42 Rules to Manage an AI Center of Excellence for Your Contact Center PDF Download
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Author: Geoffrey A Best
Publisher: Super Star Press
ISBN: 9781607731306
Category : Business & Economics
Languages : en
Pages : 0
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Book Description
42 Rules to Manage an AI Center of Excellence for Your Contact Center by Geoffrey Best is an essential guide for organizations seeking to leverage AI in their contact centers. This book targets contact center managers, AI practitioners, and business leaders aiming to establish an effective AI Center of Excellence (AI-CoE) within their operations. Its primary purpose is to provide a structured framework for integrating AI into contact centers, aligning AI initiatives with business objectives, enhancing customer experience, and driving operational efficiency. The book highlights the AI-CoE's role as a centralized hub for AI strategy, governance, and innovation. It emphasizes that an AI-CoE is not merely a technological initiative but a strategic component requiring meticulous planning, a clear vision, and alignment with organizational goals. The book outlines how an AI-CoE should coordinate AI activities, set standards, and oversee AI projects to guarantee consistency and maximize AI benefits. Innovation and continuous improvement are central themes. The AI-CoE must foster a culture of experimentation with new AI technologies and methodologies, including pilot projects and proof-of-concept initiatives. These efforts are crucial for maintaining technological relevance and meeting evolving customer expectations. Data and analytics play a critical role in the AI-CoE. Effective data management strategies are essential, involving data repository management, quality assurance, and advocacy for data integrity. The book describes the process of an AI-CoE for developing advanced analytical models and algorithms to transform data into actionable intelligence, thus supporting informed decision-making and innovation. The book also underscores the importance of human capital. It discusses how AI-CoE is not just about technology but also about people. The book focuses on attracting, training, and retaining AI talent through training programs, workshops, and collaboration sessions and how these efforts enhance AI literacy across the organization, equipping employees with the necessary skills for an AI-augmented environment and addressing concerns about job displacement. Security and privacy are paramount. The book describes the responsibility of AI-CoE to establish robust cybersecurity protocols, monitor systems for potential breaches, and develop contingency plans for security incidents. Ensuring ethical AI use and protecting customer data is essential for maintaining trust and compliance. In conclusion, 42 Rules to Manage an AI Center of Excellence for Your Contact Center offers a comprehensive approach to establishing and operating an AI-CoE. By addressing strategic alignment, technology and innovation, governance, data and analytics, talent and expertise, and security and privacy, the book provides a roadmap for leaders to navigate AI integration complexities, driving business transformation and enhancing customer service operations.
Author: Geoffrey A Best
Publisher: Super Star Press
ISBN: 9781607731306
Category : Business & Economics
Languages : en
Pages : 0
Get Book Here
Book Description
42 Rules to Manage an AI Center of Excellence for Your Contact Center by Geoffrey Best is an essential guide for organizations seeking to leverage AI in their contact centers. This book targets contact center managers, AI practitioners, and business leaders aiming to establish an effective AI Center of Excellence (AI-CoE) within their operations. Its primary purpose is to provide a structured framework for integrating AI into contact centers, aligning AI initiatives with business objectives, enhancing customer experience, and driving operational efficiency. The book highlights the AI-CoE's role as a centralized hub for AI strategy, governance, and innovation. It emphasizes that an AI-CoE is not merely a technological initiative but a strategic component requiring meticulous planning, a clear vision, and alignment with organizational goals. The book outlines how an AI-CoE should coordinate AI activities, set standards, and oversee AI projects to guarantee consistency and maximize AI benefits. Innovation and continuous improvement are central themes. The AI-CoE must foster a culture of experimentation with new AI technologies and methodologies, including pilot projects and proof-of-concept initiatives. These efforts are crucial for maintaining technological relevance and meeting evolving customer expectations. Data and analytics play a critical role in the AI-CoE. Effective data management strategies are essential, involving data repository management, quality assurance, and advocacy for data integrity. The book describes the process of an AI-CoE for developing advanced analytical models and algorithms to transform data into actionable intelligence, thus supporting informed decision-making and innovation. The book also underscores the importance of human capital. It discusses how AI-CoE is not just about technology but also about people. The book focuses on attracting, training, and retaining AI talent through training programs, workshops, and collaboration sessions and how these efforts enhance AI literacy across the organization, equipping employees with the necessary skills for an AI-augmented environment and addressing concerns about job displacement. Security and privacy are paramount. The book describes the responsibility of AI-CoE to establish robust cybersecurity protocols, monitor systems for potential breaches, and develop contingency plans for security incidents. Ensuring ethical AI use and protecting customer data is essential for maintaining trust and compliance. In conclusion, 42 Rules to Manage an AI Center of Excellence for Your Contact Center offers a comprehensive approach to establishing and operating an AI-CoE. By addressing strategic alignment, technology and innovation, governance, data and analytics, talent and expertise, and security and privacy, the book provides a roadmap for leaders to navigate AI integration complexities, driving business transformation and enhancing customer service operations.
Author: Mikhail Naumov
Publisher: Lioncrest Publishing
ISBN: 9781619618015
Category : Computers
Languages : en
Pages : 150
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Book Description
As a customer service professional, your goal is to help your customers by solving their concerns quickly and effectively. This isn't easy to accomplish if you're spending half of your day on repetitive processes that slow down progress. Recent advances in technology make it possible-here and now-to manage those tasks, and Mikhail Naumov will show you how to transform your contact center and your business with practical artificial intelligence. "AI Is My Friend" describes how machine learning software enhances your contact center's performance. In this guide "from the trenches," Mikhail reveals what you must know about incorporating AI solutions in a contact center, making this book an indispensable customer service handbook for the twenty-first century.
Author: Marco Iansiti
Publisher: Harvard Business Press
ISBN: 1633697630
Category : Business & Economics
Languages : en
Pages : 175
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Book Description
"a provocative new book" — The New York Times AI-centric organizations exhibit a new operating architecture, redefining how they create, capture, share, and deliver value. Now with a new preface that explores how the coronavirus crisis compelled organizations such as Massachusetts General Hospital, Verizon, and IKEA to transform themselves with remarkable speed, Marco Iansiti and Karim R. Lakhani show how reinventing the firm around data, analytics, and AI removes traditional constraints on scale, scope, and learning that have restricted business growth for hundreds of years. From Airbnb to Ant Financial, Microsoft to Amazon, research shows how AI-driven processes are vastly more scalable than traditional processes, allow massive scope increase, enabling companies to straddle industry boundaries, and create powerful opportunities for learning—to drive ever more accurate, complex, and sophisticated predictions. When traditional operating constraints are removed, strategy becomes a whole new game, one whose rules and likely outcomes this book will make clear. Iansiti and Lakhani: Present a framework for rethinking business and operating models Explain how "collisions" between AI-driven/digital and traditional/analog firms are reshaping competition, altering the structure of our economy, and forcing traditional companies to rearchitect their operating models Explain the opportunities and risks created by digital firms Describe the new challenges and responsibilities for the leaders of both digital and traditional firms Packed with examples—including many from the most powerful and innovative global, AI-driven competitors—and based on research in hundreds of firms across many sectors, this is your essential guide for rethinking how your firm competes and operates in the era of AI.
Author: Real Bergevin
Publisher: John Wiley & Sons
ISBN: 9780470677438
Category : Business & Economics
Languages : en
Pages : 0
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Book Description
Tips on making your call center a genuine profit center In North America, call centers are a $13 billion business, employing 4 million people. For managers in charge of a call center operation, this practical, user-friendly guide outlines how to improve results measurably, following its principles of revenue generation, efficiency, and customer satisfaction. In addition, this new edition addresses many industry changes, such as the new technology that's transforming today's call center and the location-neutral call center. It also helps readers determine whether it's cost-efficient to outsource operations and looks at the changing role and requirements of agents. The ultimate call center guide, now revised and updated The authors have helped over 60 companies improve the efficiency and effectiveness of their call center operations Offers comprehensive guidance for call centers of all sizes, from 20-person operations to multinational businesses With the latest edition of Call Centers For Dummies, managers will have an improved arsenal of techniques to boost their center's bottom line.
Author: Todd Hewlin
Publisher: John Wiley & Sons
ISBN: 1119541905
Category : Business & Economics
Languages : en
Pages : 288
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Book Description
Harness your company’s incumbent advantages to win the digital disruption game Goliath’s Revenge is the practical guide for how executives and aspiring leaders of established companies can run the Silicon Valley playbook for themselves and capitalize on digital disruption. Technologies like artificial intelligence, robotics, internet of things, blockchain, and immersive experiences are changing the basis of competition in every industry. New competitors are emerging while traditional ones are falling behind. Periods of intense change provide remarkable opportunities. Goliath’s Revenge delivers an insider’s view of how industry leaders like General Motors, NASA, The Weather Channel, Hitachi, Mastercard, Proctor & Gamble, Penn Medicine, Discovery, and Cisco are accelerating innovation, building new skills, and disrupting themselves to come out stronger in this post-digital age. Learn how to leverage your company’s scale, reach, data, and expertise to launch breakthrough offerings that fend off attackers and secure your position as a future industry leader. Using real success cases and recommendations, this invaluable resource shows how to realign your business model, reset your talent development priorities, and retake market share lost to digital-ready competitors. Drawing from extensive experience in digital transformation, leadership development, and strategic planning, the authors show how established companies can switch from defense to offense to thrive in this new digital environment. Learn the six new rules that separate winners from losers in the age of digital disruption Prioritize your innovation investments to rebuild your competitive moat Employ smart cannibalization to defend your core business Deliver step-change customer outcomes to grow into adjacent markets Reframe your purpose and make talent the centerpiece of your digital innovation strategy Goliath’s Revenge is a must-read for business leaders and innovators in small, mid-sized, and large organizations trying to win the digital disruption game. This book helps you reset both your company strategy and professional development priorities for long-term success.
Author: Greg Orme
Publisher: Pearson UK
ISBN: 1292267909
Category : Business & Economics
Languages : en
Pages : 214
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Book Description
The world is spinning so fast it’s difficult to keep up. Two hundred and fifty years ago the Industrial Revolution replaced our arms and legs at work. The fourth Industrial Revolution is now replacing our brains. This technological shift is engulfing organisations and people. It’s challenging the very essence of what it means to be human. Daily news headlines pose existential questions that used to belong in the pages of science fiction: Will a machine take my job? Are we becoming cyborgs? What happens when super computers become self-aware? If we can’t compete with artificial intelligence, what’s left? Innovation guru Greg Orme provides a helpful, funny and supportive shove in the right direction. He explores the skills you need to survive and thrive in a world of artificial intelligence. He urges you to stop competing, and instead do things machines can’t. To become a more human, human. This is a practical toolkit to master three intrinsically human ‘super powers’: 1. To ignite your innate CURIOSITY in a world of accelerating change... 2. To rediscover your CREATIVITY to produce an avalanche of game-changing ideas... 3. To develop CONNECTIVITY to kindle the passion, persistence and insights to successfully engage fellow humans to turn human creativity into business innovation. These career-enhancing capabilities have been identified in Orme’s work with business managers and organisations across the globe. They draw upon the latest psychological and neuroscience research, the unique philosophies of successful entrepreneurs, the practises of the world’s most innovative companies, as well as the habits of great artists, designers and scientists. The full text downloaded to your computer With eBooks you can: search for key concepts, words and phrases make highlights and notes as you study share your notes with friends eBooks are downloaded to your computer and accessible either offline through the Bookshelf (available as a free download), available online and also via the iPad and Android apps. Upon purchase, you'll gain instant access to this eBook. Time limit The eBooks products do not have an expiry date. You will continue to access your digital ebook products whilst you have your Bookshelf installed.
Author: Samala Nagaraj
Publisher: IGI Global
ISBN: 1668442485
Category : Computers
Languages : en
Pages : 293
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Book Description
"As digital technology is taking the world in a revolutionary way and business related aspects are getting smarter this book is a potential research source on the Artificial Intelligence-based Business Applications and Intelligence"--
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ISBN:
Category :
Languages : en
Pages : 206
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Book Description
Backpacker brings the outdoors straight to the reader's doorstep, inspiring and enabling them to go more places and enjoy nature more often. The authority on active adventure, Backpacker is the world's first GPS-enabled magazine, and the only magazine whose editors personally test the hiking trails, camping gear, and survival tips they publish. Backpacker's Editors' Choice Awards, an industry honor recognizing design, feature and product innovation, has become the gold standard against which all other outdoor-industry awards are measured.
Author: Introbooks
Publisher:
ISBN:
Category :
Languages : en
Pages : 50
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Book Description
In these highly competitive times and with so many technological advancements, it is impossible for any industry to remain isolated and untouched by innovations. In this era of digital economy, the banking sector cannot exist and operate without the various digital tools offered by the ever new innovations happening in the field of Artificial Intelligence (AI) and its sub-set technologies. New technologies have enabled incredible progression in the finance industry. Artificial Intelligence (AI) and Machine Learning (ML) have provided the investors and customers with more innovative tools, new types of financial products and a new potential for growth.According to Cathy Bessant (the Chief Operations and Technology Officer, Bank of America), AI is not just a technology discussion. It is also a discussion about data and how it is used and protected. She says, "In a world focused on using AI in new ways, we're focused on using it wisely and responsibly."
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Languages : en
Pages : 56
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Book Description
For more than 40 years, Computerworld has been the leading source of technology news and information for IT influencers worldwide. Computerworld's award-winning Web site (Computerworld.com), twice-monthly publication, focused conference series and custom research form the hub of the world's largest global IT media network.
