Jon Ellsworth, Chief Revenue Officer at ApexCX and over 25 years of experience in the call center space, joined us on the latest episode of the Contact Center KPI podcast.

And we dove head first into AI with a new KPI called AI First Resolution.

Here are two things you'll learn from this episode:

1) Change management is hard. People want to be told the truth on what is happening when you implement an AI solution. This includes what's expected of them.

Implementing a pilot testing period will help your agents understand those expectations.

2) Adding a new metric like AI First Resolution helps you determine the true impact of AI on your business.

For example, if you measure AHT before AI and with AI, the "with AI" metric will almost always win.

That's why you need a better representation of how AI impacted your business. Including customer retention, CSAT scores, and a few other metrics will help you accurately measure AI First Resolution.