Top Takeaways from CRS 2018
Press & EventsThe 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!
Read5 Ways Leaders Can Model High-CX Behaviors
CoachingICMI 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!).
ReadThe Call Center Coach interviews AmplifAI CEO Sean Minter
Press & EventsSean Minter and The Call Center Coach discuss the potential value that Artificial Intelligence could deliver to the frontline contact center supervisor’s performance.
ReadQATC's Annual Conference • September 17 - 19 • Nashville, TN
Press & EventsJoin AmplifAI's Melissa Pollock in Nashville at QATC's Annual Conference where she will be speaking and delivering a session on Coaching Trust Destructors!
ReadCustomer Response Summit • September 10 - 12 • Marina Del Rey, CA
Press & EventsJoin AmplifAI in Marina Del Rey where we will be demonstrating our unique platform during CRS's Innovation Lab.
ReadICMI Expo Orlando was a blast!
Press & EventsOur first time attendance and exhibition at ICMI Expo in Orlando last month was a great success!
ReadCRMXchange Interviews AmplifAI at ICMI Expo
Press & EventsAt the recent ICMI Expo in Orlando, CRMXchange interviewed AmplifAI's CEO Sean Minter on how their emerging tech is augmenting contact center performance.
Read3 Ways to Drive Effortless Employee Learning Experiences
Learning & DevelopmentICMI 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?
ReadNEXT Award Winner
Press & EventsAt the FUND Conference in Austin, TX, AmplifAI was honored as a 2018 ‘Next’ Award Winner!
ReadData Visualization and Engagement: Do Metrics Motivate?
Learning & DevelopmentICMI Featured Contributor Article. Everyone likes access to data about their performance! But does that drive engagement and effort?
ReadHow We Make Your People Profoundly Better
Company NewsDiscover how we consistently make your people profoundly better!
ReadJoin AmplifAI at SOCAP's AI In The Contact Center • April 27, 2018 • Englewood, CO
Press & EventsLearn 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.
ReadJoin AmplifAI at the Emerging Technologies Summit • April 18-19, 2018 • Dallas, TX
Press & EventsThe 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.
ReadAmplifAI’s Melissa Pollock honored as one of ICMI’s 2018 Featured Contributors
Press & EventsICMI selected our Melissa Pollock, alongside a group of experts from a variety of backgrounds to help educate, inspire and shape the contact center industry.
ReadTrust-Destructors: Top 5 Ways to Ruin Engagement with Your Coaching Practices
CoachingICMI 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!
ReadHow Technology & Customer Experience Have Changed the Employee Learning Landscape
Learning & DevelopmentContact 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!
ReadCoaching as Critical Reinforcement to Self-Directed Learning
Learning & DevelopmentThe 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.
ReadAmplifAI attending ICMI Expo in Orlando, May 21-24 2018
Press & EventsDon’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.
ReadAmplifAI Attending AI Briefing in San Francisco, December 4-5th
Press & EventsThis 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.
ReadConnections Magazine Features AmplfiAI's: Top 10 Reasons Call Center Coaching Fails to Improve Customer Experience, Employee Morale, Performance and Retention
Press & EventsConnections Magazine features the top 10 causes we repeatedly see contributing to stagnant customer experience, waning employee morale, and disappointing performance improvements.
Read3 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?
ReadData 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?
ReadHow 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!
ReadCoaching 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.
ReadWhat 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.
Read5 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.
ReadAI 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.
ReadDeloitte'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".
ReadHow To Motivate Millennials
Motivating millennials takes more than flexible work policies!
ReadTop 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!
ReadThe Call Center Coach interviews AmplifAI CEO Sean Minter
Sean Minter and The Call Center Coach discuss the potential value that Artificial Intelligence could deliver to the frontline contact center supervisor’s performance.
ReadQATC's Annual Conference • September 17 - 19 • Nashville, TN
Join AmplifAI's Melissa Pollock in Nashville at QATC's Annual Conference where she will be speaking and delivering a session on Coaching Trust Destructors!
ReadCustomer Response Summit • September 10 - 12 • Marina Del Rey, CA
Join AmplifAI in Marina Del Rey where we will be demonstrating our unique platform during CRS's Innovation Lab.
ReadICMI Expo Orlando was a blast!
Our first time attendance and exhibition at ICMI Expo in Orlando last month was a great success!
ReadCRMXchange Interviews AmplifAI at ICMI Expo
At the recent ICMI Expo in Orlando, CRMXchange interviewed AmplifAI's CEO Sean Minter on how their emerging tech is augmenting contact center performance.
ReadNEXT Award Winner
At the FUND Conference in Austin, TX, AmplifAI was honored as a 2018 ‘Next’ Award Winner!
ReadJoin AmplifAI at SOCAP's AI In The Contact Center • April 27, 2018 • Englewood, CO
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.
ReadJoin AmplifAI at the Emerging Technologies Summit • April 18-19, 2018 • Dallas, TX
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.
ReadAmplifAI’s Melissa Pollock honored as one of ICMI’s 2018 Featured Contributors
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.
Read5 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!).
ReadTrust-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!
ReadCustomers Report an Aggregate Increase of 40% More Time Spent Coaching
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.
ReadUnderstanding Millennial Engagement: The Role of Diminishing Tolerance on Contact Center Attrition
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.
ReadTop 10 Reasons Call Center Coaching Fails to Improve Customer Experience, Employee Morale, Performance and Retention
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.
ReadABC's of Engagement
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.
ReadSave Time, Coach More
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.
ReadWhy is it so hard to get people to change behaviors? Part 2
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.
ReadWhy is it so hard to get people to change behaviors? Part 1
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!
ReadWhat does a person need to change behavior?
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.
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