Description

AI + Human Synergy: Leading the AI-Enabled Contact Center

This course equips leaders with the skills to confidently navigate an AI-enabled contact center—combining technology, human judgment, and modern coaching practices to elevate both agent performance and customer experience.

Module 1: Understanding AI in CX

• Identify how AI and automation are reshaping the agent and leader roles.
• Recognize opportunities to pair AI insights with human coaching.
• Separate myths from realities in AI adoption.

Module 2: Human-Centered Communication in an AI-Driven World

• Maintain empathy and authenticity in automated workflows.
• Adjust coaching and language for blended human/AI interactions.
• Recognize and reinforce behaviors that build trust through technology.

Module 3: Redesigning Coaching Around AI Insights

• Use AI-powered QA and analytics to inform targeted coaching.
• Build confidence in interpreting AI feedback fairly and accurately.
• Integrate technology into developmental conversations.

Module 4: Future-Proofing the Human Skillset

• Identify the core human skills that complement automation.
• Build personal adaptability and continuous learning habits.
• Develop strategies for leading teams through technological change.