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Insightful conversations with leaders in the Arts & Crafts Retail industry

Apr 5, 2022

Mentoring isn’t just talk at Etech Global Services. With a formal program that promoted over 300 people last year, Jim Iyoob and other company leaders mentor the next generation of leaders.  Which fits perfectly with Jim’s belief that you need to ‘get out of the stand and onto the field’ with your people.


  • You want and have to be intentional about mentoring for it to be truly effective

  • Finding the next generation of leaders must be an active, ongoing process

  • Etech operates on very similar principles and philosophies as WD-40 with a servant leadership culture. (Listen to episode A Formula to Create Happy Employees...)

  • The art of agreeing to disagree is something that has been lost in our culture

  • Don’t aim for perfection, aim for excellence

  • Knowledge is power - Jim reads at least one article every day and encourages his team to do the same.

  • Stop fearing failure - if you never fail you never grow.

  • Leaders must spend time with their people and must be able to operate on the field instead of just in the stands



  • Find a mentor, Be a mentor

  • Get out of the stands and onto the field with your people to have a full understanding of the environment they’re working in

  • Read at least one article per day.



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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