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Podcast: The KPI Podcast
Episode: AI Analytics You Should Pay Attention with Jim Iyoob
Description: âAI will replace your agentsâ is one of the biggest lies in contact centers today.In this episode of The KPI Podcast, we sit down with Jim Iyoob, a 35-year CX veteran and Chief Customer Officer at eTech, to break down what real AI success looks like.We cover:⢠Why ânext best actionâ is the most overlooked metric in AI⢠How to measure ROI beyond buzzwords⢠Using AI to reduce attrition, close skill gaps, and eliminate QA bias⢠Why waiting for the perfect AI strategy will leave you behind