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 B — Readiness Checklists
Diagnostic tools for the voice AI transformation: a 20-question readiness assessment, a 25-question vendor security screen, a DPIA template, five survey designs, an executive readiness agenda, and the weekly operating rhythm for a live AI program.
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.
Chapter 11 — The Changing Job Market and New Enterprise Roles
Which contact center jobs shrink, which grow, and how today's agents actually bridge into the new roles. The workforce transition as a role-definition problem, not a headcount problem.