| "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.
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