ICMI Unveils AI in the Contact Center Insider’s Guide, Assists Contact Center Leaders Navigating the AI Landscape

The 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.

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:

• 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

To download ICMI’s Artificial Intelligence (AI) in the Contact Center: An Insider’s Guide, click here.

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.”

For more information on AI and technology consulting for the contact center, contact Todd Piccuillo at [e-mail].

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ABOUT ICMI

The International Customer Management Institute (ICMI) is the leading global provider of comprehensive resources for customer management professionals -- from frontline agents to executives -- who wish to improve customer experiences and increase efficiencies at every level of the contact center. Since 1985, ICMI has helped more than 50,000 organizations in 167 countries through training, events, consulting, and informational resources. ICMI's experienced and dedicated team of industry insiders, trainers, and consultants are committed to helping you raise the strategic value of your contact center, optimize your operations and improve your customer service. ICMI is brought to you by Informa Tech.

About Informa Tech

Informa Tech is a leading provider of market insight and market access to the global business technology community. Through in-depth expertise and an engaged audience community, Informa Tech helps business professionals make better technology decisions and marketers reach the most powerful tech buyers and influencers in the world. Across its portfolio of over 100+ trusted brands, Informa Tech has over 1000 industry experts, including over 400 research analysts and consultants in global research group Omdia, and a monthly audience reach of over 125 million. Informa Tech is a division of FTSE 100 company Informa plc.

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