The AI Contact Center Handbook
A practical field guide to customer experience in the age of agentic AI — chapter by chapter, for teams evaluating AB Support.
Appendix F — CX Math and Operational Models
The four pieces of math a CX leader should be able to sketch on a whiteboard — Erlang C with a worked example, Erlang O concurrency, LLM inference economics with model routing and caching, containment arithmetic, and blended cost per contact.
Appendix A — Glossary
A single alphabetical A–Z glossary covering the contact center industry, AI, and compliance — every acronym you will hear in a CCaaS bake-off, a QBR, or a security review, defined in one sentence.
The Toolkit — Six Appendices
Six practical reference tools from The AI Contact Center Handbook — glossary, readiness checklists, compliance frameworks, MCP developer toolkit, vendor market guide, and CX math.
Part 3 — Quality & Measurement
Part 3 of the AI Contact Center Handbook — how quality assurance, workforce engagement, and personalization change when AI does the talking. Covers WEM (Ch 6) and hyper-personalization plus omnichannel journeys (Ch 7).
Chapter 6 — Intelligent Workforce Engagement Management (WEM)
Chapter 6 walkthrough from The AI Contact Center Handbook. WEM — the operational muscle behind scheduling, forecasting, and quality — is being rebuilt from Excel and Erlang C into a system that learns, monitors 100% of calls, and reforecasts intraday in ninety seconds.