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!
Let's be clear - we all want to do better, but if we knew how to change in order to do, or be, better at something, we likely would!
6 Ways To Prepare Call Center Employees For Difficult Calls: Develop Protocols, Train Employees, Discourage Holding, Allow Compensation, Hold Meetings, Consistent Praise
AmplifAI is transforming Five9's Intelligent Contact Center data into automated, effective actions that make managers better leaders and agents higher performers - resulting in improved employee performance, employee engagement and overall customer experience.
With the new integration, AmplifAI’s Performance Acceleration Platform transforms real-time call data from Amazon Connect into automated, effective actions that make managers better leaders and agents higher performers
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...
We are proud to announce that AmplifAI and Zendesk are collaborating to continuously improve frontline agent and supervisor performance!
A few years ago, Xconomy's Angela Shaw covered our initial Product Launch. Fast forward to 2019 and we're thrilled to have her covering our seed funding announcement
Dallas Innovate's David Kirkpatrick writes about our recent seed funding and uncovers how AmplifAI is making people better!
Check out the story on our recent funding covered by Brian Womack at the Dallas Business Journal!
We are extremely proud to announce our seed funding of $3.9M led by Naya Ventures, LiveOak Venture Partners and Capital Factory
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.
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!).
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.