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Artificial Intelligence (AI) in the Contact Center

Customer Experience Accelerator Boot Camp course tagline
Course Description

Master AI implementation to revolutionize your contact center and drive measurable business transformation.

This comprehensive 2-day AI certification program equips strategic decision-makers, WFM leaders, contact center leads, and transformation team members with the expertise to champion AI initiatives within contact centers through collaborative learning and hands-on application. Through dynamic peer discussions and immediate practical application, you'll master essential AI competencies while gaining access to an extensive online resource toolkit featuring strategic vision development frameworks, implementation planning templates, and performance measurement guides.

Our exclusive toolkit provides user-friendly templates with guided exercises that transition seamlessly from classroom to workplace, ensuring you can immediately apply your learning to craft AI strategies aligned with your contact center objectives. Whether enhancing an existing AI strategy or building one from scratch, you'll leave with transformed understanding, industry best practices, and a structured roadmap that boosts your career prospects while delivering measurable results.


Certification

The ICMI Artificial Intelligence in the Contact Center Certification empowers professionals to harness the potential of AI technologies within customer support environments. This comprehensive course prepares students to understand the integration of AI tools, automation, and machine learning to elevate service delivery, streamline workflows, and enhance the customer experience. By the end of the course, participants will be ready to complete the exam and earn the prestigious AI in the Contact Center Professional credential.


Course Outline

Module 1: AI In Modern Contact Centers

  • History & Future State AI Projections to 2030
  • Crafting an AI Vision & Strategy
  • 5 Steps to AI Implementation Success

Module 2: Designing Your Ecosystem

  • Data Science & Principles
  • Identifying Pain Points & Journey Mapping
  • Assessing Costs vs Benefits & Building a Roadmap

Module 3: Developing a Minimum Viable Product to Scale

  • Best in Class Examples of Successful MVP’s
  • Building the Right Project Team(s) for AI Efforts
  • Change Management & New KPI’s to Consider

Module 4: Optimizing & Refining AI Models & Practices

  • Ongoing Innovation Tips
  • Rallying Your Organization Around AI
  • Evaluating Impacts, Success & AI Ethics

Who Should Attend
  • Managers
  • Directors
  • Workforce management leads and/or managers
  • Transformation project teams or team members
  • Contact center leads involved with AI implementation

What You Will Learn
  • AI Strategy & Vision - Develop a comprehensive AI roadmap aligned with your CX vision using the 5-step strategic planning process
  • Business Case Development - Identify use cases, assess financial benefits, and build compelling ROI-focused business cases for AI implementation
  • Implementation Planning - Define technology requirements, data infrastructure needs, and talent strategies for successful AI deployment
  • Change Management & Governance - Establish effective practices and communication strategies ensuring successful AI adoption organization-wide
  • Performance Measurement & Evolution - Select appropriate KPIs and maintain continuous improvement through business changes and CX impacts

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List Price: Varies 

Course Duration: 2 Days

This is a 2 day instructor-led course delivered by ICMI Certified Associates. If you have questions about which course is right for you, an ICMI Account Manager is available to help. Complete the Request Information form to speak with your Account Manager.

 

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Private Group Training

Private training just for your team.
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Varies


Virtual Classroom

Live, online instructor-led training.
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July 23-24, 2025
9:30 am-5:30 pm ET

$1,799



November 10-11, 2025
9:30 am-5:30 pm ET

$1,799