Jim is a 33-year veteran of the call center/BPO industry. His responsibilities for Etech include Strategy, Marketing, Business Development, Program Implementation, Operational Excellence and SaaS Product Development across all of Etech’s existing lines of business.
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 an impeccable track record of innovation and advanced business intelligence. He has been instrumental in setting up solutions for brands looking to optimize and automate their daily customer experience needs. Having spent a major part of his career in contact center operations, Jim has an exceptional understanding of customers’ challenges, requirements, and processes. He takes a consultative approach to recommend the right solutions. This has helped him develop, implement, and retain some of the most successful, award-winning programs that deliver consistent ROI.
The gained experience over the previous years has enabled him to be a subject matter expert for call center solutions, with specialties including Strategy, CX, Live Chat, Operations, Training and Developing Leaders, Relationship Management, E-Commerce Strategy and Reporting, Quality Monitoring, Speech Analytics, IT and Outsourcing.
Jim is an eminent speaker and has conducted various workshops sharing his experiences with effective quality monitoring techniques and insights. The real-life examples shared during these workshops have benefited many industry leaders in adopting the latest technology. Jim also serves as a panelist for several forums empowering people to understand and overcome contact center challenges. Due to his level of expertise, Jim has recently been awarded by Customer Contact Central with MVP awards and featured in numerous publications, including CIO Review, Contact Center Pipeline and Connections Magazine. He has also been listed as one of the ‘Top 20 Influential People to Follow’ on Twitter by “Iwantitnow” and one of the “Top 25 Thoughts Leaders for 2023” by ICMI.
Jim has co-authored three books with his lifelong friend, mentor, and coach, Matt Rocco.
