Company, Press & Events

Top Takeaways from CRS 2018

Melissa Pollock

Customer Response Summit by Execs in the Know was an excellent experience! Here are our top takeaways from the event in Marina Del Rey:

1. Fantastic Keynotes

Fantastic keynotes and panelist discussions were delivered on Creating a Compelling Culture, CX initiatives, Millennials, Mindful Service, Digital Transformations, AI, and Sourcing & Retaining Remote Talent in the 4th Industrial Revolution!

2. Brilliant Innovation Lab

Attendees had the opportunity to see innovation in action during the Moments of Brilliance and the Innovation Lab events - AmplifAI was one of 8 sponsors who participated in the Innovation Lab, offering live demos and use-case discussions to a continuous crowd of interested attendees!  CEO Sean Minter, and Customer Success leader Melissa Pollock, lead the Innovation Lab for AmplifAI.  Visitors included current AmplifAI clients, as well as current and new partners, and CX leaders and prospective customers from all over!

3. Highly Productive

We appreciated the opportunity to participate; the event was very well organized and managed, highly productive, and fantastic fun as well – thank you and kudos to Execs in the Know!

And here are a few moments from the event:

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Types of Objections
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Overcoming Objections - Part 1
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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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Preparing for Coaching
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