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Topic 09 of 10

Systems & unit cost

The systems an agent works inside, CRM, ERP and the contact centre, the screen an operator uses all day, and what each resolved case costs.

  • 11 lessons
  • 6.3 h reading
  • 13.3 h hands-on
  • 3 on the FDE path
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Lessons

  1. 01Agents inside CRM, ERP and ITSMPath · stage 4Integrate where the highest-value first use cases live. Pro
  2. 02Agents where people already workSlack, Teams and the tools of the day, not a new tab. Pro
  3. 03Voice agents and conversation designSpecialisation LabThe voice stack, turn-taking and channels, from speech in to speech out. Pro
  4. 04Voice in the contact centreSpecialisation LabJoin real calls: telephony, transfers and contact-centre platforms. Pro
  5. 05Cost per resolved casePath · stage 6The model economics the CFO will ask about, in their units. Pro
  6. 06Routing models to fund the rolloutSend the easy majority to cheaper models, with fallbacks and cost controls. Pro
  7. 07Making it feel fastServing and latency work, because perceived speed drives adoption. Pro
  8. 08When to fine-tune, and when not toSpecialisationData, technique and serving, once the cheaper options are ruled out. Pro
  9. 09FinOps and chargeback LabAttribute cost per team, so the enterprise will scale the spend. Pro
  10. 10Scaling for the week after launchPlan for traffic that looks nothing like the pilot. Pro
  11. 11The screen the operator uses all dayPath · stage 4Design the queue and the decision card, then measure time to decision. Pro