AmplifAI Author
Melissa Pollock
Articles by Melissa Pollock
20 articles
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Learning & Development Empowering Skill-Building & Performance with a DIY-Learning Culture
Technology is enabling us to model consumer like-learning and empower our teams to take part in their own self-learning journeys – simultaneously driving engagement and performance, and reinforcing developmental conversations!
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Coaching Call Center Coaching: 5 Steps to Effectiveness
Amplifai your call center coaching with our guide on the 5 Key Steps to Coaching Effectiveness. Unlock strategies that blend people, process, and technology for transformational coaching results.
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Learning & Development “Own You!”– DIY Learning is Missing Link in Employee Empowerment & Continuous Skill-Building
Contact center employees both onsite and @home are begging us to give them tools to better perform the jobs we hired them to do! This is what you need to give them...
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Press AmplifAI + Arise share Case Study at the Remote Working Summit
The two-day event put on by Customer Contact Strategies offered thought provoking case studies, breakout sessions, and a handful of technology-sponsor discussions and presentations.
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Press One Night in New Orleans - Customer Response Summit
Leaders learned from leaders in exceptional keynotes, case studies, and panel events that broadened our perspectives and gave us hope for how we could further transform our operations to deliver on customer-centric visions!
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Industry News 5 Trends Changing the Future of Contact Center Performance Management & Training
Execs in the Know Guest Blog Article and ICMI Featured Contributor Article. Looking at our industry, there are five clear trends that have, and continue to evolve our operational realities. We have to acknowledge and plan for how they affect our frontline Customer Service and Sales teams’ ability to engage, learn and perform.
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Learning & Development Workforce Optimization: A Systems Thinking Activity
With all this WFO, why aren't we perfect?I sum it up by saying that Workforce Optimization (WFO) is about...
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Press Top Takeaways from CRS 2018
The 2018 Customer Response Summit was incredible! For those that missed it, we've recapped our 48 hour immersion with the most innovative organizations disrupting Customer Experience!
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Coaching 5 Ways Leaders Can Model High-CX Behaviors
ICMI Featured Contributor Article. To help agents better connect with humans, we need to teach, expect, and measure the use of interpersonal communication and influence behaviors (aka, soft skills!) like warmth, personalization, informality, interest, and caring (aka, empathy!).
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Learning & Development 3 Ways to Drive Effortless Employee Learning Experiences
ICMI Featured Contributor article. Are you providing your workers an effortless learning experience? Or are they exhausting all of their energy before they can even access the right resources?
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Learning & Development Data Visualization and Engagement: Do Metrics Motivate?
ICMI Featured Contributor Article. Everyone likes access to data about their performance! But does that drive engagement and effort?
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Coaching Trust-Destructors: Top 5 Ways to Ruin Engagement with Your Coaching Practices
ICMI Featured Contributor article. One of the greatest ways we build trust with employees is through review and discussion of their work performance. It's hard to be direct and courageous when it comes to discussing peoples' work behaviors though, and there are several ways we can fail at it miserably!
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Learning & Development How Technology & Customer Experience Have Changed the Employee Learning Landscape
Contact centers have worked hard to keep up with the pace of change in infrastructure, platforms, processes, and consumer demands - and frontline service representatives have been working hard too, but it's a daunting endeavor for even the most motivated of people!
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Learning & Development Coaching as Critical Reinforcement to Self-Directed Learning
The potential for modifying behavior and affecting performance and engagement through coaching is most significant and successful when it is relevant to, and therefore reinforces, formal and informal learning.
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Press ICMI Features AmplifAI's: What Do Millennial's Want?
ICMI featured "What do Millennial's Want? Unlocking Explosive Millennial Engagement in Contact Centers" on October 10th, 2017.
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Industry News What Do Millennials Want?
What do Millennials want? First, they want empowerment - Millennials want individual autonomy, and flexibility, with accountability for all. They want to do meaningful work, to belong and feel valued, to feel a sense of purpose and hope for what they can achieve, and to develop in their careers.
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Industry News 5 AI Use Cases in Contact Centers - But What About Supervisors?
There's a theme within the flurry of articles about AI, a common thread revealing where AI is being leveraged, and where AI appears largely under leveraged.
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Coaching Top 10 Reasons Contact Center Coaching Fails to Improve Customer Experience and Employee Performance
Call Center Coaching Effectiveness has long been a challenge for both BPO/Outsourcers and direct contact centers alike. Here are the top 10 causes we repeatedly see contributing to stagnant customer experience, waning employee morale, and disappointing performance improvements.
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Industry News Deloitte's 2017 Global Call Center Survey
Deloitte's 2017 Global Call Center Survey released mid-May polled executives from over 450 contact centers in 16 countries about their current and future priorities over the next two years. Results shows close to 90% of respondents named 'Improving Customer Experience' as a strategic focus, and all respondents said they are planning to invest in "Emerging Technologies".
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Industry News AI Could Liberate 50% of Managers' Time
AI augments human work - creating efficiency by automating administrative and organization tasks that managers don't have time for, (but without doing, can't be effective), freeing them to spend more time doing the things that humans do best.