ICMI Unveils AI in the Contact Center Insider’s Guide, Assists Contact Center Leaders Navigating the AI Landscape
August 22 2024 - 10:00AM
Business Wire
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, 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
Todd.Piccuillo@informa.com.
Follow ICMI on X, LinkedIn, YouTube, Instagram and Facebook.
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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version on businesswire.com: https://www.businesswire.com/news/home/20240822556993/en/
Meryl Franzman ICMI Meryl.franzman@informa.com
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