Jim Iyoob

Chief Customer Officer
Etech Global Services


11:30 AM MINING FOR GOLD IN CUSTOMER CALLS: Using AI to Put Quality back into Customer Service

You know there’s a goldmine of insights buried in the voice channel, but manually
listening to and analyzing every phone call is challenging, cost prohibitive and prone
to human subjectivity and errors. AI, machine learning and other scary-sounding
technologies promise to free humans from the burdens of space and time, allowing you
to capture rich customer insights from every call. Discover the steps YOU need to take
TODAY to transform your organization with these tools and platforms. Find out how to:
·· Analyze every phone conversation in real time, and provide leadership with actionable,
searchable insights based on VOC
·· Identify clear next steps to infusing AI into your operations
·· Find patterns in your data and automate descriptive, predictive and prescriptive analytical tasks
·· Reduce costs, improve customer experience, boost productivity and increase revenue

3:20 PM

Pick up a copy of The Future of Contact Centers by Matt Rocco
and Jim Iyoob to learn about the upcoming transformations
impacting the
traditional customer service operation.