AI TRAINING
AI in the Modern Contact Centre
Equip contact centre leaders to deploy AI tools that reduce handle time, improve agent experience, and lift CSAT.
What it covers
This practitioner-level programme gives contact centre operations and customer experience leaders a hands-on grounding in the AI technologies reshaping modern service delivery — from voice AI and conversational bots to agent-assist copilots, automated quality monitoring, and workforce management forecasting. Participants learn to evaluate vendors, design deployment roadmaps, measure CX impact, and manage the human-change elements of AI adoption. Sessions combine real-world case studies, live tool demonstrations, and structured planning workshops so leaders leave with an actionable implementation plan. The format is a blended programme of instructor-led workshops and self-paced modules, suitable for in-person or virtual delivery.
What you'll be able to do
- 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
Topics covered
- 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
Delivery
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.
What makes it work
- 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
Common mistakes
- 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
When NOT to take this
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.
Providers to consider
Sources
This training is part of a Data & AI catalog built for leaders serious about execution. Take the free diagnostic to see which trainings your team needs.