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The Podcast for Contact Center and Customer Experience Leaders! Learn Best Practices, New Technology, Tips & Tricks, and more. Listen in!
The Analytics Advantage: Why the Right QA Solution Defines Your CX Success
The Contact Center Gurus
26 minutes 3 seconds
1 month ago
The Analytics Advantage: Why the Right QA Solution Defines Your CX Success
In this episode of The Contact Center Gurus Podcast, Darren Prine sits down with Jim Iyoob, President of ETS Labs and Chief Customer Officer at Etech Global Services. With over 35 years in contact centers, Jim explains why QA isn’t a score, it’s a behavior, and how predictive coaching and analytics are transforming customer experience from reactive to proactive.
The Contact Center Gurus
The Podcast for Contact Center and Customer Experience Leaders! Learn Best Practices, New Technology, Tips & Tricks, and more. Listen in!
