People Who Started on the Phones.
People Who Stayed.

Ilesh joined Etech as Product Development Manager.|He later became Project Delivery Head.|Now he serves as Director.

Laminta Fowler is a distinguished contact center leader with over two decades of experience in driving operational excellence and fostering client relationships. Throughout her 24-year career, Laminta has established herself as a strategic leader in the competitive landscape of contact center management. Currently serving as a Sr. Director of Operations for Dallas, TX, Laminta oversees the entire spectrum of call center operations. Her responsibilities range from performance monitoring to client relationship management, where her ability to solve complex issues and anticipate business challenges contributes significantly to operational improvements and client satisfaction. Laminta’s journey in contact center management began as an Account Leader in 2003, where she honed her skills in managing sales activities, staffing, and client communications. This foundational experience provided her with a comprehensive understanding of the industry from the ground up. She then progressed to the role of Director of Operations in 2009, further developing her expertise in operational management and strategic planning. A firm believer in continuous learning and development, Laminta is a graduate of Leadership Nacogdoches (2010-2011), an Etech Remarkable Coach (certified in 2018), and a Serve Mentor (2021). These accolades underscore her commitment to leadership and mentorship within her field.

Keyur Dave is Sr. Director of Operations for Vadodara Center. Keyur joined Etech in May 2006 as a voice agent. During his 18+ years. tenure, Keyur witnessed Etech culture at its best helping him to grow from a Voice executive to his current profile. Keyur has been instrumental in launching Etech to the VDR center when it was just 10+ employees to the current staffing of 600+ employees approximately. Keyur has developed himself as a Servant Leader and is committed to ensuring that he and his team focus on providing superior customer experiences to our customers with consistent innovation, reinvention of processes, data-driven solutions, and development of new leaders. Keyur strongly believes in a heads-up approach ensuring we prepare for the future. He is seen as one of the highly-rated motivators at Etech Vadodara Center. Keyur is married to his caring wife Pratiksha and he has a teenage son named Aryan. He loves spending time with his family. His hobbies include Body Language reading; he loves online shopping and research.

Jim Iyoob has spent more than 35 years inside contact centers – not advising from a distance, but running operations, making technology decisions, and living with the consequences of both.|He currently serves as President of ETS Labs and Chief Revenue Officer at Etech Global Services, a global BPO operating nine contact centers across the United States, India, and Jamaica, serving Fortune 500 clients across multiple verticals.|His career covers the full range of contact center operations: inbound and outbound voice, live chat, inside sales, workforce management, speech analytics, and the practical implementation of AI at production scale.|That operational background is what separates him from most people talking about AI in this industry. He has run the deployments, measured the results, and worked through the failures that never make it into vendor case studies.|That experience led directly to ETS Labs, where the focus is building purpose-built AI tools for contact center environments. The flagship product, QEval™, is an AI-driven quality management platform that delivers 100% interaction coverage, real-time coaching, and deployment measured in days rather than months.|Jim is a recognized voice across the contact center and customer experience industry. He is a regular keynote speaker and panelist at major industry events including Customer Contact Week, Customer Connect Expo, and ICMI.|He serves on the Customer Contact Week Advisory Board and has been a judge for the Stevie Awards for Sales and Customer Service.|He has co-authored five books on customer experience and AI, contributed to Contact Center Pipeline, Connections Magazine, CIO Review, and CMSWire, and has been named an ICMI Top 25 Thought Leader and inducted into the CX Hall of Fame.|Jim is based in San Antonio, Texas.