“AI will replace your agents” 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 “next best action” 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