Artificial Intelligence (AI) in the Contact Center

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

• Strategic decision-makers and managers championing AI initiatives.
• Workforce Management leads and operational strategists.
• IT professionals driving transformation projects.
• Aspiring leaders in AI seeking to enhance their expertise.

• Craft a high-level AI vision aligned with your contact center’s goals.
• Identify pain points and prioritize AI use cases for maximum impact.
• Define technology requirements and build scalable AI strategies.
• Monitor AI results and refine strategies through business change and innovation.
• Develop actionable best practices for AI governance and communication.

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.