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If you’re concerned about coaching impact and ROI, then you must master these 5 Steps to Coaching Effectiveness!
Contact center employees both onsite and @home are begging us to give them tools to better perform the jobs we hired them to do! This is what you need to give them...
The two-day event put on by Customer Contact Strategies offered thought provoking case studies, breakout sessions, and a handful of technology-sponsor discussions and presentations.
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.
Connections Magazine features the top 10 causes we repeatedly see contributing to stagnant customer experience, waning employee morale, and disappointing performance improvements.
Don’t lose your momentum! Now’s the time to supercharge your career and transform your contact center. Make it happen at the ICMI Contact Center Symposium.
This laser-focused AI Briefing is a great opportunity to discuss how AI-powered bots and AI–virtual/assisted human agents are impacting service strategies with other care leaders that are looking to maximize their strategy or implement it.
ICMI featured "What do Millennial's Want? Unlocking Explosive Millennial Engagement in Contact Centers" on October 10th, 2017.
What do Millennials want? First, they want empowerment - Millennials want individual autonomy, and flexibility, with accountability for all. They want to do meaningful work, to belong and feel valued, to feel a sense of purpose and hope for what they can achieve, and to develop in their careers.
Crain's Nicholas Sakelaris engages in a discussion with AmplifAI CEO, Sean Minter, concerning the health of the Dallas start-up ecosystem.
AmplifAI is reinventing the multibillion-dollar field of Employee Development and Performance Management with AI-based technology that allows innovative enterprises to leverage machine learning to improve performance results and service experience.
Dallas Business Journal's Shawn Shinneman discusses what AmplifAI CEO, Sean Minter, has done before: seen an opportunity, founded a company, built it...
Dallas Innovate's Lance Murray discusses AmplifAI's automated machine learning algorithms to understand the behaviors and actions of a business' best-performing employees, trainers, and managers so that their best qualities can be spread throughout the organization.