ETECH WEBINARS

Operator conversations
on how contact centers actually work.

Live and on-demand sessions with Etech operators. Not vendor roadmaps. Not analyst projections. The people who run the programs.

2
Upcoming sessions
12
On-demand library
14+
Hours of content

UPCOMING

Register for a live session.

Live sessions, no replay upsell
Upcoming
April 30, 2026 60 min

QEval Deep Dive: How 100% Coverage Changes Coaching

Shawndra Tobias and the QEval product team walk through all six capability areas that change when AI scoring replaces rubric-based […]

Shawndra Tobias
SVP Operations, Etech Global Services
I
Industry Analyst Panelist
Contact Center Analyst
  • How AI scoring replaces rubric grading and what QA heads do instead
  • How speech analytics catches what keyword search misses (sentiment curves, silence, crosstalk)
  • QEval auto-scoring keeps quality consistent across base and surge populations simultaneously

    Upcoming
    April 30, 2026 60 min

    State of the Contact Center 2026: Voice AI at the Enterprise Edge

    A panel conversation on where Voice AI is in production today versus where vendor roadmaps say it should be, and […]

    Matt Rocco
    President and CEO, Etech Global Services
    I
    Industry Analyst Panelist
    Contact Center Analyst
    • Where Voice AI is delivering documented deflection versus where it is still in pilot phases
    • The 45% deflection target: why operators should not push toward 80% and what the data says
    • 30 to 90 day deployment reality versus the typical 9-month vendor timeline

      On-demand filter: 12 of 12 sessions

      ON-DEMAND LIBRARY

      Watch any session. No registration required.

      60 min On-demand
      Quality and Analytics January 24, 2025

      How to Build Trust Using Data Analytics?

      Access the On-Demand Webinar and Discover How to Transform Decision-Making through Data

      Jim Iyoob
      Watch now
      60 min On-demand
      Quality and Analytics January 24, 2025

      Reshaping Customer Agent Experience with Integrated Speech Analytics

      Access the Webinar and DiscoverHow Artificial Intelligence + Human Intelligence Combine to  Revolutionize Quality Monitoring

      Jim Iyoob
      Watch now
      60 min On-demand
      Quality and Analytics January 24, 2025

      The CX Strategy: Igniting Performance with Deep Analytics

      Access the On-Demand Webinar and Discover How to Transform Customer Experience with AI-Driven Insights

      Jim Iyoob
      Watch now
      Decoding Your Customer Conversations: A Deep Dive into Analytics 60 min On-demand
      Quality and Analytics January 26, 2025

      Decoding Your Customer Conversations: A Deep Dive into Analytics

      Discover how you can transform your call center performance with powerful customer conversation analytics.

      Jim Iyoob
      Watch now
      60 min On-demand
      Quality and Analytics January 26, 2025

      Decoding Your Customer Conversations: A Deep Dive into Analytics

      Discover how you can transform your call center performance with powerful customer conversation analytics.

      Jim Iyoob
      Watch now
      60 min On-demand
      Quality and Analytics January 31, 2025

      Transforming Contact Centers: From Data Insights to Action-Driven Success Strategies

      Gain the knowledge needed to leverage analytics, enhance customer experiences, and drive measurable results. Learn how to transform your contact […]

      Jim Iyoob
      Watch now
      60 min On-demand
      Quality and Analytics February 27, 2025

      Beyond Manual QA: Transforming Agent Performance Through AI-Powered Monitoring

      Access the On-Demand Webinar and Discover How to Revolutionize Compliance & Performance

      Shawndra Tobias
      Watch now
      60 min On-demand
      Quality and Analytics July 17, 2025

      Smarter CX, Smarter QA: QEval Live Demo & 2025 Release

      Access the On-Demand Webinar and Discover How to Revolutionize Compliance & Performance 

      Nicole Kyle
      Watch now
      60 min On-demand
      Quality and Analytics August 7, 2025

      Why 90% of Contact Center AI Fails: How to Pick Winners

      Access the On-Demand Webinar and Learn How to Choose AI That Actually Delivers ROI

      Jim Iyoob
      Watch now
      60 min On-demand
      Quality and Analytics October 15, 2025

      Stop the AI Burn Rate: A Governance Framework for Real ROI in Contact Centers

      Learn how to transform AI spending from cost center to strategic asset through governance frameworks that deliver measurable outcomes.

      Jim Iyoob
      Watch now
      Adverse Event Capture in Session: Pharma Contact Center Reality 60 min On-demand
      Quality and Analytics April 30, 2026

      Adverse Event Capture in Session: Pharma Contact Center Reality

      How Etech captures and routes adverse events within the call, not as a post-shift documentation task, on a Fortune-10 pharmaceutical […]

      Telecom Program Lead
      Watch now
      Access the On-Demand Conversation Analytics Masterclass 60 min On-demand
      Two zero two five May 4, 2026

      Access the On-Demand Conversation Analytics Masterclass

      Gain the knowledge to implement a successful conversation analytics solution from choosing the right platform to driving adoption within your […]

      Jim Iyoob
      Watch now

      PREFER AUDIO

      Listen to Operator Notes.

      The Etech podcast. Named operators. Specific problems. Measured language. Six episodes on quality, compliance, sales methodology, and Voice AI. Available on Apple, Spotify, and YouTube.

      Browse episodes →

      EBOOKS AND GUIDES

      Read the playbooks.

      Eight ungated ebooks on QEval, Voice AI deployment, TCPA compliance, PHI redaction, Champion-Challenger, and workforce stability. Download any of them without a form.

      Browse ebooks →

      HAVE A TOPIC TO COVER

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      If there is a contact center operating problem you want a session on, tell us. The next webinar topic comes from the questions operators actually ask.

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