Late last year, we issued a call for ICMI.com contributors. We were looking for experts from a variety of backgrounds to help us educate, inspire, and shape the contact center industry. We’re pleased to say that the answer to that call was overwhelmingly enthusiastic, and we’ve assembled an esteemed crew of sixteen writers. What will ICMI Featured Contributors do? They’ll be your voice throughout the year. They’ll answer your burning questions, push you to think about new ways of approaching contact center leadership, and hopefully inspire you with new confidence. Each of these writers will share bimonthly articles on icmi.com and in our Contact Center Insider Newsletter. We hope you’ll follow along!
Melissa Pollock, Head of Client Services & Content Development, AmplifAI Solutions, Inc.
Melissa Pollock is head of Client Services & Content Development for for AmplifAI Solutions, Inc., a disruptive AI technology that accelerates employee skill- building and boosts engagement and performance through data-driven micro-learnings and predictive coaching & recognition. Melissa spent 12 years consulting for direct and BPO contact centers, specializing in behavior-based coaching transformations, strategy and goal alignments, onboarding and quality redesigns, and content development and training."
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
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!