Author Bio

Jim Iyoob is the Chief Customer Officer for Etech Global Services. He has responsibility for Etech’s strategy, marketing, business development, IT, program implementation, 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.

Blogs of Jim Iyoob

What are the Best Customer Experience Trends Your Brand Needs to Watch for in 2021?

By |2021-07-08T08:22:43-06:00July 8, 2021|

We have already passed the first quarter of 2021 and if your brand has not yet started preparing for your customers’ changing expectations in the New Year, you are missing the boat!

Why Coaching and Learning Tools Are Integral to Your QA Program?

By |2021-06-03T10:24:37-06:00May 26, 2021|

Every business needs to be constantly on the lookout for new ways to evolve. If you want to make meaningful progress as a company, one of the best things you can do is seek out new opportunities for growth and improvement.

Why is Effective Quality Monitoring the Secret to Improve Your Brand’s Customer Experience?

By |2021-05-22T14:54:13-06:00April 26, 2021|

Call quality monitoring is the key to understanding customer experience and is also the most crucial element in identifying trends in customer expectations. While this may have always been an underlying goal of most call quality monitoring, accurately measuring customer experience has been quite challenging. If we look back to the past, we will see that the early call monitoring efforts focused on improving call quality through improved team members’ consistency and call handling. But that only helped companies develop call quality criteria which measured compliance with internal processes and policies, not necessarily translating to a better customer experience.

How to Become a Preferred Brand of Choice for Customers?

By |2021-05-22T14:55:15-06:00March 22, 2021|

Expecting the best customer service is not just the right of customers, but a necessity. With buyer preferences constantly changing and evolving, contact center quality monitoring is not only a goal to be achieved but rather a continuous journey of optimization. As a result, organizations must always fine-tune their quality monitoring parameters to ensure that they stay effective.

What are Some Effective Ways to Empower and Improve Contact Center Performance?

By |2021-05-22T14:56:26-06:00February 5, 2021|

Contact centers continue to evolve as an integral component of the telecommunications, insurance, e-commerce, and banking sectors. To reach your company goals, it is important that team members stay motivated and empowered. Effective coaching of call center agents can translate to a direct increase in sales and help improve the overall customer experience. But what are effective ways to make sure team members are empowered? How can you provide feedback that fuels change?

How to Take Your Contact Center to the Next Level with Effective Quality Assurance?

By |2021-05-22T14:58:34-06:00December 28, 2020|

Customer experience can be understood as the direct interaction between the customer buying a product and the representative of the business that is selling the product. Most businesses realize that this interaction is important when it comes to building customer loyalty because customers are unlikely to return if they don’t like the quality of service that they receive. For this reason, it is essential for every business to employ an effective contact center quality assurance approach. Having a quality assurance program will give your contact center the ability to monitor agent performance while revealing actionable insights for making necessary improvements to ensure your center is always on the right track. Below are some of the ways in which effective contact center quality assurance can take your contact center to the next level.

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