BTOES Insights Official
By
May 06, 2019

2019 AWARD FINALIST SPOTLIGHT: Etech Global Services - Finalist in the Data Analytics enabling Operational Excellence Category

Read this article about Etech, one of our finalists, in the category Best Achievement in Data Analytics enabling Operational Excellence, selected by the independent judging panel, for the 2019 Business Transformation & Operational Excellence Industry Awards program. Click here to read articles on other finalists.

 

Etech-logo

  

 

pillar%20page%20line%201

 

Few companies are able to boast a nationally recognized quality system that involves both the operations team and an unbiased Quality Assurance team like the process Etech provides. One of the most distinctive value additions that Etech Global Services provides compared to other contact centers is Etech Insights (EI). Etech Insights is an innovative combination of human intelligence with artificial intelligence to capture and analyze 100% of customer interactions. Our Data Scientists then refine large data sets into actionable insights that are used to drive successful behaviors. This result is increased sales conversion, reduced churn, and improved customer experience.

 

Through this division, Etech provides independent insights, recommendations, quality feedback, and compliance assurance. Etech Insights has evolved beyond mere checklists and instead targets reducing customer effort and improving agent behaviors and processes in order to enhance customer experience.

 

Copy of Provide an Excellent Customer Experience with the perfect Mobile Customer Journey. (24) 

Etech uses Six Sigma processes to drive quality, improve performance, and gather key business intelligence which provides your leaders with the actionable data they need to make important business decisions. Etech recognizes that the quality and accuracy of each program is critical to maintaining a positive customer experience and Etech utilizes this process to ensure our agents are delivering a remarkable experience to these consumers in their needs. With Etech Insights process to ensure all information given to the customer is accurate and clearly defined, thereby ensuring a positive experience for all our customers.

 

Best Achievement in Data Analytics enabling operational excellence - Jim Iyoob

 

The Etech Insights team is comprised of over 200 data scientists monitoring over 1,000,000 interactions each month, which incorporates and scores customer sentiments on every interaction. Our quality and data analysts work as a third party to provide quality feedback and ensure performance and insights around Customer Experience that result in actionable insights. Etech’s approach to quality is that it is not enough to simply ‘checkboxes’, but focus on reducing customer effort and improving processes to further enhance customer experience. Etech Insights reporting tools provide actionable data and feedback that goes beyond basic quality issues, to help our customers enhance service offerings and improve coaching tactics.

 

Etech Insights reporting tools provide actionable data for coaching and feedback that goes beyond basic quality issues that our customers can use to enhance service offerings. This team provides unbiased feedback directly to the Operational teams allowing them to coach and develop their team members more effectively.

 

Etech has seen the dramatic impacts customer emotions can have on the company’s overall campaign, and uses these experiences to continuously take steps towards improving analysis and harnessing the power of human intelligence. Etech’s data analytics systems work along with business intelligence tools, analytical tools, and operational data to produce information of competitive value for our customers to improve decision making. Etech also gathers critical business intelligence data from each customer interaction. We do everything with the highest integrity and quality possible.

 

pillar%20page%20line%201

About the Awards

The Business Transformation & Operational Excellence Awards have been established to showcase globally the most outstanding organizational achievements through the application of Operational Excellence programs. Click here to view the Press Release.

The winners for all categories and for The Platinum Awards will be announced at The Business Transformation & Operational Excellence Summit & Industry Awards on Wednesday March 20th, 2019, from 6.30pm, in the Venetian Ballroom at the Loews Portofino Bay Hotel at Universal Orlando Resort®. 

The Business Transformation & Operational Excellence Awards are open to all organizations, both private and public sector, across the globe, which have implemented Operational Excellence programs to deliver outstanding business results.

The 2019 Awards will be held in conjunction with the Business Transformation & Operational Excellence World Summit on March 20, 2019 in the Venetian Ballroom at the Loews Portofino Bay Hotel at Universal Orlando™

 

pillar%20page%20line%201

BTOES.com

The issues in this article are just one of topic areas that are going to be discussed at the Business Transformation & Operational Excellence World Summit & Industry (BTOES19). March 18-22, 2019, Loews Portofino Bay Hotel at Universal Orlando Resort®

BTOES is the industry’s biggest and best, senior-level, cross-industry gathering of Business Transformation & Operational Excellence industry leaders and senior executives.

It also hosts the Business Transformation & Operational Excellence Awardswhich showcase globally the most outstanding organizational achievements through the application of Operational Excellence programs.

The summits hosts a number of private forums for C-Level & Global corporate-level leaders as well as business unit heads.

With over 150 speakers, over 100 sessions, 12 Keynotes, 9 Track Themes, 5 parallel tracks, 60+ track sessions, 50 roundtable discussions, 20 Interactive Workshops, 6 Thought Leader Panels, 5 Leaders Boardrooms, 5 co-located events, the Industry Awards Program, Site Visits, 20+ hours of social networking including 2 gala cocktail parties, dinners, numerous group activities, this is the ultimate event to benchmark, network and drive Operational Excellence to the next level.

 

Quick Links

Speakers

Agenda

BTOES19 Awards

 

There is a strong focus on Cultural Transformation, Customer Delight, Sustaining an Operational Excellence program, Need for end-to-end Business Transformation, Keeping up with new technologies/impact of digitalization and Leadership Buy-in & Understanding. We dedicated two tracks to advanced technologies, such as AI, Machine Learning, RPA, Predictive Analytics, Blockchain, Cloud infrastructure etc.

The agenda is designed to encourage active meaningful conversations though all day enhanced networking and interaction opportunities, including

  • All-day Refreshment & Themed Breaks

  • 1¼ Hour Hot Breakfast Networking Sessions

  • 1½ Hour Hot Plated Networking Lunches with Topic & Industry Sector focussed tables

  • 1½ Hour Roundtable Sessions by Topic & Industry Sector.

  • Keynote & Themes Panel Sessions

  • Hosted Welcome Receptions from 5.30pm

  • Expanded more lavish Awards Program

  • Newly launched Night Summit for attendees to meet after dinner

For more information or to discuss the summit in more detail please schedule a call below,

Click here to schedule a call. 


Download the most comprehensive OpEx Resport in the Industry

The Largest Leadership-Level Business Transformation & Operational Excellence Event

The Business Transformation & Operational Excellence Industry Awards

Welcome to BTOES Insights, the content portal for Business Transformation & Operational Excellence opinions, reports & news.

------------------------------ 

EXCLUSIVE SERIES: BTOES17 VIDEO PRESENTATIONS

Full-length speaking sessions from the Business Transformation & Operational Excellence World Summit, accompanied by featured articles from the Speakers themselves.

WATCH NOW

-------------------------------

Submit an Article

Become a Regular Contributor

504x672
AWARD 2019-1
Copy of Copy of btoes19
Subscribe to Business Transformation & Operational Excellence Insights Now
btoes19.png
png
certificate
png
btoes19healthcare
png
3-30
png
Copy of Copy of btoes19 (1)
png

Featured Content

  • Best Achievement of Operational Excellence in Technology & Communications: IBM
  • Best Achievement of Operational Excellence in Oil & Gas, Power & Utilities: Black & Veatch
  • Best Achievement in Cultural Transformation to deliver a high performing Operational Excellence culture: NextEra Energy
   
Operational Excellence Frameworks and Learning Resources, Customer Experience, Digital Transformation and more introductions
  • Intelligent BPM Systems: Impact & Opportunity
  • Surviving_the_IT_Talent_deficit.png
  • Six Sigma's Best Kept Secret: Motorola & The Malcolm Baldrige Awards
  • The Value-Switch for Digitalization Initiatives: Business Process Management
  • Process of Process Management: Strategy Execution in a Digital World

Popular Tags

Operational Excellence Business Transformation Business Improvement Process Management Business Excellence Continuous Improvement Process Optimization process excellence Process Improvement Leadership Premium Change Management Enterprise Excellence Lean Execution Excellence Lean Enterprise Organizational Excellence Lean Six Sigma BTOES18 Capability Excellence Culture Transformation Changing & Improving Company Culture New Technologies end-to-end Business Transformation Execution & Sustaining OpEx Projects Agile Lack of/Need for Resources Leadership Understanding & Buy-In Adapting to Business Trends Changing Customer Demands Failure to Innovate Integrating CI Methodologies Lack of/Need for Skilled Workers Lack of/Need for Support from Employees Maintaining key Priorities Relationships Between Departments Digital Transformation Healthcare and Medical Devices Culture Customer Experience Exclusive BTOES HEALTH BTOES Video Presentations Technology Innovation Strategy Execution Process Automation Report Manufacturing BPM Lean Manufacturing Agility Systems Engineering Process Design Awards Healthcare BTOES Presentation Slides thought leaders Insurance Robotic Process Automation value creation Customer Experience Excellence innovation execution Data Analytics Professional Services Banking and Capital Markets data management White Paper digital operations BTOES19 Consumer Products & Retail Operational Excellence Model Project Management Artificial Intelligence Automotive and Transportation business expansion revenue growth Digital Interview Operational Excellence Example Lean Culture NPS Net Promoter Score Six Sigma Data Frameworks Hoshin Planning Learning organization Pharmaceuticals & Life Sciences Primary Measure of succes Workplace Analytics business process automation investment banking transformation journey BTOES17 Business Growth Client Feedback Strategy Communication Denial Management Education HealthcareTechnologies Hospitality & Construction Human Centered Design Innovation in Healthcare Integrated Decision Approach Integrated Decision Making Kaizen Oil and Gas Pharmaceuticals and Life Sciences Telecommunications Text Mining eHealth master text analytics virtual resource management Announcement BTOES18 Award Winners BTOES18 Awards Communications Infographic Jidoka Learning Resource Oil & Gas Recruitment Supply Chain Management Team The FAST lane