Shawndra Tobias

AVP, Customer Experience Etech

Shawndra Tobias is Etech’s AVP of Customer Experience. She has been with Etech since 2000 and has served in various roles including OSS Reporting Specialist, Account Leader, Project Manager and Sr. Director of Operations. In her current role, she determines operational strategies by collection, cleaning and analysis of interaction data that assists clients in delivering an optimized customer experience and enhanced performance. Shawndra is directly responsible for creating frameworks for call center analytics, QA product development and iterative machine learning that establishes a strong data foundation for robust analytics to be performed. Additionally, she • Maintains and improves call center operations by monitoring performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analysis; managing system and process improvement and quality assurance programs; installing upgrades. • Support organizational growth through servant leadership and providing strategic client direction, building new relationships as well as ensuring that client projects are delivered according to schedule. Shawndra has over 25 years contact center experience, of which a third of that has been spent in reporting and analytics. She received her professional certification in Data Science from The Johns Hopkins University. She also has Project Management experience applying PMI philosophy.

Thurs, Jan 28 - Workforce 2021

Thursday, January 28th, 2021

1:00 PM CX: The Future of Training and Development for the Modern Agent is Here

"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.


Key Takeaways

- 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"