Unleash the Power of AI + HI in Your Contact Center
- Empower your team members with data-driven coaching and support.
- Delight your customers by proactively identifying and resolving issues.
- Boost your KPIs across the board through continuous feedback loops.
By uniting AI and HI, your organization can achieve operational excellence faster and more effectively than ever before.
What You'll Learn
- Deeper Insights into Agent & Customer Experience
Gain a comprehensive understanding of every interaction, identifying opportunities that directly affect satisfaction and loyalty. - Data-Driven Coaching & Development
Equip managers and agents with tailored, actionable feedback to promote growth, reduce errors, and boost service quality. - Measurable KPI Improvements
Align analytics with your business goals—enhancing metrics such as first-call resolution, average handle time, and CSAT. - Successful Technology Adoption
Follow a clear roadmap for adopting AI + HI technologies that complement your current systems and maximize ROI.
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.
Robert Beasley
Chief Executive Officer, Tethr
Robert Beasley is Chief Executive Officer at Tethr. Robert has been an advisor and consultant to Tethr since 2015 assisting in initial go-to-market strategy development and execution and leading early customer acquisition efforts.
Brian Hurley
Chief Executive Officer, Vaspian
Brian Hurley built his foundation with 4 years of Army service and 4 years programming in finance. He then spent 10 years at Bell Labs and AT&T Labs working on WorldNet and other projects, followed by 5 years as VP of Technology at Broadview Networks leading ATM, DSL, and VoIP initiatives.
As founder and CEO of Vaspian for over 2 decades, Hurley has grown the company into a key provider of voice, data, and hosted phone systems for SMBs across Western New York, applying his comprehensive background in telecommunications and technology.
Don’t Miss out
FAQs
This webinar explores the transformative impact of combining AI and human intelligence to drive deeper insights into both customer and agent experiences.
Contact center leaders, QA specialists, training managers, and anyone eager to leverage advanced speech analytics for operational excellence.
Simply click the “Watch Now” button to gain on-demand access.
We cover everything from AI + HI fundamentals and practical applications to best practices for implementing the right technology solutions.
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.