Editorial
Contact Center
The New Standard in Call Center Analytics Is AI-Driven Insight
Shawndra has been with Etech since 2000 and has served in various roles including OSS Reporting Specialist, Account Leader, Project Manager, Sr. Director of Operations, Asst. Vice President and now Vice President CX. In her current role, she develops and leads the Etech Insights division and determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning and cost/benefit analysis. She identifies and evaluates state-of-the-art technologies, defines user requirements, establishes technical specifications, production, productivity, quality and customer-service standards, contributing information and analyses to organizational strategic plans and reviews.
Shawndra has over 25 years of 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 Johns Hopkins University and is a three-star IBM Recognized Data Expert. She also has extensive Project Management experience applying PMI philosophy. She enjoys volunteering with Keep Lago Vista Beautiful, Wee Rescue, Austin PRIDE, United Way
and Nacogdoches Boys and Girls Club.
She has many achievements under her belt and was recently listed in the ICMI Top 25 CX Thought Leaders as well as the 'Women We Admire' Top 50 Women Leaders of Austin.