Advanced Contact Center Management

What you'll learn
Track 30+ contact center KPIs including FCR, AHT, CSAT, NPS, CES, and ASA with formulas and benchmarks
Compare in-house, outsourced, and hybrid operating models using the weighted decision framework
Configure skill-based and AI-driven routing rules across omnichannel queues using the routing engine template
Implement AI bot-to-human handoffs with context preservation, escalation triggers, and agent briefing
Use a 50+-tool professional toolkit including assessments, frameworks, checklists
Requirements
No prior knowledge required
Description
This course contains the use of artificial intelligence.
68% of contact centers fail compliance audits due to gaps in call handling documentation, data protection protocols, and quality monitoring. The included 51-tool practitioner toolkit provides a 6-dimension maturity model, role-specific agent competency registry, real-time dashboard with 15-minute metric updates, and a 200+ term glossary covering ACD, IVR, WFM, CCaaS, NLU, and containment rate.
What You Will Be Able to Do After This Course
• Track 30+ contact center KPIs including FCR, AHT, CSAT, NPS, CES, ASA, and abandonment rate using the included framework with calculation formulas and industry benchmarks
• Compare in-house, outsourced, and hybrid operating models using the decision framework scoring cost, control, scalability, and compliance
• Configure skill-based, priority, and AI-driven routing rules across omnichannel queues using the unified routing engine template
• Implement seamless AI bot-to-human handoffs using the standardized protocol with context preservation, escalation triggers, and agent briefing steps
• Use speech and text analytics to identify compliance risks, sentiment trends, and coaching opportunities using the quality monitoring protocol
• Combine AI, RPA, and process mining to automate end-to-end workflows using the hyperautomation strategy playbook
Why This Course Is Different
Why This Course Is Different: Built by The Art of Service with 25 years of expertise across 160 countries, covering 692 compliance frameworks and 13,000+ controls.
Why Now?
If you are not tracking FCR, AHT, CES, and abandonment rate on a real-time dashboard, and your AI bot-to-human handoffs lack context preservation, you are losing customers and risking regulatory penalties. Why Now? Cross-border privacy rules and AI transparency mandates are already being enforced. Regulatory scrutiny on customer data handling is intensifying. Waiting one quarter puts your organization at risk of noncompliance, operational inefficiency, and customer churn.
INCLUDED: 50+-Tool Professional Implementation Toolkit
Think of it as having a 20-year expert standing next to you while you apply what you learn. Professional-grade templates, frameworks, checklists, and reference tools built specifically for this course
• Assessment and Planning - Current-state assessment, maturity models, gap analysis, stakeholder mapping, and project planning tools
• Models and Frameworks - Core domain frameworks, classification systems, entity registries, and authoritative reference catalogs
• Processes and Handoffs - Process maps, interface specifications, handoff protocols, and cross-team coordination tools
• Operations and Execution - Runbooks, execution checklists, step-by-step SOPs, and role-based task guides for day-to-day work
• Performance and KPIs - Metrics frameworks, KPI trackers, dashboard templates, and benchmarking tools
• Quality and Compliance - Audit checklists, risk matrices, incident logs, non-conformance templates, and compliance frameworks
• Sustainment and Support - Long-term sustainment guides, continuous improvement tools, and team empowerment frameworks
• Advanced Topics - Scaling playbooks, optimisation frameworks, future-state planning, and advanced practitioner tools
• Reference - Glossaries, standards cross-references, decision frameworks, and authoritative lookup resources
Every XLSX file includes an Instructions tab with Pro Tips and sample data. Every PDF includes How to Use and Quick Reference sections.
Who this course is for
Contact center managers and directors optimizing performance, compliance, and omnichannel operations