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

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