ICMI Unveils AI Optimization Assessment Tool to Empower Contact Centers to Better Serve Their Customers
June 20 2024 - 10:00AM
Business Wire
ICMI "AI Pulse Check: How Contact Centers Are Really
Implementing This Transformative Technology" webinar takes place on
June 25
The International Customer Management Institute (ICMI), the
leading global provider of comprehensive resources for customer
management professionals, today unveils an AI optimization
assessment tool to empower contact centers to better serve their
customers.
As contact centers grapple with the complexities of AI adoption,
a strategic framework becomes essential for assessing AI
optimization and ensuring successful implementation. Before
introducing more tech into an organization’s stack, understanding
how to optimize the approach is key. Without proper planning of
existing infrastructure, skillsets, data governance and success
measures, the initiatives may cost more, resources may be wasted,
and the result may become unusable.
Tara Gibb, Senior Director, ICMI said, “ICMI can help contact
centers chart the most effective course when it comes to AI
adoption. As the contact center industry’s leading thought leader
for nearly 40 years, our expert consultants will work with an
organization to assess its AI approach and collaborate with contact
center leaders to evolve their strategy and execution plans. Our
experts can even help to navigate the rapidly changing vendor
landscape, provide guidance about the vendor selection process and
offer support through go-live and beyond. Additionally, our
holistic, vendor-agnostic approach ensures that an organization
selects the right AI solutions using a people-first approach that
prepares your operations and workforce for seamless
integration.”
To understand where you are on the optimization scale, click
here for a free self-assessment survey and scorecard. The survey
will consider team readiness, knowledge-based optimization, process
intelligence, data centralization and past AI adoption
experiences.
In addition, ICMI will be hosting the "AI Pulse Check: How
Contact Centers Are Really Implementing This Transformative
Technology" webinar on June 25 at 2 p.m. Eastern.
Brad Cleveland, Senior Advisor & Co-Founder, ICMI, Steve
Campbell, President, Team Rebus and ICMI Consultant, and Josh
Streets, CEO and Founder, Scoreboard Group Consulting and ICMI
Consultant will discuss the state of AI implementation and its use
in the contact center with Daniel Thomas, Enterprise IT Principal
Analyst, ICMI, moderating. The webinar will cover where contact
centers are on the maturity and adoption scales for AI
implementation and management; case studies and lessons learned
from actual AI deployments; examples of AI use cases; and strategic
insights and guidance for how to address common hurdles in
implementation.
Click here to register.
For more information on AI and technology consulting for the
contact center, contact Todd Piccuillo at
Todd.Piccuillo@informa.com.
Follow ICMI on X, LinkedIn, YouTube and Facebook.
ABOUT ICMI
The International Customer Management Institute (ICMI) is the
leading global provider of comprehensive resources for customer
management professionals -- from frontline agents to executives --
who wish to improve customer experiences and increase efficiencies
at every level of the contact center. Since 1985, ICMI has helped
more than 50,000 organizations in 167 countries through training,
events, consulting, and informational resources. ICMI's experienced
and dedicated team of industry insiders, trainers, and consultants
are committed to helping you raise the strategic value of your
contact center, optimize your operations and improve your customer
service. ICMI is brought to you by Informa Tech.
About Informa Tech
Informa Tech is a leading provider of market insight and market
access to the global business technology community. Through
in-depth expertise and an engaged audience community, Informa Tech
helps business professionals make better technology decisions and
marketers reach the most powerful tech buyers and influencers in
the world. Across its portfolio of over 100+ trusted brands,
Informa Tech has over 1000 industry experts, including over 400
research analysts and consultants in global research group Omdia,
and a monthly audience reach of over 125 million. Informa Tech is a
division of FTSE 100 company Informa plc.
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version on businesswire.com: https://www.businesswire.com/news/home/20240620321204/en/
Meryl Franzman ICMI meryl.franzman@informa.com
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