ETECH WEBINARS

Operator conversations
on how contact centers actually work.

Live and on-demand sessions with Etech operators. Not vendor roadmaps. Not analyst projections. The people who run the programs.

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On-demand library
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ON-DEMAND LIBRARY

Watch any session. No registration required.

Stop the AI Burn Rate: A Governance Framework for Real ROI in Contact Center 60 min On-demand
Quality and Analytics

Stop the AI Burn Rate: A Governance Framework for Real ROI in Contact Center

Learn how to transform AI spending from cost center to strategic asset through governance frameworks that deliver measurable outcomes.

Jim Iyoob, Manu Dwievedi
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Why 90% of Contact Center AI Fails: How to Pick Winners 60 min On-demand
Quality and Analytics

Why 90% of Contact Center AI Fails: How to Pick Winners

Access the On-Demand Webinar and Learn How to Choose AI That Actually Delivers ROI

Jim Iyoob, Jordan Zivoder, Manu Dwievedi
Watch now
Smarter CX, Smarter QA: QEval Live Demo & 2025 Release 60 min On-demand
Quality and Analytics

Smarter CX, Smarter QA: QEval Live Demo & 2025 Release

Access the On-Demand Webinar and Discover How to Revolutionize Compliance & Performance 

Nicole Kyle, Manu Dwievedi
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Beyond Manual QA: Transforming Agent Performance Through AI-Powered Monitoring 60 min On-demand
Quality and Analytics

Beyond Manual QA: Transforming Agent Performance Through AI-Powered Monitoring

Access the On-Demand Webinar and Discover How to Revolutionize Compliance & Performance

Shawndra Tobias, Vincent Trotter, Patrick Reynolds
Watch now
How to Build Trust Using Data Analytics? 60 min On-demand
Quality and Analytics

How to Build Trust Using Data Analytics?

Access the On-Demand Webinar and Discover How to Transform Decision-Making through Data

Jim Iyoob, Shawndra Tobias, Christopher Basile
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Reshaping Customer Agent Experience with Integrated Speech Analytics 60 min On-demand
Quality and Analytics

Reshaping Customer Agent Experience with Integrated Speech Analytics

Access the Webinar and DiscoverHow Artificial Intelligence + Human Intelligence Combine to  Revolutionize Quality Monitoring

Jim Iyoob, Shawndra Tobias, Robert Beasley, Brian Hurley
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The CX Strategy: Igniting Performance with Deep Analytics 60 min On-demand
Quality and Analytics

The CX Strategy: Igniting Performance with Deep Analytics

Access the On-Demand Webinar and Discover How to Transform Customer Experience with AI-Driven Insights

Jim Iyoob, Shawndra Tobias, Christopher Basile
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Transforming Contact Centers: From Data Insights to Action-Driven Success Strategies 60 min On-demand
Quality and Analytics

Transforming Contact Centers: From Data Insights to Action-Driven Success Strategies

Gain the knowledge needed to leverage analytics, enhance customer experiences, and drive measurable results. Learn how to transform your contact […]

Jim Iyoob, Shawndra Tobias, Melissa Magos
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Decoding Your Customer Conversations: A Deep Dive into Analytics 60 min On-demand
Quality and Analytics

Decoding Your Customer Conversations: A Deep Dive into Analytics

Discover how you can transform your call center performance with powerful customer conversation analytics.

Jim Iyoob, Manu Dwievedi
Watch now
Access the On-Demand Conversation Analytics Masterclass 60 min On-demand
Ai and voice

Access the On-Demand Conversation Analytics Masterclass

Gain the knowledge to implement a successful conversation analytics solution from choosing the right platform to driving adoption within your […]

Jim Iyoob, Kim Howell, Manu Dwievedi
Watch now

ETECH PODCAST

Conversations on Leadership, AI, and Customer Experience.

Weekly episodes with senior CX leaders and contact center operators on AI strategy, operating models, and the leadership decisions that shape customer outcomes. Available on Apple, Spotify, and YouTube.

Browse episodes →

EBOOKS AND GUIDES

Written by the people running the programs.

Practical eBooks on contact center quality monitoring, AI implementation, customer experience delivery, and workforce strategy.

Browse ebooks →

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