The following is an interview between CRMXchange and AmplifAI's CEO Sean Minter and Chief Coaching Officer Melissa Pollock. The interview took place at ICMI Expo in Orlando, FL in May of 2018.
AmplifAI drives the improvement of front-line personnel,
using an organization’s existing data combined with machine learning to
identify and automatically distribute performance-specific micro-learnings to
employees. It also empowers managers by directing them with personalized
coaching blueprints for each employee’s skill development. Sean Minter, CEO and
Melissa Pollock, Chief Coaching Officer, elaborated further on the solution’s
do you consider employee productivity, utilization, and retention to be the
cornerstones of contact center success?
AmplifAI: Contact center success is a combination of customer experience
metrics, sales metrics, productivity, utilization and retention. Retention is a
significant component of all KPIs as new hires typically have less positive
performance than tenured employees. Productivity and retention are also the
primary drivers of cost and profitability. AmplifAI’s focus on employee
development and engagement drives both performance and culture, which
ultimately delivers better retention and performance.
what ways has the increasing consumer demand for more fulfilling and responsive
customer experiences across the full spectrum of channels, expanded training
needs for front-line personnel?
AmplifAI: With customers driving our now ‘always-on’, multi-channel,
multi-cultural, universal-agent, technology-laden cultures, there is more need
than ever for innovative, engaging, and effortless learning experiences.
The reality of using multiple systems to respond to multiple
channels while handling multiple customers or products has become terribly
complex – and if it's too hard for employees to and an answer to a customer
question, or if it takes too long for them to access or complete a training,
then they are expending too much effort trying to learn or do their jobs –
which affects their experience, and in turn, that of the customer.
We believe that AmplifAI is revolutionizing the way
companies lead, train, and develop people by distributing learning to the front
line based on each individual’s specific performance opportunities, by using
short, engaging videos and multi-media micro-learnings that can be quickly
consumed at the desk, and by designing content precisely focused on a single
behavior so it is easily applied to real-life interactions.
does your machine learning engine deliver personalized recommendations for
learning content based on an organization’s best practices as well as
individual employee performance goals?
AmplifAI: Our machine learning takes action based on insights
identified from inputs, such as employees’ metrics goals and actual
performance. Adapting to each employee’s performance against goals, AmplifAI
proactively pushes personalized content uniquely relevant to each person’s
For an employee struggling with NPS, AmplifAI might push a
3-minute microlearning video on ‘Listening and Reacting to the Reason for their
Call’, or a best practice role-play recording that highlights successful
approaches to ‘Creating Conversational Flow’. AmplifAI validates completion and
offers up the next behavior in the series to continue relevant skill-building.
The platform also curates learning assignments and content,
displays open and completed tasks, and offers ‘next-in-series’ and other best
practices content to encourage self-learning journeys.
are numerous advanced employee learning and training solutions available: what
differentiates your offering from others in the marketplace?
AmplifAI: AmplifAI is not a learning platform, but an all-in-one,
AI-powered application that drives performance through data-driven coaching and
skill-development tasks distributed to employees.
AmplifAI augments a company’s people, helping them do what
they do best while creating organization and transparency, building competency,
and boosting engagement and productivity. It also creates visibility into how
each piece of learning content correlates to performance improvement – so
everyone knows which content drives results, and training leaders can remove
those pieces proving ineffective in helping people get better.