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Podcast: The KPI Podcast
Episode: AI First Resolution with Jon Ellsworth
Description: Jon Ellsworth, Chief Revenue Officer at ApexCX and over 25 years of experience in the call center space, joined us on the latest episode of the Contact Center KPI podcast.And we dove head first into AI with a new KPI called AI First Resolution.Here are two things you'll learn from this episode:1) Change management is hard. People want to be told the truth on what is happening when you implement an AI solution. This includes what's expected of them.Implementing a pilot testing period will help your agents understand...