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Jim Iyoob
President, ETS Labs | Chief Revenue Officer, Etech Global Services
Jim Iyoob started as a call center agent in the early 1990s. He is still inside contact centers rather than advising from a distance: running operations, making the technology decisions, and living with the consequences of both.
30+
Years in Contact Centers
7
Global Delivery Centers
4,000+
Etech Team Members
#37
CX Hall of Fame Global Top 100
AICX 2026 CX Outsourcing Leader
ICMI Top 25 Thought Leader
Co-author, AI in Contact Centers
Customer Connect Expo Advisory Board
About Jim Iyoob
Jim Iyoob started on the floor as a call center agent in the early 1990s. He is now President of ETS Labs and Chief Revenue Officer at Etech Global Services, a global BPO founded in 2003 that operates seven delivery centers across the United States, India, and Jamaica for Fortune 500 clients.
His career covers the full range of contact center operations: inbound and outbound voice, live chat, inside sales, workforce management, speech analytics, and the practical implementation of AI in production. He evaluates AI from an operator's position rather than a vendor's. He has run the deployments, measured the results, and worked through the failures that do not make it into vendor case studies.
That experience led directly to ETS Labs, which builds AI tools purpose-built for contact center environments. The flagship product, QEval®, scores up to 100 percent of customer interactions across voice, chat, email, and SMS instead of the manual sample most quality programs review. It includes real-time agent assist and a contractual 30 day deployment commitment.
Jim is a recognized voice across the contact center and customer experience industry. He is a regular keynote speaker and panelist at major industry events including Customer Contact Week, Customer Connect Expo, and ICMI. He has appeared on Amazing Business Radio with Shep Hyken, First Contact: Stories of the Call Center, The CX Goalkeeper, the Earley AI Podcast, and Glassix Spotlight, speaking directly to AI integration, quality operations, workforce performance, and the realities of scaling contact center programs.
He serves on the Customer Connect Expo Advisory Board and sat on the Customer Contact Week Advisory Board in 2022. With Matt Rocco he co-authored Quality Monitoring in a Contact Center and AI in Contact Centers, and contributed a chapter to the anthology The AI Revolution. He contributes to CMSWire, Contact Center Pipeline, CIO Review, and Connections Magazine, and was named an ICMI Top 25 Thought Leader in 2023. He ranks number 37 in the CX Hall of Fame Global Top 100 for 2026. He attended DeVry University.
Before his current roles, Jim served as Chief Customer Officer at Etech Global Services, the title referenced in many earlier articles and award listings. He is based in San Antonio, Texas.
Areas of Expertise
AI Quality Monitoring
Coverage of up to 100 percent of interactions through QEval®. Automated scoring, compliance monitoring, and performance evaluation across voice, chat, email, and SMS.
Contact Center AI
NLP engines, sentiment analysis, intent classification, and voice agent systems built for environments handling millions of interactions.
Customer Experience Strategy
End-to-end CX program design connecting operational metrics to business outcomes for enterprise contact center operations.
Speech Analytics
Large-volume speech analytics deployment, vocabulary design, root cause identification, and agent coaching from interaction data.
Workforce Optimization
Scheduling, forecasting, real-time adherence, coaching recommendations, and performance analysis across thousands of concurrent agents.
Global BPO Operations
Multi-site, multi-country contact center management across onshore, nearshore, and offshore delivery models for Fortune 500 clients.
Industry Contributions
Speaking and Conferences
- Customer Contact Week (CCW), keynote and panelist
- Customer Connect Expo
- ICMI Contact Center Conferences
- CH Consulting Group Consultant Roundtable
- Etech Leadership Table (host)
Awards and Recognition
- Customer Experience Outsourcing Leader AICX Awards 2026, announced 19 August 2026
- ICMI Top 25 Thought Leader International Customer Management Institute, 2023
- CX Hall of Fame Global Top 100 Ranked number 37 worldwide, May 2026 award class, influence score 60.4
- Customer Connect Expo Advisory Board Current member
- Customer Contact Week Advisory Board 2022 board
Podcast Appearances
- Amazing Business Radio with Shep Hyken AI and human intelligence in customer service
- The CX Goalkeeper Data-driven culture and AI strategy
- First Contact: Stories of the Call Center Customer expectations and contact center KPIs
- Earley AI Podcast Using data and AI to deliver CX that matters
- Glassix Spotlight Predictive support in the AI era
- Empellor CRM Podcast Why AI will not fix your sales problems
- Etech Leadership Table (host) Leadership, culture, empathy, and AI coaching
Publications and Media
- CMSWire Contributor, customer experience and AI
- The CX Lead Contributing author
- Contact Center Pipeline Industry insights and operational practice
- CIO Review Technology leadership features
- Connections Magazine Contact center strategy and innovation
- Co-author, AI in Contact Centers With Matt Rocco, 2025
- Co-author, Quality Monitoring in a Contact Center With Matt Rocco, 2016
- Co-author, TITLE TBD Awaiting title, co-authors and year
- Co-author, TITLE TBD Awaiting title, co-authors and year
- Co-author, TITLE TBD Awaiting title, co-authors and year
Insights from Jim Iyoob
Podcasts
Podcast
All Etech podcasts →
The Map Has Changed: Rethinking CX Delivery Footprint in an AI-Driven World
Why contact center delivery strategy is shifting from lowest-cost location selection to a blended onshore, nearshore, and offshore mix built around agent skills and quality.
June 2026 PodcastProving Quality at Scale: The New Standard for CX Accountability
Why sample-based quality monitoring fails once volume grows, and how full interaction coverage changes accountability.
February 2026 PodcastThe Customer Experience Lie That's Costing You Millions
The gap between what companies think they deliver and what customers actually experience, and how data exposes it.
December 2025Blog Posts
Blog
All Etech blog posts →
Contact Center Outsourcing 101: How to Reduce Costs and Improve CX
Most companies approach contact center outsourcing with a single goal: cut costs. That is a reasonable place to start. But the organizations that actually get both cost reduction and better customer experience treat outsourcing as a structural operational decision, not a financial shortcut. The difference in outcomes between those two approaches is significant.
Updated April 2026 BlogAI in the Contact Center: Where It’s Actually Working in 2026
Every contact center vendor now claims an AI story. Most of those claims fall apart under one question, and I ask it in every demo I sit through: what does the system actually do on a live interaction, without a person cleaning up behind it? The answer is narrower than the marketing suggests, and more useful once you know where to look.
Updated September 2026 BlogThe Automation Trap: Why Most Contact Center Roadmaps Fail Before They Start
For too many customers, that’s still what “automation” feels like. Meanwhile, in boardrooms, leaders are unveiling multi-million-dollar automation roadmaps: new IVRs, AI chatbots, RPA, omnichannel upgrades. On paper, it looks
Updated December 2025Questions About Jim Iyoob
Who is Jim Iyoob?
Jim Iyoob is President of ETS Labs and Chief Revenue Officer at Etech Global Services. He began his career as a call center agent in the early 1990s and has worked across inbound and outbound voice, live chat, inside sales, workforce management, speech analytics, and production deployment of AI. He is based in San Antonio, Texas.
What is Jim Iyoob known for?
He is known for applying AI to contact center quality management from an operator's position rather than a vendor's. He led the development of QEval®, a quality management platform that scores up to 100 percent of customer interactions rather than the small manual sample traditional quality assurance relies on. He was named Customer Experience Outsourcing Leader at the 2026 AICX Awards, an ICMI Top 25 Thought Leader in 2023, and ranks number 37 in the CX Hall of Fame Global Top 100 for 2026.
What companies does Jim Iyoob lead?
He is President of ETS Labs, the AI and engineering division that builds purpose-built tools for contact center environments, and Chief Revenue Officer at Etech Global Services, its parent company. Etech operates seven delivery centers across the United States, India, and Jamaica with 4,000+ team members, serving Fortune 500 clients.
What was Jim Iyoob's previous title at Etech?
He previously served as Chief Customer Officer at Etech Global Services. Older articles, award listings, and podcast episodes reference that title. His current roles are President of ETS Labs and Chief Revenue Officer at Etech Global Services.