Teaching the "Why" Behind Culture with Jim Iyoob
Description
Welcome to Season 2 of The ZIZO Effect!
This season, we're diving into the diverse perspectives of agents, managers, and executives from call centers, exploring the unique insights and lessons they've gained.
Episode Overview:
In this episode, we chat with Jim Iyoob, the Chief Customer Officer at Etech, who brings decades of experience and a deep passion for enhancing customer experience in the call center industry. Jim shares his journey from starting as a call center agent to becoming a top executive, highlighting the evolution of workplace culture and the significant shifts in employee engagement and management strategies.
Discover how companies can balance remote work dynamics with in-office engagement, and learn strategies to enhance employee satisfaction, optimize team performance, and cultivate a strong organizational culture. If you are interested in understanding the complexities of modern call centers, this episode offers expert knowledge and real applications.
Timestamps:
00:00 Introduction and Personal Background
04:13 Defining and Teaching Culture
08:34 Communication and Feedback
13:49 Creating Engaging Workforce
18:38 Gamification and Transparency in Feedback
21:18 Addressing Burnout and Retention
23:24 Career Development and Skill Building
32:17 Balancing Remote and In-House Work
36:09 Work-Life Balance and Hybrid Work Model
38:09 Creating a Family-Like Culture
47:47 Addressing Mental Health in the Workplace
54:15 Overview of Etech's Services
Guest Information:
Jim Iyoob - Chief Customer Officer at Etech. Connect with Jim on LinkedIn [https://www.linkedin.com/in/jimiyoob/].
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