Don’t miss out on our insightful episodes! Subscribe our podcast and receive exclusive updates and great content right in your inbox. Meet the Speakers: Melissa Wood, Dean of Leadership Development, Etech Global Services Albert Hopper, Senior Insights Leader – Customer Experience, Etech Global Services
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Join customer service expert Shep Hyken as he shares his secret recipe for creating a customer-focused company culture and delivering wow moments in every interaction.
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Emotional Intelligence (EQ) is not just a buzzword; it's the backbone of successful leadership.
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In our last podcast episode, we talked about three effective leadership practices. Tune in now to learn about the other 3 critical leadership practices that you need to lead your team to success.
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In the rapidly evolving and challenging business environment, leadership practices play a crucial role in creating and maintaining high-performing teams. Effective leaders understand the importance of guiding their teams towards achieving their goals and objectives, even in the face of challenges and setbacks.
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The pandemic forced many of us to adapt to new ways of working. Remote work has become the norm for countless individuals and organizations, offering flexibility and convenience.
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In today's increasingly competitive business landscape, an innovative customer experience (CX) is no longer simply a nice-to-have but it's a must-have. An effective Customer Experience strategy has the power to transform customer perceptions of your company, build loyalty and trust, and set you apart from your competitors.
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In today’s competitive business landscape, sales professionals are recognizing the importance of incorporating empathy and authenticity into their selling process. Gone are the days of aggressive sales tactics; customers now crave genuine connections and personalized experiences. Empathy plays a crucial role in understanding the needs, wants, and pain points of customers. When sales professionals take the time to put themselves in their customer’s shoes, they can tailor their approach to address specific concerns effectively. By actively listening and showing genuine care for customer challenges, they create a safe space for open communication. Authenticity goes hand in hand with empathy. Customers can sense when a sales professional is being sincere or simply following a script. Authenticity builds trust by showcasing transparency and integrity throughout the selling process. When sales professionals genuinely believe in the value of their product or service, it becomes easier to convey that enthusiasm to customers. Tune in this to podcast and get more insights into: How can sales professionals effectively incorporate empathy and authenticity into their selling process to establish stronger connections with customers? In a highly competitive sales environment, some professionals may worry that showing empathy and authenticity might make them appear vulnerable or weak. How can salespeople be encouraged to embrace these qualities? Hear about a success story where an organization transformed their selling game by embracing empathy and authenticity. Learn the key factors that contributed to their success, and what lessons others can learn from their experience. Speakers: Jason Cutter - Founder & Chief Transformation Officer, Cutter Consulting Group Melissa Wood – Dean of Global Leadership Development, Etech Global Services
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In today’s fast-paced and competitive business landscape, it is essential for leaders to recognize the importance of leading with empathy. Are you ready to unlock the power of empathy and enhance your leadership skills? Explore the art of leading with empathy and how it can transform your professional and personal relationships while driving exceptional results. Discover how empathy can foster trust, collaboration, and loyalty within your teams, ultimately leading to improved employee engagement and organizational success. Gain valuable tips on how to effectively communicate with empathy, listen attentively, and understand the diverse perspectives and needs of those around you. Empathetic leaders recognize that each individual has unique strengths and challenges. By leveraging these strengths and providing support where needed, leaders can maximize productivity without compromising the well-being of their team. We believe that empathy is not just a soft skill; it is a powerful tool that drives innovation, fosters resilience, and nurtures strong connections with both your team members and stakeholders. Dive into the podcast as we discuss actionable insights and inspiring stories that will empower you to lead with empathy. This podcast will motivate you to create a positive impact in both your professional and personal lives. What we have covered for you: What are some common misconceptions about empathy in leadership? How can empathetic leaders navigate challenging situations or conflicts without sacrificing the quality of the results they aim to achieve and affecting the relationship with the team? What are some practical ways leaders can cultivate empathy within themselves and their teams? Subscribe to our podcast to get the latest episode right into your inbox! Speakers: Daniel Burks - VP of Product and Process, America’s CAR-MART, Inc Melissa Wood – Dean of Global Leadership Development, Etech Global Services Jim Iyoob – Chief Customer Officer, Etech Global Services
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In today's rapidly evolving world, the integration of AI technology has become a game-changer in various industries. When it comes to improving an agent's life, AI is shaping the future of agents, transforming them into more efficient, informed, and empowered professionals.
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Communication is the most important part of any relationship; be it personal or professional. However, how often do we take the time to really listen to what another person has to say? We may think we are listening but in reality, we are usually just waiting for our turn to talk. If you really want to ace the art of communication, mindful communication is the key. Mindful communication is the practice of being present and fully engaged in the moment. It is about attentively and understanding the other person’s perspective without judgement. The greatest benefit of mindful communication is that it allows us to connect with people on a deeper level. When we stop pretending and start being true to ourselves, our conversations become more meaningful. By listening more, we can create a better understanding between ourselves and others. This will not only improve our relationships but also help build a stronger deeper connection. Practicing mindful communication will help you be more respectful when presenting conflicting views, as well as being open-minded when listening to others’ points of view. In this Leadership table discussion, we have shared practical tips to help you with mindful communication and how to master this art. Speakers: Jim Iyoob – Chief Customer Officer, Etech Global Services Melissa Wood – Dean of Global Leadership Development, Etech Global Services
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A true leader keeps changing and improving as and when the situation demands.
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There is a great deal of debate going on around Artificial Intelligence (AI) taking away jobs and replacing people, but when it comes to the CX industry and contact centers, the truth is AI has empowered contact centers to serve their customers better. The future of customer service lies in utilizing AI technology to create an effortless experience for customers and agents. AI has enabled contact centers to upgrade from analyzing just 2% – 5% of calls and driving conclusions from them, to evaluating 100% of the customer interactions and giving you a wealth of data about the customer experiences and agent performance. You can now have access to post conversational analytics in near real time! An AI enabled contact center can easily identify the trends and patterns of how top performing agents are delivering great CX and utilize that information to empower the entire workforce. Etech Insights is one such example that offers frictionless access to data sets. Our data provides insights at scale to help our customers see strengths, weaknesses and vulnerabilities that affect performance. We understand that anything that creates friction for the agent is felt by the customer, which is why Etech Insights approach to performance management focuses not only on reactive remediation and behavior mitigation but also proactive coaching during training for long term issues, all using data diagnostics to understand where we struggle over time. Get more insights in this podcast, where Director of Etech Insights, Manu Dwievedi and Etech’s Dean of Global Leadership Development, Melissa Wood unfold the secrets on AI-enabled contact centers and the future of customer service. You will be getting detailed insights into: How is AI technology transforming the customer service industry and what impact does it have on the role of contact centers? What are some of the challenges associated with implementing AI in contact centers and how can organizations overcome them? What are some of the key benefits of using AI in contact centers and how is Etech utilizing it to create improved customer experiences and agent empowerment? Speakers: Manu Dwievedi - Director, Etech Insights Melissa Wood – Dean of Global Leadership Development, Etech Global Services
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