Coaching

AmplifAI Announces Customer Care Experts Reveal Secrets To Superior Performance

Julie Hsu

(Business Wire) Customer Contact Week 2022 Event Reveals How to Leverage AI to Better Coach and Develop Agents  

Plano, TX – June 14, 2022 – AmplifAI, the leading People Enablement Platform for employee-focused enterprises, today announced that Sean Minter, CEO and Founder, will lead a discussion with industry titans from Premier Bankcard, DispatchHealth, and The Home Depot at Customer Contact Week 2022 Event in Las Vegas, Nevada on Thursday, June 23, 2022 at 12:00 p.m. (PT) in Caesar’s Palace Forum 126.

Few things are more critical to your business's customer experience than the performance of your frontline associates. Knowing how to ignite the full power of your agents and supervisors is tricky. That’s why AmplifAI has gathered a team of experts to share their secrets to delivering top-notch customer experiences.

This information-sharing session titled “Leverage AI to Better Coach and Develop Agents” will cover topics including best practices around understanding, enabling, and strengthening each employee’s performance within a remote and hybrid work environment.  Minter will be joined by clients Michele Boy, AVP of Collections at First Premier Bank/Premier Bankcard, Dante Brooks, Director of Customer Experience at The Home Depot, and Miguel Ramos, Consultant for DispatchHealth.

“At AmplifAI, we are passionate about helping companies prioritize the success of their employees to elevate their customer experience strategy,” says Minter. “I am thrilled to be a part of this valuable discussion with such well-respected industry leaders.”  

“I’m excited to join this think tank at CCW alongside trailblazing organizations that are seeing success with implementing intelligent technology to enable better employee performance,” stated Ramos.

“We help organizations develop strategic plans on technologies that can help them address business scalability and performance challenges – we recommended the implementation of AmplifAI at DispatchHealth due to the high growth of the business and the critical focus to develop frontline employees and leaders to deliver a high level of customer satisfaction.”  

“Before we started using AmplifAI, our supervisors would access many different reports to evaluate and coach agent performance. AmplifAI gave us an easy-to-understand dashboard that was also visually pleasing. It put our key performance metrics front and center for our agents and supervisors. AmplifAI also shared features they could incorporate, such as the ability to score the coaching effectiveness of each supervisor. The management tools available in the application has strengthened our ability to standardize our objectives, resulting in improved performance,”

shared Boy.

Brooks added, “THD piloted AmplifAI in our customer care group over 4 years ago and proved out improvements in customer experience while improving associate and supervisor productivity. Since then, AmplifAI has been implemented across 100% of THD contact centers and BPOs to nearly 10K associates.”

“Attendees better bring their pencils—they’ll be leaving with tons of actionable tips and ideas that they can implement as soon as they get back to the office,” concluded Minter.

AI is a top industry buzzword, but many companies still find the concept too complicated to put to use. Join this powerhouse team to see how simple and effective AI can be for your customer-facing teams.

About AmplifAI

At AmplifAI, we’re applying science to make teams better. AmplifAI was founded with the goal of leveraging data to create a personalized environment that enables every employee to succeed. As more companies explore the new generation of hybrid work, innovative leaders and organizations are relying on AmplifAI to enable performance, improve people and make work more fun - wherever work is happening. Powering success for companies like The Home Depot, GoDaddy, Premier Bank, University of Miami, and DispatchHealth.

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Benefit
Result
💯
Improved Performance & Customer Experience
Month over month gains in Issue Resolution,
FCR and NPS;
Month over month reductions in Handle times,
ACW and Hold
👥
Winning additional client headcount
30% improvement in sales conversion
💪
Retaining talented people
8-point reduction in turnover
💰
Improving financial performance
10% increase in utilization

Summary

The future of success in your contact center is contingent on how you impact performance in ways that are both immediate and sustainable. And it doesn’t matter whether your agents are on-site, at-home, full-time, part-time, or temporary – you must deliver on performance.

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!

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Connect with the authors:

Melissa Pollock Customer Success at AmplifAI

Jim Rembach President at CX Media

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