01 - Leveraging AI in contact centers (3.37 MB)
02 - The promise of AI to solve customer service gaps (9.51 MB)
03 - What is a change management program (8.15 MB)
01 - Why AI and why change management (9.93 MB)
02 - The use cases of AI in the contact center (16.31 MB)
03 - What is agent experience (11.35 MB)
04 - How to implement AI in the contact center (9.57 MB)
01 - Assessing organizational readiness (15.15 MB)
02 - Key elements of change management in the contact center (9.98 MB)
03 - Training and upskilling staff for AI adoption (15.31 MB)
04 - Engaging high performing agents to coach others (9.81 MB)
01 - Continuous improvement of AI in the contact center (15.87 MB)
02 - Where does AI belong to help contact center agents (9.38 MB)
03 - KPIs for AI in the contact center (13.91 MB)
04 - Gathering feedback for continuous improvement (10.74 MB)
01 - Next steps (4.05 MB)