Jim is the Chief Customer Officer for Etech Global Services. Jim has responsibility for Etech’s marketing, business development, program implementation and product development across all of Etech’s existing lines of business – Etech, Etech Insights, Etech Technology Solutions (ETS), and Etech Social Media Solutions.
He is passionate, driven, and an energetic business leader with a strong desire to remain ahead of the curve in outsourcing solutions and service delivery.
Jim has 30+ years of contact center outsourcing experience in inbound, outbound, chat operations, and social media management spanning across the globe; domestic, nearshore, and offshore. His expertise includes operational performance management, e-commerce sales and service with an impeccable track record of innovation and advanced business intelligence. One of his strongest suits is being able to assist customers in launching and developing their live chat operations into a world-class customer experience solution.
Jim has an exceptional understanding of the customers’ products, their requirements & processes, and a complete analysis in order to provide the right kind of solution. This has helped him develop, implement, and retain some of the most successful, award winning outsourcing solutions that deliver consistent ROI. Due to his level of expertise, Jim has been featured in numerous publications including CIO Review, Contact Center Pipeline, Connections Magazine, and was also listed as one of the ‘Top 20 Influential People to Follow’ on Twitter by “Iwantitnow”. He has also co-authored two books, Quality Monitoring in a Contact Center: Making Sure Your Contact Center Works for Your Business and The Future of Contact Centers: Leveraging People, Processes & Artificial Intelligence.
The gained experience over the past 30+ years has enabled him to be a subject matter expert for call center solutions.
Jim has co-authored two books with his mentor and coach, Matt Rocco.
- Quality Monitoring in a Contact Center: Making Sure Your Contact Center Works for Your Business
- The Future of Contact Centers: Leveraging People, Processes & Artificial Intelligence.
- Delivering Customer Experience That Matter: Combining Human Intelligence with Artificial Intelligence to Delight Your Customers and Gain Market Share
In addition to his responsibility at Etech, Jim likes to spend his spare time volunteering for various charitable organizations including the Nacogdoches County Chamber of Commerce, the United Way of Nacogdoches County, Boys and Girls Club of East Texas, and the Glory Gang Ministry, a Christian service organization that is dedicated to assisting and teaching disadvantaged youth.