Leveraging AI in Contact Centers: Overcoming Volume and Improving Customer Experience

Course details

In this course, customer service expert Blake Morgan equips you with valuable insights, practical strategies, and best practices for harnessing the power of AI to enhance customer service, improve efficiency, and drive business growth in the context of your contact centers. Learn how to develop a comprehensive AI strategy for your contact center, identifying key areas where AI can be leveraged to improve customer service and operational efficiency. Go over assessing your organization's readiness for AI implementation and identify the necessary steps to prepare the contact center staff for successful AI adoption. Find out how to evaluate and select appropriate AI solutions for your contact center and how to implement these solutions effectively. Plus, explore the importance of continuously monitoring and optimizing the performance of your AI-enabled contact center operations using relevant KPIs, feedback from stakeholders, and data-driven improvements.

Concepts

0. Introduction

01 - Leveraging AI in contact centers
02 - The promise of AI to solve customer service gaps
03 - What is a change management program

1. The People Side of Implementing AI

04 - Why AI and why change management
05 - The use cases of AI in the contact center
06 - What is agent experience
07 - How to implement AI in the contact center

2. Implementing AI in the Contact Center

08 - Assessing organizational readiness
09 - Key elements of change management in the contact center
10 - Training and upskilling staff for AI adoption
11 - Engaging high performing agents to coach others

3. Managing AI-Enabled Contact Center Operations

12 - Continuous improvement of AI in the contact center
13 - Where does AI belong to help contact center agents
14 - KPIs for AI in the contact center
15 - Gathering feedback for continuous improvement

Conclusion

16 - Next steps