Role-Based Programme
RB1263

AI for Contact Centre & Voice Support

Advanced Conversation Intelligence, Agent Assist & Customer Experience Excellence

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Duration
32 Hours
Level
Advanced
Delivery
Instructor-Led
Format
Capability Development

Programme Objectives

  • Develop advanced capability to apply AI across inbound and outbound voice support, call handling, agent assistance, quality monitoring, coaching, and customer experience.
  • Use AI-assisted conversation analysis to identify customer intent, sentiment, urgency, recurring issues, compliance gaps, and service-improvement opportunities.
  • Apply AI to call preparation, real-time support, post-call summaries, knowledge retrieval, escalation management, quality assurance, and agent development.
  • Use AI-assisted analytics to improve first-call resolution, average handling effectiveness, customer satisfaction, agent productivity, and service consistency.
  • Build responsible AI-enabled Contact Centre workflows with strong privacy, consent, security, quality controls, escalation, and human oversight.

Tools covered

Generative AI AssistantsConversation IntelligenceSpeech AnalyticsSentiment AnalysisCall SummarisationAgent AssistKnowledge RetrievalIntent ClassificationQuality MonitoringCall CoachingVoice-of-Customer AnalysisWorkforce InsightsWorkflow AutomationAI AgentsDecision-Support Tools

Who should attend

  • Contact Centre Managers
  • Call Centre Managers
  • Voice Support Managers
  • Customer Service Team Leaders
  • Contact Centre Supervisors
  • Voice Support Executives
  • Customer Service Executives
  • Quality Analysts
  • Contact Centre Quality Managers
  • Workforce Management Professionals
  • Customer Experience Professionals
  • Escalation Managers
  • Agent Coaching & Training Professionals
  • Contact Centre Operations Analysts
  • Leaders Responsible for Voice-Based Customer Service

Prerequisites & Participant Readiness

  • Experience in contact centre operations, voice support, customer service, quality assurance, or customer experience
  • Familiarity with call handling, escalation, service metrics, quality monitoring, and customer communication
  • Basic awareness of Generative AI and common business applications
  • Comfort working with customer conversations, service records, and operational data
  • No programming knowledge required

TOC Modules

Concepts
  • Understanding Generative AI, speech analytics, reasoning models, automation, and AI agents
  • Exploring AI applications across call handling, agent assist, quality, coaching, and customer insights
  • Distinguishing AI-assisted voice support from fully autonomous customer conversations
  • Understanding hallucinations, customer-data sensitivity, privacy, bias, and human accountability
Practical activities
  • Mapping AI opportunities across the voice-support lifecycle
  • Identifying activities suitable for augmentation, automation, or continued human ownership
  • Creating an AI opportunity map for Contact Centre operations

Scenarios

High Call Volume to AI-Assisted Contact Centre Operations

Incoming Calls → Intent Classification → Customer Context → Agent Assist → Guided Resolution → Call Summary → Quality Review → Performance Analytics

Participants use AI to redesign a high-volume Contact Centre workflow, improve routing and agent assistance, reduce repetitive work, strengthen quality, and improve customer experience.

Low Customer Satisfaction to Voice Experience Improvement Plan

Call Transcripts → Sentiment Analysis → Complaint Themes → Agent Behaviour → Resolution Gaps → Coaching → Process Improvements → CSAT Metrics

Participants use AI to analyse low customer satisfaction across voice interactions, identify recurring customer and agent issues, design targeted coaching and process improvements, and establish measurable experience-improvement actions.

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