ICMI Expo Orlando was a blast!

Press & Events
·
June 18, 2018

Our first time attendance and exhibition at ICMI Expo in Orlando last month was a great success!

Read

CRMXchange Interviews AmplifAI at ICMI Expo

Press & Events
·
June 8, 2018

At the recent ICMI Expo in Orlando, CRMXchange interviewed AmplifAI's CEO Sean Minter on how their emerging tech is augmenting contact center performance.

Read

3 Ways to Drive Effortless Employee Learning Experiences

Learning & Development
·
May 30, 2018

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?

Read

NEXT Award Winner

Press & Events
·
April 25, 2018

At the FUND Conference in Austin, TX, AmplifAI was honored as a 2018 ‘Next’ Award Winner!

Read

Data Visualization and Engagement: Do Metrics Motivate?

Learning & Development
·
April 2, 2018

Everyone likes access to data about their performance! But does that drive engagement and effort?

Read

Join AmplifAI at SOCAP's AI In The Contact Center • April 27, 2018 • Englewood, CO

Press & Events
·
March 1, 2018

Learn how your center can improve efficiency, agent performance, CSAT scores, the customer & agent experience and much more at SOCAP's AI In The Contact Center.

Read

Join AmplifAI at the Emerging Technologies Summit • April 18-19, 2018 • Dallas, TX

Press & Events
·
February 28, 2018

The University of Texas at Dallas presents its first annual Emerging Technologies Summit. This year, UTD is bringing together innovators, thought leaders, business executives, and regulators to explore how FinTech, Blockchain technologies, and Artificial Intelligence are set to reshape the business and governmental landscape, and even impact our everyday lives.

Read

AmplifAI’s Melissa Pollock honored as one of ICMI’s 2018 Featured Contributors

Press & Events
·
February 20, 2018

ICMI selected our Melissa Pollock, alongside a group of experts from a variety of backgrounds to help educate, inspire and shape the contact center industry.

Read

Trust-Destructors: Top 5 Ways to Ruin Engagement with Your Coaching Practices

Coaching
·
February 9, 2018

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!

Read

How Technology & Customer Experience Have Changed the Employee Learning Landscape

Learning & Development
·
December 12, 2017

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!

Read

Coaching as Critical Reinforcement to Self-Directed Learning

Learning & Development
·
November 10, 2017

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.

Read

AmplifAI attending ICMI Expo in Orlando, May 21-24 2018

Press & Events
·
November 6, 2017

Don’t lose your momentum! Now’s the time to supercharge your career and transform your contact center. Make it happen at the ICMI Contact Center Symposium.

Read

AmplifAI Attending AI Briefing in San Francisco, December 4-5th

Press & Events
·
November 6, 2017

This laser-focused AI Briefing is a great opportunity to discuss how AI-powered bots and AI–virtual/assisted human agents are impacting service strategies with other care leaders that are looking to maximize their strategy or implement it.

Read

Connections Magazine Features AmplfiAI's: Top 10 Reasons Call Center Coaching Fails to Improve Customer Experience, Employee Morale, Performance and Retention

Press & Events
·
November 1, 2017

Connections Magazine features the top 10 causes we repeatedly see contributing to stagnant customer experience, waning employee morale, and disappointing performance improvements.

Read

ICMI Features AmplifAI's: What Do Millennial's Want?

Press & Events
·
October 10, 2017

ICMI featured "What do Millennial's Want? Unlocking Explosive Millennial Engagement in Contact Centers" on October 10th, 2017.

Read

What Do Millennials Want?

News
·
October 10, 2017

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.

Read

5 AI Use Cases in Contact Centers - But What About Supervisors?

News
·
September 20, 2017

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.

Read

Customers Report an Aggregate Increase of 40% More Time Spent Coaching

Coaching
·
September 15, 2017

Customers have shared with us many times that they had little insight into how much coaching was really being done, or who their most effective coaches were.

Read

Understanding Millennial Engagement: The Role of Diminishing Tolerance on Contact Center Attrition

Coaching
·
September 13, 2017

I was giving a presentation about Millennials at a conference earlier this year. We were in a breakout activity discussing how to coach a Millennial employee on a particular topic and were talking about the need to connect the requested task to the overall mission of the organization and value to the customer.

Read

Your Call Is Important: AI-Based Analytics Come to the Call Center

Press & Events
·
September 1, 2017

Xconomy featured AmplifAI in an article discussing the three technology providers driving AI-powered data-driven solutions that benefit contact center operations.

Read

3 Ways to Drive Effortless Employee Learning Experiences

May 30, 2018

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?

Read

Data Visualization and Engagement: Do Metrics Motivate?

April 2, 2018

Everyone likes access to data about their performance! But does that drive engagement and effort?

Read

How Technology & Customer Experience Have Changed the Employee Learning Landscape

December 12, 2017

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!

Read

Coaching as Critical Reinforcement to Self-Directed Learning

November 10, 2017

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.

Read

What Do Millennials Want?

October 10, 2017

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.

Read

5 AI Use Cases in Contact Centers - But What About Supervisors?

September 20, 2017

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.

Read

AI Could Liberate 50% of Managers' Time

August 23, 2017

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.

Read

Deloitte's 2017 Global Call Center Survey

July 10, 2017

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".

Read

How To Motivate Millennials

March 13, 2017

Motivating millennials takes more than flexible work policies!

Read

ICMI Expo Orlando was a blast!

June 18, 2018

Our first time attendance and exhibition at ICMI Expo in Orlando last month was a great success!

Read

CRMXchange Interviews AmplifAI at ICMI Expo

June 8, 2018

At the recent ICMI Expo in Orlando, CRMXchange interviewed AmplifAI's CEO Sean Minter on how their emerging tech is augmenting contact center performance.

Read

NEXT Award Winner

April 25, 2018

At the FUND Conference in Austin, TX, AmplifAI was honored as a 2018 ‘Next’ Award Winner!

Read

Join AmplifAI at SOCAP's AI In The Contact Center • April 27, 2018 • Englewood, CO

March 1, 2018

Learn how your center can improve efficiency, agent performance, CSAT scores, the customer & agent experience and much more at SOCAP's AI In The Contact Center.

Read

Join AmplifAI at the Emerging Technologies Summit • April 18-19, 2018 • Dallas, TX

February 28, 2018

The University of Texas at Dallas presents its first annual Emerging Technologies Summit. This year, UTD is bringing together innovators, thought leaders, business executives, and regulators to explore how FinTech, Blockchain technologies, and Artificial Intelligence are set to reshape the business and governmental landscape, and even impact our everyday lives.

Read

AmplifAI’s Melissa Pollock honored as one of ICMI’s 2018 Featured Contributors

February 20, 2018

ICMI selected our Melissa Pollock, alongside a group of experts from a variety of backgrounds to help educate, inspire and shape the contact center industry.

Read

AmplifAI attending ICMI Expo in Orlando, May 21-24 2018

November 6, 2017

Don’t lose your momentum! Now’s the time to supercharge your career and transform your contact center. Make it happen at the ICMI Contact Center Symposium.

Read

AmplifAI Attending AI Briefing in San Francisco, December 4-5th

November 6, 2017

This laser-focused AI Briefing is a great opportunity to discuss how AI-powered bots and AI–virtual/assisted human agents are impacting service strategies with other care leaders that are looking to maximize their strategy or implement it.

Read

Connections Magazine Features AmplfiAI's: Top 10 Reasons Call Center Coaching Fails to Improve Customer Experience, Employee Morale, Performance and Retention

November 1, 2017

Connections Magazine features the top 10 causes we repeatedly see contributing to stagnant customer experience, waning employee morale, and disappointing performance improvements.

Read

ICMI Features AmplifAI's: What Do Millennial's Want?

October 10, 2017

ICMI featured "What do Millennial's Want? Unlocking Explosive Millennial Engagement in Contact Centers" on October 10th, 2017.

Read

Trust-Destructors: Top 5 Ways to Ruin Engagement with Your Coaching Practices

February 9, 2018

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!

Read

Customers Report an Aggregate Increase of 40% More Time Spent Coaching

September 15, 2017

Customers have shared with us many times that they had little insight into how much coaching was really being done, or who their most effective coaches were.

Read

Understanding Millennial Engagement: The Role of Diminishing Tolerance on Contact Center Attrition

September 13, 2017

I was giving a presentation about Millennials at a conference earlier this year. We were in a breakout activity discussing how to coach a Millennial employee on a particular topic and were talking about the need to connect the requested task to the overall mission of the organization and value to the customer.

Read

Top 10 Reasons Call Center Coaching Fails to Improve Customer Experience, Employee Morale, Performance and Retention

August 7, 2017

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.

Read

ABC's of Engagement

June 29, 2017

For employees to do better, we as leaders and managers have to be better. We hold the power to engage and empower our people - to Advocate. Believe. And Communicate.

Read

Save Time, Coach More

June 8, 2017

In a conversation with a prospective customer last month, we were talking about augmenting managers' time and coaching competency and we were asked, "How do you save my team leaders time and help make them better coaches?" It's an excellent question, and one we're often answering so we thought we'd share it.

Read

Why is it so hard to get people to change behaviors? Part 2

May 24, 2017

Consider this...all behavior IS action, but there are different categories of actions, and that differentiation is extremely useful when observing and evaluating performance in preparation for coaching.

Read

Why is it so hard to get people to change behaviors? Part 1

May 2, 2017

Let's be clear - we all want to do better, but if we knew how to change in order to do, or be, better at something, we likely would!

Read

What does a person need to change behavior?

April 20, 2017

This is a question best resolved with a formulaic answer: Know How + Willingness = Action. We coach to affect a person’s know-how to do a certain thing, but how we coach affects their willingness to change how they do it.

Read

Why Do We Coach?

February 8, 2017

So what is it fundamentally that we want from coaching? What is the return on our time investment? The simplest answer is...

Read