My team just returned from the annual PACE National Conference and Expo. PACE stands for Professional Association for Customer Engagement.\u00a0 It is a non-profit organization dedicated to the advancement of companies that use a multi-channel approach to engage their customers.<\/p>\n
Every year this conference proves to be packed full of information about upcoming trends in our industry as well as changing laws and regulations that we are expected to know and implement. However, this conference is also incredibly fun!\u00a0 Why, you may ask?\u00a0 Because of the people.<\/p>\n
Yes, PEOPLE. When you get right down to it, everything we do, everything that anyone does, is really all about PEOPLE.\u00a0 We live in an age where technology allows us to do so many things that even a decade ago, no one could have imagined. Yet, in the process of learning to use new technology, it\u2019s very important to keep in mind the very fundamental fact that it\u2019s really all about PEOPLE.<\/p>\n
This past week, I was reminded of that as I had the opportunity to meet and speak with many people who make their living dealing with people in what we call, the Call Center Industry.\u00a0 It struck me: although I love technology and what it allows me to do, there is nothing that can compare with face-to-face or as in our industry, voice-to-voice human contact.<\/p>\n
Out of all of the phenomenal sessions we had the opportunity to hear this past week, a favorite was: Science Hour: The Power of Engaging Conversations<\/strong><\/u><\/em>. Why? Because this particular session dealt with the human condition.\u00a0 The importance of having engaging conversations that lead to higher customer satisfaction, loyalty and repeat buying.<\/p>\n Do you notice that? What leads to customer satisfaction and loyalty?\u00a0 Conversations!Engaging conversations. Engaging conversations require that human connection. When a customer has the opportunity to connect with a real, live human they feel valued, they feel they\u2019ve been heard and they tend to come back because they\u2019ve made a connection.<\/p>\n Here at Etech, as we continue through 2014 and beyond, we will stay on top of new and emerging technologies, we will keep up with changing regulations and new laws that affect our industry but the most important aspect of our strategy going forward will continue to be PEOPLE.\u00a0 It\u2019s PEOPLE that we serve, it\u2019s PEOPLE that we deal with every day and it\u2019s PEOPLE who will continue to be at the center of everything we do.\u00a0 That is the best Global Strategyfor 2014 and beyond.<\/p>\n","protected":false},"excerpt":{"rendered":" My team just returned from the annual PACE National Conference and Expo. PACE stands for Professional Association for Customer Engagement.\u00a0 […]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"om_disable_all_campaigns":false,"episode_type":"","audio_file":"","podmotor_file_id":"","podmotor_episode_id":"","cover_image":"","cover_image_id":"","duration":"","filesize":"","filesize_raw":"","date_recorded":"","explicit":"","block":"","itunes_episode_number":"","itunes_title":"","itunes_season_number":"","itunes_episode_type":"","footnotes":""},"categories":[154],"tags":[209],"class_list":["post-25648","post","type-post","status-publish","format-standard","hentry","category-blog","tag-global-strategy"],"acf":[],"_links":{"self":[{"href":"https:\/\/demo.etslabs.ai\/etech26\/wp-json\/wp\/v2\/posts\/25648","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/demo.etslabs.ai\/etech26\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/demo.etslabs.ai\/etech26\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/demo.etslabs.ai\/etech26\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/demo.etslabs.ai\/etech26\/wp-json\/wp\/v2\/comments?post=25648"}],"version-history":[{"count":0,"href":"https:\/\/demo.etslabs.ai\/etech26\/wp-json\/wp\/v2\/posts\/25648\/revisions"}],"wp:attachment":[{"href":"https:\/\/demo.etslabs.ai\/etech26\/wp-json\/wp\/v2\/media?parent=25648"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/demo.etslabs.ai\/etech26\/wp-json\/wp\/v2\/categories?post=25648"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/demo.etslabs.ai\/etech26\/wp-json\/wp\/v2\/tags?post=25648"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}