Coaching is one of the most significant tools we can use to deliver on the engagement and performance of our people – but we must develop our processes, our people and leadership skills, and our technology tools, in order to overthrow the pervasive challenges to achieving greater coaching effectiveness and supercharging contact center performance!
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!
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.
Iterum selects AmplifAI as preferred provider of performance enablement enabling Iterum to replicate top performers, drive better employee engagement, and deliver higher quality customer 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?
We are excited to announce that AmplifAI earned Frost & Sullivan’s 2022 Competitive Strategy Leadership Award for Its Advanced Performance Enablement Solutions.
If you’re concerned about coaching impact and ROI, then you must master these 5 Steps to Coaching Effectiveness!
Micro-learning, while not a new concept, is extremely effective. And we're taking it to a new level with the integration and intelligent distribution of micro- and nano-learnings throughout global contact center operations.
The 2022 Inc. 5000 list honors America's fastest-growing private companies.
AmplifAI, the leading People Enablement Platform for employee-focused enterprises, today announced that Breyer Capital has joined the Company’s Series A funding round.
iQor announced today its selection of the AmplifAI AI-driven performance enablement platform.
We are excited to announce the launch of a new channel partner program aimed at furthering our commitment to the channel and driving increased revenue
AmplifAI's CEO will lead a discussion with industry titans at Customer Contact Week 2022 Event in Las Vegas.
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.
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.
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.
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".
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.
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.
So what is it fundamentally that we want from coaching? What is the return on our time investment? The simplest answer is...
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.