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“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…
Hannah Steiman, President & Chief Strategy Officer at Peak Support, joins us to talk all about Quality and why it should be a top priority. Quality starts with the best agents and people. But you still need processes and technology to achieve those high scores. At Peak Support, they focus on root cause analysis. Their…