Scaling Quality Through Gig Workforce Innovation

Traditional contact centers face persistent challenges: rigid staffing models, talent exodus, and rising costs that impact both customer satisfaction and the bottom line.

In this collaborative webinar, industry leaders Jim Iyoob, Chief Customer Officer of Etech Global Services, and Trevor Clark, Founder and CEO of ShyftOff, reveal how the innovative combination of AI-powered quality evaluation and flexible gig workforce models is revolutionizing contact center operations.

What You'll Learn

• Quality Scaling Strategies: Discover how QEval's AI-powered analytics platform enables consistent quality evaluation at scale, reducing onboarding time by 50% while improving quality scores by over 10%.

• Gig Workforce Innovation: Learn how ShyftOff's "Uber Black for Contact Centers" approach provides on-demand access to exceptional agents without long-term commitments, solving staffing challenges that plague traditional centers.

• Real-World Results: Explore case studies across manufacturing, retail, and pharmaceutical sectors showing 35-55% reductions in average handle times and $2.4M-$3.1M in annual savings.

• Implementation Insights: Get actionable strategies for implementing AI-powered quality frameworks that enable effective training, monitoring, and management of both traditional and gig workforces.

• Technology Integration: See how QEval's platform integrates with virtually any tech stack to convert disparate customer interaction data into a single stream of actionable insights.

Who Should Attend

• Contact Center Leaders and Operations Managers
• Customer Experience Executives
• Quality Assurance and Training Professionals
• Business Leaders looking to reduce costs while improving service quality
• Organizations facing staffing challenges or seeking more flexible workforce solutions

About Our Presenters

Jim Iyoob is the Chief Customer Officer at Etech Global Services with 35 years of experience in the call center/BPO industry. A recognized CX thought leader, Jim has an impeccable track record of innovation and advanced business intelligence, helping brands optimize and automate their customer experience operations.

Trevor Clark is the Founder & CEO of ShyftOff, which he created after his experience as VP of Operations managing 35 centers and 3,000+ agents globally. Following success at a biotech company and co-founding a $200M contact center startup, he's now revolutionizing contact center flexibility through innovative gig workforce solutions.

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Join us to learn how the combination of AI-powered quality evaluation and gig workforce models can help you exceed customer expectations while significantly reducing operational costs.

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Register today to secure your spot!

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