“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