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AI Readiness Assessment for Your Contact Centre

Critical Areas for Consideration

Readiness Assessment for AI Implementation
in a Contact Centre - Part #2

Critical Areas for Consideration 

 


The key to unlocking the benefits of artificial intelligence in a way that compliments and improves your version of  your orchestrated customer experience, will depend on the degree and breadth of the Readiness Assessment. AI can be so much more than automating a call type. It can bring Cx, Ex and efficiency gains in almost every aspect of you contact centre including (but not limited to); HR, Quality, Workflow, Call Flow, Scripting, Sentiment identification and proactive prompting, agent assist, WFM (Intraday, forecasting), gamification, performance management etc. 


When assessing your contact centre's readiness to implement AI, consider including the following key areas in the scope.


1.     Current Technology Infrastructure


2.     Data Management


3.     Workforce Readiness


4.     Business Processes

5.     AI Strategy and Goals


6.     Vendor and Solution Evaluation


7.     Regulatory and Compliance Considerations


8.     Financial Assessment


9.     Customer Impact

10.   Scalability and Future-Proofing


11.   Knowledge Management


12.   Communication and Collaboration Tools


13.   Customer Journey Mapping


14.   Cultural Readiness


15.   Quality Management


16.   Contact Types, Reasons, and Complexity


17.   Workforce Management (WFM)


18.   Recruiting and Hiring Process


19.   Reporting and Analytics


20.   Gamification


21.   Call Guides


22.   CRM Systems


23.   IVR Systems


24.   CCaaS Platform Capabilities and Limitations


25.   Email and Chat Channels


26.   Business Discovery and Opportunities:


27.   AI Model Development and Deployment Assessment:


28.   Roadmap for Implementing AI:


Including these areas in your assessment will provide a comprehensive understanding of the contact centre’s readiness to implement AI and help ensure a successful transition.



Eric Young
President
Tele-Centre Assist Inc.
www.telecentreassist.com