ICMI Unveils AI in the Contact Center Insider’s Guide, Assists Contact Center Leaders Navigating the AI Landscape
Offers AI Optimization Assessment and AI in the Contact Center Training Course to Empower Contact Centers to Better Serve Customers
The International Customer Management Institute (ICMI), the leading global provider of comprehensive resources for customer management professionals, unveils the Insider’s Guide to explore the use of AI in contact centers, addressing the complexities of vendor selection, the identification of use cases and the risks involved.
The Insider’s Guide examines the critical factors necessary to assist contact center leaders when considering the opportunities and challenges of effectively deploying AI. They include:
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- Define the goal of AI
- Ensure the integrity and security of data
- Choose the right technology partner
- Prepare the organization for AI
- Mitigate risks and address ethical concerns
AI Optimization Assessment
ICMI’s AI Optimization Assessment was created to empower contact centers to better serve their customers. As contact centers grapple with the complexities of AI adoption, a strategic framework becomes essential for assessing AI optimization and ensuring successful implementation. Before introducing more tech into an organization’s stack, understanding how to optimize the approach is key. Without proper planning of existing infrastructure, skillsets, data governance and success measures, the initiatives may cost more, resources may be wasted, and the result may become unusable.
AI in the Contact Center Training Course
The AI in the Contact Center course was designed to transform an organization’s customer experience at all levels by improving a team’s knowledge surrounding artificial intelligence (AI) and automation. In the course, attendees will learn about the core concepts of AI and automation, how to align it with your customer experience strategy and service level commitments, how to build a case for funding, how to design the right architecture, and how to deliver measurable results that transform an organization. Register here.
Tara Gibb, Senior Director, ICMI said, “AI has been a factor in the contact center for over two decades. Over this time, the contact center has proven its ability to assimilate AI solutions into the operation for the benefit of the business, employees and customers. As contact center experts and thought leaders, we are dedicated to improving the contact center industry and helping it use AI to transform the customer and the agent experience.”
