Unleash the Power of Conversation Analytics
Gain the knowledge to implement a successful conversation analytics solution from choosing the right platform to driving adoption within your organization.
- Evaluate and Select the Best Platform.
- Discover Use Cases: Quality Assurance, Customer Experience, and Sales Insights.
- Learn Effective Implementation Strategies.
- Monitor Accuracy and Performance.
- Gain Buy-In and Drive User Adoption
What You’ll Learn
- Platform Evaluation
Criteria based on accuracy, integration, scalability, and cost. - Use Cases
Quality assurance, customer experience, sales/marketing Insights. - Implementation Roadmap
Goal setting, stakeholder buy-in, data collection, system integration. - Monitoring Metrics
Strategies for ensuring continuous improvement. - User Adoption
Approaches to gain buy-in and address concerns through change management.
Meet the Speakers
Jim Iyoob
President, ETS Labs | Chief Customer Officer, Etech Global Services
Jim Iyoob directs AI implementation strategies focused on delivering quantifiable returns in operational contact center environments. As President of ETS Labs and Chief Customer Officer at Etech Global Services, he connects AI innovation with proven operational frameworks.
His 35-year tenure in contact center operations established a core observation: AI implementations typically fail when developed in isolated laboratory settings rather than operational environments. ETS Labs addresses this gap through QEval, an AI-powered quality management platform that provides 100% interaction coverage, real-time coaching capabilities, and deployment timelines measured in days rather than months.
At Etech, Jim oversees global sales and quality assurance operations, directing the company’s transition from traditional BPO services to data-driven operational models. His approach analyzes insights from over one billion customer interactions to identify competitive advantages for client organizations. His operational principle: implementations must demonstrate tangible improvements in customer experience and operational efficiency to merit deployment.
Jim has co-authored five books addressing customer experience and AI applications, presents at industry conferences, and contributes insights to trade publications.
Kim Howell
Chief Operating Officer – Ascent Business Partners
Kim Howell, a seasoned C-level executive, boasts over 25 years in contact centers, emphasizing digital transformation and growth strategy. As the recent COO and Chief People Officer, she managed a global presence across 7 countries.
Proficient in the full CX process, Kim excels in strategy, execution, and driving tech innovation. Renowned for navigating uncharted areas and collaborating with stakeholders, her hands-on approach and knack for integrating people and technology have consistently propelled company success.
Manu Dwievedi
AVP, Product Strategy & Innovation, ETSLabs
Manu Dwievedi directs product strategy at ETSLabs, developing AI platforms designed to address operational contact center requirements. He oversees QEval’s conversational analytics architecture and ICE’s agentic AI orchestration platform—systems that process billions of interactions annually while maintaining enterprise implementation timelines under 30 days.
With more than ten years of experience in enterprise AI deployment, Manu concentrates on developing solutions that address the operational adoption challenges that often limit AI capability utilization. At ETSLabs, he leads development of platforms engineered to resolve data fragmentation and integration obstacles that frequently compromise enterprise AI initiatives.
His methodology emphasizes practical deployment protocols and measurable outcomes, partnering with Fortune 500 organizations to deliver AI implementations that produce quantifiable returns while establishing operational confidence.
Don’t Miss out
FAQs
In this masterclass, you’ll gain the knowledge and strategies to turn conversation data into actionable insights and drive business success. This comprehensive program is designed to provide you with the information needed to implement conversation analytics effectively within your organization. You’ll learn how to evaluate and select the best conversation analytics platform, discover various use cases, and gain insights on driving user adoption and monitoring performance.
This masterclass is ideal for professionals involved in quality assurance, customer experience, sales, marketing, and those interested in leveraging conversation analytics to drive business impact. It is particularly beneficial for managers and decision-makers responsible for implementing and optimizing conversation analytics solutions.
Click the Watch Now button on this page to access the on-demand session.
The masterclass will cover:
- Evaluating and selecting the best conversation analytics platform.
- Use cases for conversation analytics, including quality assurance, customer experience analysis, and sales/marketing insights.
- A roadmap for effective implementation, including goal setting, stakeholder buy-in, data collection, and system integration.
- Key metrics and strategies for monitoring accuracy and performance.
- Proven approaches to gain buy-in, address concerns, and drive user adoption through change management.
If you want the resources that we shared during the live Masterclass, please email us on CX@etechgs.com
Absolutely! You can reach out to us at CX@etechgs.com for any questions or further information.
If you have any further questions or need additional information, please feel free to contact us at CX@etechgs.com.