Episode 3: Is AI a Threat to Jobs in the Contact Center?

Sit Down with SymTrain

Episode guest: Jim Iyoob, the Chief Customer Officer, Etech Global Services

Whether you believe we’re in a AI hype-cycle or not, AI will certainly have some impact on contact center jobs, staffing, and long-term staffing strategies. In this episode of Sit Down with SymTrain Jim Iyoob, a 3x published author on the topic and the Chief Customer Officer of Etech Global Services, a next-generation BPO that uses data to deliver outsized results for their clients, joins Erin for a pragmatic discussion about the impact of AI. 

The actionable lessons you can expect from this half hour discussion include:

  • Whether AI threatens the contact center labor force
  • How to use data to feel omniscient 
  • When to spend bot vs human capital 

About the Guest

I am the Chief Customer Officer for Etech Global Services, responsible for strategy, operational excellence, and product development, among others areas. I am a passionate, driven, and an energetic business leader with a strong desire to remain ahead of the curve in outsourcing solutions and service delivery. With over 30 years of experience in inbound, outbound, chat, analytics, AI, and social media and an impeccable track record of innovation and advanced business intelligence, I am always excited to share my [dare I say] wise perspective on the contact center market.

Jim Iyoob, Chief Customer Officer, Etech
Jim Iyoob, Chief Customer Officer, Etech

About the Show

Sit Down with SymTrain is a 30-min, interview-style webinar series that brings expert guests from all around the learning and development, contact center, and AI world to share ideas and inform your agent training strategy. Grab a coffee, join us for an insightful half hour, and get ready to challenge the status quo. Each episode will leave you inspired to rethink the way you train and coach. Because, as Erin likes to say: to be better, you must first be different.

More Episodes