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Insightful conversations with leaders in the Arts & Crafts Retail industry

Feb 7, 2023

When your company has a Dean of Leadership Development and twelve Character Commitments, you know they take servant leadership seriously. Jim Iyoob, Chief Customer Officer of Etech Global Services, shares the culture that began with a vision “to make a remarkable difference for each other” — clients, team members, and community.



  • Etech is an outsourced contact center that has organically grown from 400 to 3500 employees that focuses on making a remarkable difference for their customers

  • Continuous growth and training are essential for all levels of employees

  • Servant leadership comes down to treating your people, customers, and community well to produce a wonderful experience for them

  • Etech has a Dean of Leadership, Melissa Wood, that helps design courses for all levels of the company to help with continuous learning and growth

  • Jim started as a call center agent at Dunn and Bradstreet and has worked his way up to Chief Customer Officer at Etech with the help of Matt Rocco

  • You have to be able to recognize areas you need improvement in and be able to learn from experiences as everything is a lesson

  • Leaders develop leaders – You must focus on developing the next generation of leaders if you want sustained success

  • More about Etech’s Character Commitments


  • Have a plan for continuous growth

  • As a leader, be intentional about developing other leaders 

  • Read at least 1 article per day – LinkedIn is a great source


Jim Iyoob, Chief Customer Officer of Etech Global Services

𝗝𝗜𝗠 𝗜𝗬𝗢𝗢𝗕, Chief Customer Officer of Etech Global Services, is a 33-year veteran of the call center/BPO industry.

Jim is a subject matter expert for call center solutions, with specialties including Strategy, CX, Chat, Operations, Training and Developing Leaders, Relationship Management, E-Commerce Strategy and Reporting, Quality Monitoring, AI, IT & Outsourcing and Social Media Strategies. He has helped develop, implement, and retain some of the most successful and award-winning programs. 

Jim has co-authored three books with his lifelong friend, mentor, and coach, Matt Rocco (President & CEO of Etech Global Services).

  • Quality Monitoring in a Contact Center
  • The Future of Contact Centers
  • Delivering Customer Experience That Matter

You can reach Jim at, on LinkedIn at, or at


Clint O'Rear, president and owner of Creative Sales Consulting

𝗖𝗟𝗜𝗡𝗧 𝗢’𝗥𝗘𝗔𝗥,  president and owner of Creative Sales Consulting, has worked in the Retail industry since 2000. Clint and his team connect suppliers & retailers in the creative arts industries for stronger relationships and strategic sales growth, in order to bring joy to consumers through artistic creative and decorative products. 

For more insightful conversations with leaders in the Arts & Crafts Retail industry visit

If you'd like to be a guest on the podcast, reach out to Clint O’Rear at



"Carpe Diem" Kevin MacLeod (

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