Press & Events

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

Robert Cowlishaw
melissa ICMI_1


This post is excerpted from ICMI's: Introducing ICMI's 2018 Featured Contributors:


Late last year, we issued a call for 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 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."


Read the full article and view the other ICMI Featured Contributors

Sales Preview

Types of Objections
Overcoming Objections - Part 1
Overcoming Objections - Part 2
Overcoming Objections - Part 3
Access The Entire Library for Free
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


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!

call center coaching cta@0.5x

Connect with the authors:

Melissa Pollock Customer Success at AmplifAI

Jim Rembach President at CX Media

schedule demo CTA 2

Call Center Coaching

The Comprehensive Guide to Improving Agent Performance

Start Learning

Learning Library Preview

What Is Upselling?
Pre Call Preparation
Soft Skills
Vocal Confidence
Preparing for Coaching
Access The Entire Library for Free

Stay Connected

Join the other leaders who receive our posts by email
Recommended Reading