Business
ICMI Unveils AI in the Contact Center Insider...
ICMI Unveils AI in the Contact Center Insider....
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[{"type":"text","content":"\n\n \n \nThe International Customer Management Institute (ICMI), the leading global provider of comprehensive resources for customer management professionals, today 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.\n\n\nThe 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:\n\n\n\nDefine the goal of AI\n\n\n\nEnsure the integrity and security of data\n\n\n\nChoose the right technology partner\n\n\n\nPrepare the organization for AI\n\n\n\nMitigate risks and address ethical concerns\n\n\n\nTo download ICMI’s Artificial Intelligence (AI) in the Contact Center: An Insider’s Guide, click here.\n\n\nAI Optimization Assessment\n\n\nICMI’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.\n\n\nAI in the Contact Center Training Course\n\n\nThe 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.\n\n\nTara 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 leade...