Jim Iyoob is Chief Customer Officer for Etech Global Services. Jim has 20+ years of contact center outsourcing experience in inbound, outbound, chat and social media operations, and is a respected speaker, author and subject-matter expert for call center solutions.
Best-practice organizations place substantial emphasis on providing frequent and extensive call center training for their front-line employees. Typically, new agents receive a lot of formal direct training, followed by continuing education through a variety of methods and courses. A significant component of achieving workforce optimization is call center quality analytics . . . Read more
Any opportunity to improve call center operations is worth taking. Call monitoring and scorecards top the list. Call monitoring is a feature that allows you to listen in to a live call and track what matters most to the call center. The scorecard is a call scoring evaluation form that . . . Read more