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!
Technology is enabling us to model consumer like-learning and empower our teams to take part in their own self-learning journeys – simultaneously driving engagement and performance, and reinforcing developmental conversations!
Leaders learned from leaders in exceptional keynotes, case studies, and panel events that broadened our perspectives and gave us hope for how we could further transform our operations to deliver on customer-centric visions!
Execs in the Know Guest Blog Article and ICMI Featured Contributor Article. Looking at our industry, there are five clear trends that have, and continue to evolve our operational realities. We have to acknowledge and plan for how they affect our frontline Customer Service and Sales teams’ ability to engage, learn and perform.
With all this WFO, why aren't we perfect?I sum it up by saying that Workforce Optimization (WFO) is about...
The 2018 Customer Response Summit was incredible! For those that missed it, we've recapped our 48 hour immersion with the most innovative organizations disrupting Customer Experience!
ICMI Featured Contributor Article. To help agents better connect with humans, we need to teach, expect, and measure the use of interpersonal communication and influence behaviors (aka, soft skills!) like warmth, personalization, informality, interest, and caring (aka, empathy!).
Join AmplifAI's Melissa Pollock in Nashville at QATC's Annual Conference where she will be speaking and delivering a session on Coaching Trust Destructors!
Discover how we consistently make your people profoundly better!
Sean Minter and The Call Center Coach discuss the potential value that Artificial Intelligence could deliver to the frontline contact center supervisor’s performance.
Our first time attendance and exhibition at ICMI Expo in Orlando last month was a great success!
At the recent ICMI Expo in Orlando, CRMXchange interviewed AmplifAI's CEO Sean Minter on how their emerging tech is augmenting contact center performance.
ICMI Featured Contributor article. Are you providing your workers an effortless learning experience? Or are they exhausting all of their energy before they can even access the right resources?
At the FUND Conference in Austin, TX, AmplifAI was honored as a 2018 ‘Next’ Award Winner!
ICMI Featured Contributor Article. Everyone likes access to data about their performance! But does that drive engagement and effort?
Learn how your center can improve efficiency, agent performance, CSAT scores, the customer & agent experience and much more at SOCAP's AI In The Contact Center.
The University of Texas at Dallas presents its first annual Emerging Technologies Summit. This year, UTD is bringing together innovators, thought leaders, business executives, and regulators to explore how FinTech, Blockchain technologies, and Artificial Intelligence are set to reshape the business and governmental landscape, and even impact our everyday lives.
ICMI selected our Melissa Pollock, alongside a group of experts from a variety of backgrounds to help educate, inspire and shape the contact center industry.
ICMI Featured Contributor article. One of the greatest ways we build trust with employees is through review and discussion of their work performance. It's hard to be direct and courageous when it comes to discussing peoples' work behaviors though, and there are several ways we can fail at it miserably!
Contact centers have worked hard to keep up with the pace of change in infrastructure, platforms, processes, and consumer demands - and frontline service representatives have been working hard too, but it's a daunting endeavor for even the most motivated of people!
The potential for modifying behavior and affecting performance and engagement through coaching is most significant and successful when it is relevant to, and therefore reinforces, formal and informal learning.