FORMATION IA
L'IA dans le Centre de Contact Moderne
Donnez aux responsables de centres de contact les outils pour déployer l'IA et améliorer la satisfaction client.
Ce qu'elle couvre
Ce programme de niveau praticien offre aux responsables des opérations de centre de contact et de l'expérience client une maîtrise concrète des technologies IA qui transforment la relation client — des assistants vocaux et chatbots conversationnels aux copilotes d'assistance agent, au contrôle qualité automatisé et à la planification des effectifs par IA. Les participants apprennent à évaluer les fournisseurs, concevoir des feuilles de route de déploiement, mesurer l'impact CX et gérer la conduite du changement. Les sessions combinent études de cas, démonstrations en direct et ateliers de planification structurés pour que chaque participant reparte avec un plan d'action opérationnel.
À l'issue, vous saurez
- Design a self-service deflection strategy using conversational AI, identifying automation candidates from existing call-type data
- Evaluate and shortlist agent-assist AI vendors using a structured scorecard covering accuracy, integration, and change impact
- Configure a quality monitoring framework that combines AI-scored interactions with human calibration to improve consistency
- Build a 90-day AI deployment roadmap with defined milestones, risk owners, and CX KPI baselines
- Apply workforce management AI outputs to shift scheduling and intraday staffing decisions, reducing overstaffing costs
Sujets abordés
- Voice AI and conversational IVR design
- Agent-assist copilots and real-time guidance tools
- Automated quality monitoring and speech analytics
- AI-powered workforce management and forecasting
- Self-service deflection strategy and bot design
- CX measurement: CSAT, AHT, FCR and AI attribution
- Vendor evaluation and build-vs-buy decision frameworks
- Change management and agent adoption of AI tools
Modalité
Delivered as a blended programme: two instructor-led workshop days (virtual or in-person) bookending three weeks of self-paced modules and peer cohort exercises. Approximately 60% hands-on application (tool demos, planning sprints, case-based exercises) and 40% conceptual input. Participants require access to a laptop; sandbox access to at least one agent-assist or analytics platform is recommended. Programme includes a final peer-review session where each participant presents their AI deployment roadmap for structured feedback.
Ce qui fait que ça marche
- Start with a high-volume, low-complexity call type for the first automation use case to generate quick wins and build internal confidence
- Establish a cross-functional steering group (ops, IT, HR, QA) before vendor selection to ensure integration and adoption alignment
- Define CX baseline metrics before go-live so AI attribution is measurable and credible to senior stakeholders
- Involve frontline team leaders in tool configuration and piloting to increase agent trust and adoption rates
Erreurs fréquentes
- Deploying chatbots without mapping existing call intents first, leading to low deflection rates and frustrated customers
- Treating AI quality monitoring as a replacement for coaching conversations rather than a trigger for them
- Selecting agent-assist tools based on vendor demos alone without piloting on real call recordings and live agents
- Under-investing in agent change management, causing tool abandonment and reverting to manual workflows within months
Quand NE PAS suivre cette formation
This programme is NOT the right fit for organisations that have not yet stabilised their basic contact centre operations — if average handle time is highly variable, agent attrition exceeds 40% annually, or CRM data quality is poor, fixing foundational processes will deliver more value than layering in AI tools.
Fournisseurs à considérer
Sources
Cette formation fait partie d'un catalogue Data & IA construit pour les leaders sérieux sur l'exécution. Lancez le diagnostic gratuit pour voir quelles formations sont prioritaires pour votre équipe.