CH Consulting Group Consultant Roundtable #2 – Jim Iyoob

Welcome to our second episode of the Consultant Round Table!

Join us for an insightful discussion with Jim Iyoob, CCO of Etech, as we explore the latest trends in customer experience and contact center technology in our second consultant roundtable video. Jim shares his journey and expertise, highlighting how Etech has grown from 400 to 3,600 employees through continuous innovation.

Key Highlights:

• AI and Speech Analytics: The early adoption of AI to enhance human roles in contact centers.
• Customer Experience: The focus on behaviors over scores for improved service and efficiency.
• Coaching and Development: Providing actionable insights for coaches and promoting agents to analytical roles.
• Industry Trends and Advice: The future of AI in customer experience, the importance of data-driven decisions, and starting small to focus on key issues.

Jim emphasizes the need for strategic planning and the use of data to drive decisions. Don’t miss his valuable insights on enhancing customer experience and operational efficiency!

Watch the full video to learn how E-tech and CH Consulting Group can help your organization stay ahead of the curve.