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GenAI for Call Centers training course for Managers


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Summary

The British Academy for Training and Development offers a GenAI for Call Centers training course. The programme will be relevant to managers working in call centers to enhance their understanding and equip them with the skills to promote customer experience, operational efficiencies, and employee productivity through the use of Artificial Intelligence. Attendees will develop skills to implement automation using GenAI, work on modeling customer interaction with AI support, and manage deployment for customised AI tools such as chatbots, auto-reply systems, and AI-assisted quality monitoring. The programme will also delve into concepts such as data privacy, boards for ethics in AI, and compliance with regard to the work done in call centers. 

Managers will gain insights into different areas of applications like real-time sentiment analysis and predictive analytics, which will empower them to make more informed decisions and offer support. With strong emphasis on change management, this course will also include details on basic training to be conducted on teams for AI adoption, managing AI-integrated CRMs, and the evaluation of AI performance metrics. 

At the end of the course, attendees will be equipped to strategically lead the AI transformation in Call Centers, enhance customer service outcomes, and help their institutions keep a competitive edge in this digital age. 

Objectives and target group

Objectives:
By the end of the course attendees will be able to:

  • Train call center managers in the implementation and management of Generative AI instruments.

  • Customer satisfaction, turnaround time, and service accuracy improvement through AI integration.

  • AI-powered data analytics and customer insights for strategic decision-making.

  • Operational efficiency improvement through automation of repetitive tasks and standard queries.

  • Ethical and lawful use of AI technology within the call center environment.

Who Should Attend?
This course is ideal for:

  • Call Center Managers

  • Supervisors

  • Team Leaders in Customer Support

  • Operations Managers overseeing customer engagement

  • Business Analysts

  • Process Improvement Officers

  • IT Managers responsible for service automation

  • CX (Customer Experience) Strategy Professionals

How Will Attendees Benefit?
In this course attendees will gain many benefits:

  • Strategic AI Integration: Lead and manage the integration of Generative AI tools into call center environments to command them best for efficiency and service delivery purposes.

  • Improved Customer Experience: Utilise artificial intelligence for real-time sentiment analysis, customised communication, and rapid query resolution to improve customer happiness.

  • Operational efficiency: Learn how to automate repetitive tasks, reduce handling time, and increase workflow efficiency by using AI chatbots and auto responders.

  • Data-Driven Decision-Making: Learn how to make evidence-based strategic decisions through predictive analytics and AI-generated insights to enhance team performance and resource planning.

  • Quality Monitoring & Performance Management: AI monitoring solutions can better track agent performance, compliance and improve service consistency.

  • Ethical AI Deployment: To implement responsible AI approaches, understand data privacy laws, governance frameworks, and AI ethics.

  • Team Preparation & Adoption: Know how to create teams that are already, develop an innovative culture, and successful change management projects.

  • Competitive Advantage: Be ahead in the digital revolution process by using advanced AI technologies to transform customer service processes.

Course Content

Module 1: Introduction to Generative AI in Call Centers

  • Understanding the basics of Generative AI

  • Overview of AI technologies used in customer service

  • Key trends in AI-powered call center operations

Module 2: Automation and Workflow Enhancement

  • Automating call handling with AI-driven chatbots

  • Implementing auto-reply systems for email and chat support

  • Streamlining workflows using AI assistants

Module 3: Personalised Customer Experience with AI

  • Using Natural Language Processing (NLP) to improve communication

  • Real-time sentiment analysis for customer mood detection

  • Designing customised AI interaction models

Module 4: AI-Driven Performance Monitoring

  • Implementing AI-based quality assurance tools

  • Predictive analytics for customer behaviour forecasting

  • AI in agent performance evaluation

Module 5: Data Governance and Ethical Considerations

  • Ensuring data privacy and compliance in AI systems

  • Addressing ethical concerns in AI-based decision making

  • Building transparent and accountable AI workflows

Module 6: Change Management and Team Readiness

  • Preparing teams for AI adoption and digital transformation

  • Managing AI integration into existing CRMs and platforms

  • Training staff to work with AI co-pilot tools

Module 7: Strategic Implementation and Case Studies

  • Developing an AI transformation roadmap

  • Evaluating return on investment (ROI) of GenAI tools

  • Reviewing real-world case studies and success stories

Course Date

2026-02-16

2026-05-18

2026-08-17

2026-11-16

Course Cost

Note / Price varies according to the selected city

Members NO. : 1
£4000 / Member
Members NO. : 2 - 3
£3200 / Member
Members NO. : + 3
£2480 / Member
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