Shows
Leadership and CX PodcastSilo Smash: Uniting Departments for an Unforgettable Customer ExperiencePicture this: You Walk into work Monday morning, and instead of the usual departmental walls, you see colleagues from different teams brainstorming together over coffee. Marketing is chatting with IT about a customer pain point. Sales is sharing insights with Customer Service. Everyone’s working toward the same goal—making life better for the people you serve. Sounds wonderful, doesn’t it? Unfortunately, many workplaces struggle with silos—when departments work in isolation rather than harmony. It’s not anyone’s fault, really. It just happens as organizations grow. But here’s the beautiful thing: it’s absolutely fixable, and the results are tr...
2025-09-3000 min
Leadership and CX PodcastFrom CX Strategy to CX Movement: How to Ignite Cultural Transformation Across Your OrganizationA strategy can guide you, but a movement transforms you. When customer experience shifts from being a set of goals on paper to a shared purpose that people live every day, that’s when real cultural change begins. About the Episode: Most organizations have a customer experience strategy written down somewhere — but few have managed to turn it into a true CX movement that inspires people at every level. In this episode of the Etech Leadership Table CX Podcast, Melissa Wood sits down with Katie Stabler, CX Expert, consultant, and author of the CX-ISM to uncover what it takes to move be...
2025-09-1129 minLeadership and CX PodcastFrom CX Strategy to CX Movement: How to Ignite Cultural Transformation Across Your OrganizationA strategy can guide you, but a movement transforms you. When customer experience shifts from being a set of goals on paper to a shared purpose that people live every day, that’s when real cultural change begins. About the Episode: Most organizations have a customer experience strategy written down somewhere — but few have managed to turn it into a true CX movement that inspires people at every level. In this episode of the Etech Leadership Table CX Podcast, Melissa Wood sits down with Katie Stabler, CX Expert, consultant, and author of the CX-ISM to uncover what it takes to move be...
2025-09-1129 min
Leadership and CX PodcastThe Science of Emotional Intelligence: Transforming CX & Employee ExperienceThe best experiences are built on empathy.Because before people remember what you said or did, they remember how you made them feel. That’s the real science of emotional intelligence in action. About the Episode: Behind every customer conversation and every team interaction is something deeper — a brain at work, an emotion at play, and a connection waiting to happen. In this episode of the Etech Leadership Table CX Podcast, Melissa Wood sits down with Sandra Thompson — emotional intelligence coach, TEDx speaker, and author — to explore how psychology and neuroscience can shape better experiences for both customers and employees. This isn’...
2025-09-0951 minLeadership and CX PodcastThe Science of Emotional Intelligence: Transforming CX & Employee ExperienceThe best experiences are built on empathy.Because before people remember what you said or did, they remember how you made them feel. That’s the real science of emotional intelligence in action. About the Episode: Behind every customer conversation and every team interaction is something deeper — a brain at work, an emotion at play, and a connection waiting to happen. In this episode of the Etech Leadership Table CX Podcast, Melissa Wood sits down with Sandra Thompson — emotional intelligence coach, TEDx speaker, and author — to explore how psychology and neuroscience can shape better experiences for both customers and employees. This isn’...
2025-09-0951 min
Leadership and CX PodcastThe Now of Contact Centers: Bridging the Gap Between High Tech and High TouchThe contact center is no longer just about answering calls — it’s about answering to a new era. One where AI meets empathy, and insights drive every interaction. About the Episode: Contact centers are undergoing a seismic shift. Customers demand faster, smarter, and more personalized service. Leaders are racing to align technology, teams, and strategy — often all at once. So how do you lead when everything is changing… right now? In this episode of the Etech Leadership Table & CX Podcast, we dive deep into “The Now” of contact centers with industry leader Kate Brouse and Melissa Wood. This conversation goes beyond buzzwords...
2025-07-2200 minLeadership and CX PodcastThe Now of Contact Centers: Bridging the Gap Between High Tech and High TouchThe contact center is no longer just about answering calls — it’s about answering to a new era. One where AI meets empathy, and insights drive every interaction. About the Episode: Contact centers are undergoing a seismic shift. Customers demand faster, smarter, and more personalized service. Leaders are racing to align technology, teams, and strategy — often all at once. So how do you lead when everything is changing… right now? In this episode of the Etech Leadership Table & CX Podcast, we dive deep into “The Now” of contact centers with industry leader Kate Brouse and Melissa Wood. This conversation goes beyond buzzwords...
2025-07-2200 min
Leadership and CX PodcastThe Future of Customer Success: What’s Next?It’s not just about retaining customers anymore — it’s about redefining success itself. Customer success has entered a new era — one shaped by AI, rising expectations, and shrinking patience. Today’s CX leaders face mounting pressure to boost retention, increase renewals, and prove impact — with fewer resources and higher accountability. So what’s the future of customer success? And how can leaders stay ahead of what’s coming next? About the Episode: In this episode of the Etech Leadership Table & CX Podcast, customer success expert Aaron Thompson joins Manu Dwievedi for a real talk on how customer experience and success teams can st...
2025-07-0100 minLeadership and CX PodcastThe Future of Customer Success: What’s Next?It’s not just about retaining customers anymore — it’s about redefining success itself. Customer success has entered a new era — one shaped by AI, rising expectations, and shrinking patience. Today’s CX leaders face mounting pressure to boost retention, increase renewals, and prove impact — with fewer resources and higher accountability. So what’s the future of customer success? And how can leaders stay ahead of what’s coming next? About the Episode: In this episode of the Etech Leadership Table & CX Podcast, customer success expert Aaron Thompson joins Manu Dwievedi for a real talk on how customer experience and success teams can st...
2025-07-0100 min
Leadership and CX PodcastThe Future of AI in Contact Centers: Balancing Technology and the Human TouchDiscover how AI is transforming customer service — not replacing people, but empowering them to deliver exceptional experiences. About the Episode: In today’s fast-moving CX world, AI is no longer a buzzword—it’s a reality. But the real question isn’t if AI belongs in contact centers. It’s how we can use it to create better human experiences. In this episode of the Etech Leadership Table and CX Podcast, Manu Dwievedi and Matthew Fishbein share expert insights into how AI is reshaping customer interactions. They explore how technologies like automation and predictive analytics can take over repetitive tasks, allowing agents...
2025-06-1000 minLeadership and CX PodcastThe Future of AI in Contact Centers: Balancing Technology and the Human TouchDiscover how AI is transforming customer service — not replacing people, but empowering them to deliver exceptional experiences. About the Episode: In today’s fast-moving CX world, AI is no longer a buzzword—it’s a reality. But the real question isn’t if AI belongs in contact centers. It’s how we can use it to create better human experiences. In this episode of the Etech Leadership Table and CX Podcast, Manu Dwievedi and Matthew Fishbein share expert insights into how AI is reshaping customer interactions. They explore how technologies like automation and predictive analytics can take over repetitive tasks, allowing agents...
2025-06-1000 min
Leadership and CX PodcastLeading Across Generations Bridging the Gap in the WorkplaceOne team. Four generations. Countless perspectives. Here’s how to lead them all — without losing your mind. About the Episode: In today’s workplace, it’s not just about managing tasks — it’s about managing mindsets. From Gen Z fresh out of college to Boomers with decades of experience, each generation brings its own strengths, struggles, and styles to the table. In this episode of the Etech Leadership Table and CX Podcast, Melissa and Fabiola get real about what it takes to lead across generations — the misunderstandings, the “aha” moments, and everything in between. Why You Should Watch: Decode the Generational Divide Un...
2025-05-2000 minLeadership and CX PodcastLeading Across Generations Bridging the Gap in the WorkplaceOne team. Four generations. Countless perspectives. Here’s how to lead them all — without losing your mind. About the Episode: In today’s workplace, it’s not just about managing tasks — it’s about managing mindsets. From Gen Z fresh out of college to Boomers with decades of experience, each generation brings its own strengths, struggles, and styles to the table. In this episode of the Etech Leadership Table and CX Podcast, Melissa and Fabiola get real about what it takes to lead across generations — the misunderstandings, the “aha” moments, and everything in between. Why You Should Watch: Decode the Generational Divide Un...
2025-05-2000 min
Leadership and CX PodcastCan Your Business Hear the Whispers Before the Scream?Discover How to Transform Customer Signals Into Success Every customer interaction tells a story. Some are loud and obvious, but most begin as whispers—small signals of satisfaction or frustration. The challenge is: Can your business recognize these whispers before they turn into screams? In this Etech Leadership and CX Podcast, our expert panel explores how catching these early signals can redefine your business strategies. From actionable advice to proven solutions, this conversation is your key to unlocking new possibilities. Why You Need to Watch This Podcast: Catch Issues Before They Escalate: Learn how to identify small signs of customer dissat...
2025-01-1000 minLeadership and CX PodcastCan Your Business Hear the Whispers Before the Scream?Discover How to Transform Customer Signals Into Success Every customer interaction tells a story. Some are loud and obvious, but most begin as whispers—small signals of satisfaction or frustration. The challenge is: Can your business recognize these whispers before they turn into screams? In this Etech Leadership and CX Podcast, our expert panel explores how catching these early signals can redefine your business strategies. From actionable advice to proven solutions, this conversation is your key to unlocking new possibilities. Why You Need to Watch This Podcast: Catch Issues Before They Escalate: Learn how to identify small signs of customer dissat...
2025-01-1000 min
Leadership and CX PodcastGamifying Success: How Technology-Driven Employee Engagement Transforms StartupsWelcome 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 sta...
2024-09-2600 minLeadership and CX PodcastGamifying Success: How Technology-Driven Employee Engagement Transforms StartupsWelcome 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 sta...
2024-09-2600 min
Leadership and CX PodcastUnlocking the Power of Conversation Analytics: Transform Your Contact Center PerformanceAre 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 op...
2024-08-2700 minLeadership and CX PodcastUnlocking the Power of Conversation Analytics: Transform Your Contact Center PerformanceAre 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 op...
2024-08-2700 min
Leadership and CX PodcastVoice of the Employee: Building a Contact Center Culture Where Everyone Feels Heard and ValuedJoin 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.
2024-08-0700 min
Leadership and CX PodcastThe Rise of the Humans: Augmenting Agents in an AI-Powered WorldAre 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 o...
2024-08-0600 min
Leadership and CX PodcastThe Rise of the Humans: Augmenting Agents in an AI-Powered WorldAre 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 o...
2024-08-0500 minLeadership and CX PodcastThe Rise of the Humans: Augmenting Agents in an AI-Powered WorldAre 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 o...
2024-08-0500 min
Leadership and CX PodcastThe Bruce Lee Theory: Balancing Service and Extreme OwnershipAre 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 succes...
2024-07-1900 minLeadership and CX PodcastThe Bruce Lee Theory: Balancing Service and Extreme OwnershipAre 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 succes...
2024-07-1900 minLeadership and CX PodcastVoice of the Employee: Building a Contact Center Culture Where Everyone Feels Heard and ValuedJoin 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.
2024-07-0400 minLeadership and CX PodcastVoice of the Employee: Building a Contact Center Culture Where Everyone Feels Heard and ValuedJoin 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.
2024-07-0400 min
Leadership and CX PodcastThe Human Touch in a Tech-Driven World: Striking the Balance for Optimal ExperiencesJoin 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.
2024-05-0300 minLeadership and CX PodcastThe Human Touch in a Tech-Driven World: Striking the Balance for Optimal ExperiencesJoin 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.
2024-05-0300 min
Leadership and CX PodcastThe CX Success Recipe By Shep HykenJoin 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.
2024-03-1400 minLeadership and CX PodcastThe CX Success Recipe By Shep HykenJoin 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.
2024-03-1400 min
Leadership and CX PodcastEmotional Intelligence in Leadership: The Power of EQEmotional Intelligence (EQ) is not just a buzzword; it's the backbone of successful leadership.
2024-01-0900 minLeadership and CX PodcastEmotional Intelligence in Leadership: The Power of EQEmotional Intelligence (EQ) is not just a buzzword; it's the backbone of successful leadership.
2024-01-0900 min
Leadership and CX PodcastFive Critical Components of a Winning CultureIn 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.
2023-12-2000 minLeadership and CX PodcastFive Critical Components of a Winning CultureIn 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.
2023-12-2000 min
Leadership and CX PodcastThe 6 Critical Leadership Practices for Leading Your Team to Success-Part 2In 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.
2023-11-2900 minLeadership and CX PodcastThe 6 Critical Leadership Practices for Leading Your Team to Success-Part 2In 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.
2023-11-2900 min
Leadership and CX PodcastThe 6 Critical Leadership Practices for Leading Your Team to Success-Part 1In 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.
2023-11-1600 minLeadership and CX PodcastThe 6 Critical Leadership Practices for Leading Your Team to Success-Part 1In 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.
2023-11-1600 min
Leadership and CX PodcastAm I Fit To Work Remotely?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.
2023-11-0900 minLeadership and CX PodcastAm I Fit To Work Remotely?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.
2023-11-0900 min
Leadership and CX PodcastActionable Insights for Maximizing Customer and Agent Experience in Contact CentersAttrition is still a very hot topic in the contact center industry. For contact centers their talented workforce is the key to delivering great customer experiences.
2023-10-2000 minLeadership and CX PodcastActionable Insights for Maximizing Customer and Agent Experience in Contact CentersAttrition is still a very hot topic in the contact center industry. For contact centers their talented workforce is the key to delivering great customer experiences.
2023-10-2000 min
Leadership and CX PodcastThe Role of Innovation in CX | How to Stay Ahead of Changing Customer ExpectationsIn 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.
2023-10-1600 minLeadership and CX PodcastThe Role of Innovation in CX | How to Stay Ahead of Changing Customer ExpectationsIn 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.
2023-10-1600 min
Leadership and CX PodcastChange Your Selling Game With Empathy And AuthenticityIn 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 empa...
2023-08-2400 minLeadership and CX PodcastChange Your Selling Game With Empathy And AuthenticityIn 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 empa...
2023-08-2400 min
Leadership and CX PodcastHow To Lead With Empathy: Nurturing Strong RelationshipsIn 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. Empat...
2023-08-2400 minLeadership and CX PodcastHow To Lead With Empathy: Nurturing Strong RelationshipsIn 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. Empat...
2023-08-2400 min
Leadership and CX PodcastDoes AI Play A Role In Improving An Agent’s Life?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.
2023-08-1700 minLeadership and CX PodcastDoes AI Play A Role In Improving An Agent’s Life?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.
2023-08-1700 min
Leadership and CX PodcastChange Your Selling Game with Empathy and AuthenticityIn today's competitive business landscape, sales professionals are recognizing the importance of incorporating empathy and authenticity into their selling process.
2023-07-2700 min
Leadership and CX PodcastHow to Lead With Empathy: Nurturing Strong Relationships while Driving ResultsIn 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. [...]
2023-07-2600 min
Leadership and CX PodcastMindful Communication: Fostering Connection and TrustCommunication 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...
2023-07-1200 minLeadership and CX PodcastMindful Communication: Fostering Connection and TrustCommunication 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...
2023-07-1200 min
Leadership and CX PodcastMindful Communication: Fostering Connection and TrustCommunication is the most important part of any relationship; be it personal or professional.
2023-07-1000 min
Leadership and CX PodcastThe Future of Contact Center Leadership – What Needs To Be ChangedA true leader keeps changing and improving as and when the situation demands.
2023-06-2200 minLeadership and CX PodcastThe Future of Contact Center Leadership – What Needs To Be ChangedA true leader keeps changing and improving as and when the situation demands.
2023-06-2200 min
Leadership and CX PodcastThe Future of Contact Center Leadership – What Needs To Be ChangedA true leader keeps changing and improving as and when the situation demands.
2023-06-2100 min
Leadership and CX PodcastActionable Insights for Maximizing Customer and Agent Experience in Contact CentersAttrition is still a very hot topic in the contact center industry. For contact centers their talented workforce is the key to delivering great customer experiences.
2023-05-2600 min
Leadership and CX PodcastThe Future of Customer Service with AI-Enabled Contact CentersHere 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.
2023-05-1100 min
Leadership and CX PodcastThe Future of Customer Service with AI-Enabled Contact CentersThere 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 ca...
2023-05-0500 minLeadership and CX PodcastThe Future of Customer Service with AI-Enabled Contact CentersThere 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 ca...
2023-05-0500 min
Leadership and CX PodcastThe Role of Innovation in CX: How to Stay Ahead of Changing Customer ExpectationsIn 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.
2023-05-0400 min
Leadership and CX PodcastInsights To Impact Amplify Call Centre Success With A Data Driven CultureRelying on unstructured data and assumptions has always been an unsuccessful strategy.
2023-04-1900 minLeadership and CX PodcastInsights To Impact Amplify Call Centre Success With A Data Driven CultureRelying on unstructured data and assumptions has always been an unsuccessful strategy.
2023-04-1900 min
Leadership and CX PodcastInsights To Impact Amplify Call Centre Success With A Data Driven CultureRelying on unstructured data and assumptions has always been an unsuccessful strategy.
2023-03-3100 min
Creative Retail Talks with Clint O'RearRevisit Servant Leadership and Company Culture with Jim IyoobWhen your company has a Dean of Leadership Development and twelve Character Commitments, you know they take servant leadership seriously. Jim Iyoob, Chief Customer Officer of Etech Global Services, shares the culture that began with a vision “to make a remarkable difference for each other” — clients, team members, and community. KEY TAKEAWAYS Etech is an outsourced contact center that has organically grown from 400 to 3500 employees that focuses on making a remarkable difference for their customers Continuous growth and training are essential for all levels of employees Servant leadership comes down to treating your people, customers...
2023-02-0727 min
Leadership and CX PodcastHow is Live Chat Changing the CX Game?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.
2022-12-2800 minLeadership and CX PodcastHow is Live Chat Changing the CX Game?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.
2022-12-2800 min
Leadership and CX PodcastThe detour – Attrition to RetentionYour agent is your entire company, your brand to that one customer that they are talking to. As we are increasing the data utilization in the CX space, we really need to up our focus on Agent Experience that is going to deliver defined positive customer experience.
2022-12-2000 minLeadership and CX PodcastThe detour – Attrition to RetentionYour agent is your entire company, your brand to that one customer that they are talking to. As we are increasing the data utilization in the CX space, we really need to up our focus on Agent Experience that is going to deliver defined positive customer experience.
2022-12-2000 min
Leadership and CX PodcastThe Impact of Servant Leadership on Employee EmpowermentThere are a lot of myths about Servant Leadership and we are going to debunk them in this podcast.
2022-11-1000 minLeadership and CX PodcastThe Impact of Servant Leadership on Employee EmpowermentThere are a lot of myths about Servant Leadership and we are going to debunk them in this podcast.
2022-11-1000 min
Leadership and CX PodcastThe Changing Face of Contact Center Operations – Where Are We Heading?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, un...
2022-07-0500 minLeadership and CX PodcastThe Changing Face of Contact Center Operations – Where Are We Heading?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, un...
2022-07-0500 min
Leadership and CX PodcastHow Human Resources Helps in Creating Better Customer ExperiencesWhat 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 n...
2022-06-3000 minLeadership and CX PodcastHow Human Resources Helps in Creating Better Customer ExperiencesWhat 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 n...
2022-06-3000 min
Leadership and CX PodcastHow to Create a Passionate Workforce?In this podcast, Etech’s Chief Operations Officer, Kaylene Eckels discusses the most important characteristics of servant leaders.
2022-05-2400 minLeadership and CX PodcastHow to Create a Passionate Workforce?In this podcast, Etech’s Chief Operations Officer, Kaylene Eckels discusses the most important characteristics of servant leaders.
2022-05-2400 min
Leadership and CX PodcastDriving CX Success By Leveraging Customer InsightsTune 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.
2022-02-2300 minLeadership and CX PodcastDriving CX Success By Leveraging Customer InsightsTune 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.
2022-02-2300 min
Leadership and CX PodcastHOW TO ENSURE DATA PRIVACY AND DATA SECURITY IN THE CONTACT CENTER?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 prote...
2022-01-2700 minLeadership and CX PodcastHOW TO ENSURE DATA PRIVACY AND DATA SECURITY IN THE CONTACT CENTER?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 prote...
2022-01-2700 min
Leadership and CX PodcastIntegrating Human and Artificial Intelligence to Improve Customer ExperienceCustomers 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
2021-11-2300 minLeadership and CX PodcastIntegrating Human and Artificial Intelligence to Improve Customer ExperienceCustomers 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
2021-11-2300 min
Leadership and CX PodcastWellbeing Leadership Suggestions – Leading from the Front PodcastHere 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.
2021-03-1800 minLeadership and CX PodcastWellbeing Leadership Suggestions – Leading from the Front PodcastHere 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.
2021-03-1800 min
Leadership and CX PodcastSetting Big Goals – Leading From the FrontListen 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.
2021-03-1800 minLeadership and CX PodcastSetting Big Goals – Leading From the FrontListen 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.
2021-03-1800 min
Leadership and CX PodcastMake a Remarkable Difference – Leading From the Front!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...
2021-03-1800 minLeadership and CX PodcastMake a Remarkable Difference – Leading From the Front!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...
2021-03-1800 min