David Carrizales is Senior Vice President over Etech’s On-Shore and Nearshore Operations with an added responsibility for Etech’s Global Training and Development Department. His responsibilities include overseeing Etech’s 6 on-shore centers and our Nearshore, Montego Bay, Jamaica center with focus on contact center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating operations state-of-the-art technologies; defining user requirements; production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews. David has over 21 years of advertising, marketing, BPO and contact center experience which began in Nacogdoches in 2000 with Berry Direct. David started his career as a telephone sales representative. Since that time, David continued to progress through the ranks in various roles including Inside/Outside Sales, Training, Project Manager, Team Leader, Area Sales Manager, Operations Manager, General Manager, AVP, VP with a career spanning over 5 states with Bellsouth, AT&T, and YP Holdings supporting large scale revenue in high capacity centers. With extensive knowledge in multiple platforms including Print, Digital, SEM, SEO, Direct Mail, Mobile, Chat, Inbound/Outbound Sales, Customer Service, Record Retrieval, and DTS David has worked to increase clientele and revenue during his time back with Etech.
"Work from home has become the new normal. 90% of your workforce might be working from home currently and may continue in the future with the current circumstances. With this set-up, the biggest challenge that most of the contact centers are facing is team member productivity and low-performance issues. If these issues are not addressed, the bottom line will be impacted as well as customer relationships.
Pre-COVID, many contact centers were dependent on in person classroom training, live coaching, and a plethora of tangible materials to connect, onboard and develop agents. Fast forward to today, and you will find the most successful companies have taken a drastic pivot to support both agent and CX. In this Master Class, learn the key fundamentals to successfully support today’s modern agent and their training and development journey.
- The role of Leadership in enhancing agent performance
- Why organizations should focus on agent performance for better CX
- Techniques applied to improve CX through human intelligence and artificial intelligence
- Leverage agent performance data to enhance personalized customer interactions
- Uncover personalization opportunities to enhance customer conversion and retention
- How to utilize Customer Insights to define strategies that improve training and coaching effectiveness
- Insights remove the guess work and target behaviors that drive performance"