Jim Iyoob

Chief Customer Officer Etech Global Services

A leader, a speaker, a consultant, an advisor with 30+ years of contact center outsourcing experience in inbound, outbound, chat operations, quality monitoring, and social media management services.

Jim Iyoob is the Chief Customer Officer for Etech Global Services. He has responsibility for Etech’s strategy, marketing, business development, IT, program implementation, and operational excellence and product development across all Etech’s existing lines of business – Etech, Etech Insights, ETS & Etech Social Media Solutions. He is passionate, driven, and an energetic business leader with a strong desire to remain ahead of the curve in outsourcing solutions and service delivery. Jim has 30 years of experience in inbound, outbound, chat, analytics, AI and social media. Jim has an impeccable track record of innovation and advanced business intelligence. He has been instrumental in setting up services for the customers needing quick and apt solutions for their daily customer experience needs. Jim has an exceptional understanding of the customers’ products, their requirements & processes, and complete analysis to provide the right kind of solution. This has helped him develop, implement, and retain some of the most successful, award-winning programs that deliver consistent ROI. The gained experience over the previous years has enabled him to be a subject matter expert for call center solutions.

He is passionate, driven, and an energetic business leader with a strong desire to remain ahead of the curve in outsourcing solutions and service delivery.

Due to his level of expertise, Jim has been featured in numerous publications including CIO Review, Contact Center Pipeline, Connections Magazine, and was also listed as one of the ‘Top 20 Influential People to Follow’ on Twitter by “Iwantitnow”.

The gained experience over the past 30+ years has enabled him to be a subject matter expert for call center solutions.

Jim has co-authored three books with his lifelong friend, mentor, and coach, Matt Rocco:

Quality Monitoring in a Contact Center: Quality Monitoring in a Contact Center: Making Sure Your Contact Center Works for Your Business The Future of Contact Centers: Leveraging People, Processes & Artificial Intelligence. Delivering Customer Experience That Matter: Combining Human Intelligence with Artificial Intelligence to Delight Your Customers and Gain Market Share

In addition to his responsibility at Etech, Jim likes to spend his spare time volunteering for various charitable organizations including the Nacogdoches County Chamber of Commerce, the United Way of Nacogdoches County, Boys and Girls Club of East Texas, and the Glory Gang Ministry, a Christian service organization that is dedicated to assisting and teaching disadvantaged youth.

Jim is married to his darling wife, Kelci. They have raised three children – Michael, Brianna, and Kylee.

Tuesday, August 25, 2020

Tuesday, August 25th, 2020

8:15 AM CX Architecture: Using Agent Insights to Design a Remarkable Experience

  • Why organizations should focus on agent performance for a better CX
  • How agent performance impacts overall contact center performance and CX
  • The significance of agent training and development to increase CX
  • Leverage agent performance data to enhance personalized customer interactions 
  • Using agent insights to build out chatbots to be more effective