AI‑Powered CX Contact Centre Team Leadership Skills – Training Program
CX contact centres operate in a high‑pressure environment where customers expect fast, accurate and empathic responses across every interaction. Team Leaders are under constant pressure to manage performance, reduce escalations and maintain service levels while supporting diverse personalities and experience levels in their teams.
The AI‑Powered CX Contact Centre Team Leadership Skills program strengthens the capability of Team Leaders to lead high‑performing customer service teams in a fast‑changing, AI‑enabled environment. The training blends traditional leadership excellence with practical AI‑powered tools that enhance coaching, quality management, performance improvement and predictive team leadership.
Team Leaders learn how to use AI to analyse customer interactions, identify behavioural patterns, elevate service quality and guide agents toward consistent high performance. They also learn structured approaches for managing underperformers, preventing performance decline and building a proactive, high‑performance CX culture.
The result is a future‑ready leadership team that combines human insight with AI‑enabled capability to deliver exceptional customer experiences consistently.
Class Size & Target Audience
Maximum 20 participants per group.
- CX Contact Centre Team Leaders
- Supervisors and Senior Agents moving into leadership roles
- Quality Assurance Leads and Service Coaches
- Contact Centre Managers responsible for frontline teams
Duration: 2 days
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By the end of this program, Team Leaders will be able to combine strong people leadership skills with AI‑powered tools to lead CX teams with clarity, confidence and data‑driven insight.
Leadership & CX Objectives
- Lead CX contact centre teams with confidence, clarity and service focus
- Strengthen coaching, feedback and performance management skills
- Manage underperformers using structured, predictive and preventive strategies
- Reduce escalations by improving communication, ownership and emotional control
- Build a high‑performance CX culture based on accountability and continuous improvement
AI‑Powered Leadership Skills
- Use AI tools to analyse calls, chats and customer sentiment for coaching insights
- Identify behavioural patterns, skill gaps and performance risks using AI‑generated data
- Apply AI to support predictive and preventive team leadership decisions
- Use AI dashboards to make real‑time decisions on queues, service levels and priorities
- Leverage AI to design coaching plans, recognition routines and performance interventions
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Day 1 – AI‑Powered Leadership, Coaching & Managing Underperformers
AI‑Powered Leadership Foundations
Understanding the modern CX landscape and the role of AI in elevating team performance
How AI enhances decision‑making, coaching and service quality
Shifting from reactive leadership to proactive, insight‑driven leadership
Activity: Leaders analyse anonymised customer interactions using an AI tool and identify three leadership decisions that could be improved through AI‑supported insights
AI‑Enhanced Coaching and Feedback Mastery
Using AI tools to analyse calls, chats and customer sentiment
Identifying behavioural patterns and coaching opportunities with precision
Delivering feedback that is clear, actionable and emotionally intelligent
Activity: Participants receive AI‑generated coaching insights for a sample agent and conduct a live coaching simulation, converting AI data into a structured coaching conversation
Managing Underperformers with AI‑Supported Insights
Identifying early warning signs of performance decline
Using AI to pinpoint skill gaps, behavioural issues and training needs
Applying structured intervention frameworks to turn underperformers into consistent performers
Activity: Leaders review an AI‑generated performance risk report and design a personalised intervention plan for an underperforming agent
Predictive and Preventive Team Leadership
Using AI to forecast performance risks, customer dissatisfaction and escalation triggers
Preventing issues before they occur through proactive leadership routines
Building a team environment that reduces stress, errors and service breakdowns
Activity: Participants use a predictive dashboard to identify upcoming service risks and create a preventive leadership plan
Day 2 – AI‑Driven Quality, Real‑Time Decisions & CX Culture
AI‑Driven Quality Management and Customer Sentiment Analysis
Using AI to evaluate service quality, tone, empathy and compliance
Understanding customer emotion patterns and their impact on satisfaction
Transforming insights into targeted coaching and service improvements
Activity: Leaders examine AI‑generated sentiment and quality scores and propose three targeted improvements based on the insights
Real‑Time Decision Making Using AI Dashboards
Interpreting live data to guide team actions and service priorities
Managing queues, escalations and service levels with AI‑supported clarity
Making fast, confident decisions during peak periods
Activity: Participants run a simulated peak‑hour scenario using a live dashboard and make real‑time decisions to stabilise service levels
Building a High‑Performance CX Culture
Creating a culture of ownership, accountability and continuous improvement
Motivating agents using AI‑supported recognition and performance insights
Strengthening teamwork, collaboration and service pride
Activity: Leaders design a weekly AI‑supported recognition routine using performance insights to reinforce positive behaviours
Leadership Communication and Influence in an AI‑Enabled Environment
Communicating with clarity, empathy and authority
Influencing team behaviour through structured communication routines
Leading with confidence in a hybrid, digital and AI‑powered workplace
Activity: Participants deliver a data‑driven team briefing using AI insights, strengthening clarity, influence and leadership presence
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Methodology
- Activity‑based learning focused on real CX leadership scenarios
- AI‑supported simulations, dashboards and analysis exercises
- Group discussions, case studies and leadership reflection
- Roleplays for coaching, feedback and managing underperformers
- Facilitator‑guided action planning for post‑training implementation
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Shahrukh Moghal
Shahrukh Moghal – Lead Trainer
Download Profile (PDF)
HRDCorp Certified Trainer
HRDCorp Accredited trainer
Micro-credentials Authorized
Contact Centre Consultant
Member Institute of Marketing Malaysia
YouTube channel:
https://www.youtube.com/user/shahtrainer/videos
Client testimonials:
http://www.contactskills.com/testimonials.html
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Over the past two decades, he has been instrumental in upgrading the skills of over 100 organizations, including major contact centres, enhancing the performance of sales, telesales, customer service, and debt collection teams. Shahrukh is the creator of the PLEASE!™ and LEAP!™ Workshops - innovative communication frameworks that transform customer interactions by strengthening Probing, Listening, Empathizing, and Articulating skills across phone, face to face, live chat, and collections environments.
Today, Shahrukh integrates AI powered tools and techniques into his programs, enabling participants to enhance empathy, communication clarity, problem solving, and service recovery using modern AI capabilities. His AI infused training approach helps teams practice real world scenarios, analyze tone and emotional cues, generate customer centric responses, and accelerate skill mastery through guided AI simulations.
Programs developed & conducted by Shahrukh. Each program can be conducted with or without AI infusion:
- High Impact Telesales Skills / AI‑Enhanced High‑Impact Telesales Skills
- Selling through emotional persuasion / AI Powered Emotional Persuasion & Sales Influence
- Exceptional Customer Service / AI‑Infused Exceptional Customer Service Excellence
- Communicating effectively with Millennials & Gen Z
- Persuasive debt collection skills / AI‑Augmented Persuasive Debt Collection Skills
- Presentation skills / AI‑Powered Presentation Mastery
- Interpersonal communication / AI‑Infused Interpersonal Communication Skills
- Customer Satisfaction Survey Strategy Development Workshop / AI Driven Customer Satisfaction & Survey Strategy Workshop
- Team leader training for contact centre telesales, customer service & debt collection teams
- Predictive & preventive problem solving for contact centre team leaders / AI Powered Predictive & Preventive Problem Solving for Team Leaders
- End-to-end CX Transformation – Consultancy plus training
- Turnaround underperformers in sales and telesales / AI Enabled Turnaround Strategies for Underperforming Sales Teams
- Live chat / Web chat skills training / AI Enhanced Live Chat & Digital Customer Support Skills
Recorded live
AI Powered B2C Sales Mastery
Short Video Clip
Training by Shahrukh Moghal
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Recorded live
Emotional Persuasion
Successful & Failed Attempts
Training by Shahrukh Moghal
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Recorded live
Structure of a Telesales Call or
Sales Presentation
Training by Shahrukh Moghal
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