Transform Your Customer Experience with Deep Analytics
This webinar shows you how to tap into Artificial Intelligence and Big Data to craft a multifaceted, frictionless customer experience—while simultaneously improving agent experience and boosting retention.
What You’ll Learn
- Harnessing AI & Big Data for CX
Gain insights on using technology to capture and interpret customer feedback at scale. - Agent Experience & Retention
Discover how deep analytics supports agent development, reduces turnover, and fosters a high-performance culture. - Frictionless Customer Journeys
Learn strategies for removing barriers in the customer journey, enabling smoother interactions and boosting satisfaction. - Measuring & Managing Performance
Translate sentiment analysis into actionable KPIs that guide coaching, training, and operational improvements. - Driving Business Outcomes
See how data-driven CX strategies lead to measurable ROI, from cost reductions to revenue growth.
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
Anyone involved in customer experience, contact center operations, QA, or agent training.
Simply fill out the form or click the “Watch Now” button to gain on-demand access.
You’ll learn how AI-powered analytics can transform your agent’s performance, reduce customer friction, and positively impact KPIs.
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.