Draft — held for editorial review. The book is in 1st draft; this page is unlisted (noindex,nofollow) and not in the main navigation. Editing in progress before public release.
THE CONTACT-CENTRE AI VOLUME

AI in the Contact Centre

A principled guide to deploying AI in contact-centre operations — capability, value, operating model, leadership. Disciplined optimism, calibrated honesty, and the refusal that earns long-term standing.

5 parts15 chapters · 3 appendices
~70 ppA4 home-print, 15 SVG diagrams
20261st draft · held for review

What this book is for

For the operations leader, planner, QM analyst, or transformation lead trying to make calibrated decisions about CC AI without getting captured by vendor claims, executive enthusiasm, or their own fear. Written for UK and European operations specifically, with regulatory framing throughout.

"CC AI is a means, not an end. The end is the same end that runs through every operational discipline — better outcomes for customers, agents, and the operation. AI is one route; sometimes the right route; sometimes not."

slate · electric blue Signature colour #1F3A6B · pairs across the series with Voice of Customer, Operations Leadership and People in the CC.

Contents

  • Part 1 — The landscape
  • 1. The 2026 AI landscape
  • 2. The CC AI hype cycle
  • 3. The decision discipline
  • Part 2 — The capabilities
  • 4. Speech & text analytics
  • 5. Predictive AI
  • 6. Agent-assist
  • 7. Conversational AI
  • 8. Generative AI
  • Part 3 — Value
  • 9. Value cases that work
  • 10. Value cases that don’t (or don’t yet)
  • 11. Honest measurement of value
  • Part 4 — Operating
  • 12. The operating model
  • 13. Risk & compliance
  • 14. Implementation patterns
  • Part 5 — Leading
  • 15. Leading CC AI
  • Appendices
  • A. Glossary · B. Maturity assessment · C. Templates

Related articles on the site

Drawn from the chapters of this book — live articles you can read now:

The 2026 AI landscape The CC AI hype cycle The decision discipline that prevents waste Speech & text analytics for planners Predictive AI without action is just a number Agent-assist — augment, don’t overwhelm

Plus seven more queued through Sep 2026, each on a chapter from the book.

AI in the Contact Centre — cover

1st-draft cover · held for editorial review

Download · preparing

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Part of the ccplanning series. Pairs across the cross-functional volumes: Voice of Customer, Operations Leadership, and People in the Contact Centre. Not legal, financial, or compliance advice.