methodology for developing ai strategies in contact centers

You Will Learn:

• An essential method along with the activities required in order to develop a strategy for digital transformations; progressing logically from assessing current state contact types and customer journeys to evaluating future state options for self-service automation & omnichannel interactions.

• Foundational Concepts and Frameworks: Understand the core principles of digital self-service and omnichannel strategy, including the latest trends and best practices in the industry.

• Future State Planning and Justification: Learn to identify potential future state solutions, build a robust business case for these innovations, and outline a roadmap for strategic enhancements.

Learning Modules:

1.  Introduction to Omni-Channel Strategy - 3 Sessions

2.  Advanced Digital Self-Service Strategies; Introduction - 4 Sessions  

3.  Current State Discoveries; Omni-Channel Contact Types - 4 Sessions

4.  Current State Data Capture - Customer Journey - 1 Session  

5.  Current State Analysis - 2 Sessions  

6.  Customer Experience & Future State Options - 7 Sessions  

7.  Designing & Implementing Omni-Channel Strategies - 3 Sessions  

8.  Implementation & Optimization - 6 Sessions  

9.  Best Practices - 2 Sessions  

How it Works:

• 9 Modules (32 Sessions (60 min ea.)) to choose from - Ad Hoc Selection 

• Complete all modules for Certification (& get 50% off!);  Contact Center Digital Strategy Development.