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The Analytics Advantage: Why the Right QA Solution Defines Your CX Success

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Manage episode 512735665 series 2952337
Content provided by Jessica Voss. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Jessica Voss or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://podcastplayer.com/legal.

Can analytics turn your contact center from a cost center into a driver of revenue and loyalty?

In this conversation, Darren Prine and Jim Iyoob explore the new era of QA, one that’s powered by AI, data, and predictive insights.

In this episode, you’ll learn:

Why QA must evolve from checking boxes to changing behaviors

How predictive coaching helps agents improve before they fail

What happens when analytics connect performance to outcomes

How the right QA solution delivers measurable ROI and customer loyalty

Why data security and trust are essential in modern CX

💡 About Jim Iyoob:
President of ETS Labs and Chief Customer Officer at Etech Global Services
– 35+ years of contact center leadership
– Creator of QEval, an AI-powered QA and coaching platform
– Co-author of 5 industry books
– Oversees operations managing 1B+ customer interactions annually

🎧 Subscribe to The Contact Center Gurus Podcast for more insights from CX innovators.

Produced by Darren Prine and the Cloud Tech Gurus team. Subscribe for more insights from industry leaders.

  continue reading

25 episodes

Artwork
iconShare
 
Manage episode 512735665 series 2952337
Content provided by Jessica Voss. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Jessica Voss or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://podcastplayer.com/legal.

Can analytics turn your contact center from a cost center into a driver of revenue and loyalty?

In this conversation, Darren Prine and Jim Iyoob explore the new era of QA, one that’s powered by AI, data, and predictive insights.

In this episode, you’ll learn:

Why QA must evolve from checking boxes to changing behaviors

How predictive coaching helps agents improve before they fail

What happens when analytics connect performance to outcomes

How the right QA solution delivers measurable ROI and customer loyalty

Why data security and trust are essential in modern CX

💡 About Jim Iyoob:
President of ETS Labs and Chief Customer Officer at Etech Global Services
– 35+ years of contact center leadership
– Creator of QEval, an AI-powered QA and coaching platform
– Co-author of 5 industry books
– Oversees operations managing 1B+ customer interactions annually

🎧 Subscribe to The Contact Center Gurus Podcast for more insights from CX innovators.

Produced by Darren Prine and the Cloud Tech Gurus team. Subscribe for more insights from industry leaders.

  continue reading

25 episodes

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