Unleash the Power of Data Analytics in Your Organization
Many companies still rely heavily on experience-based decision-making, informed by the domain expertise of executives. While experience is valuable, it shouldn’t be the only factor in strategic decisions. With continuously evolving technology, data analytics can help your organization graduate to well-informed, data-driven decisions that build trust across teams and leadership.
What You'll Learn
- Why Data-Driven Decisions Matter
Understand the impact of moving beyond traditional, experience-only approaches, and how analytics improves decision-making across the board. - Bridging the Gap Between Data & Action
Explore step-by-step methodologies to ensure insights don’t just sit idle, but actually inform key strategies and processes. - Tech & Tools for Analytics Success
Identify the critical components for building a robust analytics ecosystem—one that effectively captures, processes, and translates data into results. - Real-World Success & ROI
Examine a real-life case study that illustrates how analytics can reduce friction, enhance customer experience, and boost operational efficiency.
Meet the Speakers
Jim Iyoob
Chief Customer Officer, Etech Global Services
Jim is a 35-year veteran of the call center/BPO industry. 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.
Jim has an impeccable track record of innovation and advanced business intelligence. He has been instrumental in setting up solutions for brands looking to optimize and automate their daily customer experience needs.
Shawndra Tobias
SVP, Customer Experience, Etech Global Services
Shawndra is a 25-year veteran of the contact center industry. Known for her expertise in data science, analytics, and business strategy, she leads the Etech Insights team—driving operational excellence through advanced technologies, needs assessments, and performance reviews.
Her servant-leadership style empowers teams to innovate while fostering Etech’s people-first culture. Certified in Data Science from Johns Hopkins and an IBM 3 Star Data Expert, Shawndra is also an active community volunteer. She enjoys pursuing her best life with family, friends, and her three dogs.
Christopher Basile
AVP - Operations & Training, Etech Global Services
Christopher Basile is a 20-year veteran of the contact center industry. Chris is known for his forward-thinking approach to AI-powered training, performance management, and operational excellence—driving measurable results across Etech’s U.S. and Jamaica centers.
His passion, energy, and commitment to a people-first culture inspire teams to continuously improve, achieve impactful outcomes, and excel in service delivery. Outside of work, Chris enjoys sports, cruising with his wife, and spending time with their two Yorkies.
Don’t Miss out
FAQs
This webinar delves into the importance of data-driven strategies, showcasing how organizations can boost confidence and performance by harnessing analytics.
C-level leaders, data analysts, contact center managers, and anyone interested in shifting from experience-based to insight-driven decision-making.
Simply fill out the form or click the “Watch Now” button to gain on-demand access.
Yes! While this is an on-demand session, you can reach out to our team for any follow-up questions or clarifications.
If you need further details, feel free to email us at info@etechgs.com.