Press & Events

Join AmplifAI at SOCAP's AI In The Contact Center • April 27, 2018 • Englewood, CO

Robert Cowlishaw

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The following is an excerpt from SOCAP:

Everything you need to know about using AI and Bots in your contact center.
Learn how your center can improve efficiency, agent performance, CSAT scores, the customer & agent experience and much more. This event will feature:

Cindy Garrett & John Sprunger: West Monroe Partners - “How AI Will Transform Customer Service”
Whitney Ondrejcka: SmartAction - “Easing into the AI Revolution”
Melissa Pollock: AmplifAI – “AI Empowers Self-Learning & Coaching to drive EX and CX in Contact Centers”
Tony Tsai, EVP and CIO of TTEC Digital Technology - “Leading the Transformational Change to Automation - AI/Bots, Machine Learning, Analytics and Beyond!"
Greg Weber: Eventus - “AI: Academic Idiom or Applicable Innovation

Sales Preview

Access The Entire Library for Free

Coaching Questions

Commitments for Change

Coaching Top Performers

Coaching Remote Workers

6 step performance coaching model

4 types of behavior

conversation structure

The Coaching Effectiveness Assessment

Benefit

Result

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Improved Performance & Customer Experience

Month over month gains in Issue Resolution,
FCR and NPS;
Month over month reductions in Handle times,
ACW and Hold

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Winning additional client headcount

30% improvement in sales conversion

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Retaining talented people

8-point reduction in turnover

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Improving financial performance

10% increase in utilization

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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.

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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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