Listen to the Latest Episode
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AI Analytics You Should Pay Attention with Jim Iyoob
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23 Minutes“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
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The Origin of the Podcast
Since 2023, The KPI Podcast has been a deep dive into the world of KPIs and their impact on contact centers and customer experience.
Each episode explores the reason behind KPIs, ways to successfully impact them, and even what not to do.
Tactical advice that you can use today. Not just high-level strategy.
Greg Reffner (the host) interviews industry experts, business leaders, and technology innovators who bring real-world insights into optimizing contact centers.
Guests range from compliance officers and QA specialists to CX leaders and AI pioneers, all sharing practical advice and success stories.
The KPI Podcast is perfect for leaders, managers, and professionals looking to understand how to improve customer interactions, boost agent performance, and drive better business outcomes.