CX Quality Challenges Explained | How Leaders Improve Quality at Scale | Etech

Описание: Most contact center quality programs don’t fail because teams aren’t trying — they fail because the system is outdated.

In this episode of the Etech Leadership & CX Podcast, Jim Iyoob is joined by Scott Thomas and Manu Dwievedi to break down why traditional QA models no longer work at scale.

They discuss how real-time feedback, fewer meaningful metrics, and objective quality insights help leaders prove CX accountability while AI removes bias and connects data without losing the human touch.
This conversation is practical, honest, and focused on what CX leaders must fix now to deliver consistent customer experience and stronger business results.

00:00 – Why quality breaks in modern contact centers
06:10 – Real-time feedback vs old QA models
12:45 – Fewer metrics, better CX outcomes
18:30 – AI, objectivity & removing bias
24:50 – Leadership lessons & career growth

What You’ll Learn
✅ Why monitoring a few calls isn’t enough anymore
✅ How to prove quality and compliance at scale
✅ Why fewer metrics lead to better CX outcomes
✅ How AI improves objectivity in quality programs
✅ Why solving customer problems matters more than handle time
✅ How employee growth drives better customer experience

Expect honest insights, leadership lessons, and practical CX advice you can apply immediately — whether you lead CX, quality, operations, or digital transformation.

Meet the Experts
Scott Thomas – AVP, Client Support at Cox Automotive Inc.
  / scott-thomas-3804865a  
Jim Iyoob – Chief Revenue Officer at Etech Global Services & President of ETS Labs
  / jimiyoob  
Manu Dwievedi – AVP, Product Strategy & Innovation, Etech Global Services
  / manuai  

📢 Subscribe for more conversations on leadership, AI, and customer experience — where strategy, technology, and people come together.

Visit our website to explore our culture and services: https://www.etechgs.com/

Follow Us on Social Media:

LinkedIn:   / etech-global-services  
Instagram:   / etechleadershipcxpodcast  
Facebook:   / etechglobalservices  
X (formerly Twitter):   / etechgs  

Stay Connected:

Get the Latest Podcast in Your Inbox: https://bit.ly/EtechPodcasts
Apple Podcast: https://bit.ly/42DljuV
Spotify: https://bit.ly/3MakoNm

Join Our Community:

Monthly Newsletter on the Latest CX Trends: https://bit.ly/3pkVwJI
.
.
.
.
#LeadershipInCrisis #CrisisLeadership #LeadershipUnderPressure #DecisionMaking #MuddyBootsPodcast #Etech #LeadershipDevelopment