AI-powered recommendations ensure frontline leaders’ daily actions target the right people and metrics and are aligned to the enterprise's operational goals and top performers.
Our cloud platform analyzes performance across teams and KPIs, identifies who is underperforming, and pushes actions that propel them towards the top performer persona (a real-time model based on your top performing associates).
When AmplifAI prioritizes performance action plans, consistency and effectiveness grow! Work at home leaders gain back the valuable time previously wasted by ongoing data analysis and manual action plan creation.
All frontline associate and team leader metrics (KPIs) are visualized on comprehensive, role-based performance dashboards.
Team leaders can easily view their entire teams’ performance and diagnose who needs help or recognition on which metrics and behaviors.
Time filters and trend charts combine with numbers and colors to enable rapid understanding of current and historical performance, with dedicated views delivering the right information for each role in your organization.
Tailored coaching and follow-up workflows live within the platform, allowing for online completion, historical reference, and visibility across leaders, supervisors, and associates alike.
When associates are performing below goal, team leaders receive an automated task to perform a 1-1/coaching session targeting that specific metric, with specific behaviors and tactics mapped out.
In a work from home environment, our cloud coaching, follow up and recognition tasks keep leaders focused and associates on track!
You think coaching is happening. Or maybe you know it is. But is the coaching time investment paying off – in increased engagement and positive change? And how do you tell which coaches need development?
Our coaching effectiveness metric is an automated algorithm measuring a coach’s ability to improve associate performance after completing coaching sessions. The more coachings you do where associates improve afterwards, the higher your coaching effectiveness score.
This new indicator reveals the Return on (Time) Investment and equips contact center leaders with the specific knowledge of who their best coaches are (for every metric.)
For further understanding of coaching activity and effectivity, our specialized Coaching Effectiveness Dashboard gives Contact Center leaders and site directors instant access to their entire organization's coaching history – by team and site, by coach, by metric and behavior.
Contact centers have transformed into experience centers. Frontline associates and team leaders are now responsible for prolonged satisfaction of every customer they come into contact with.
As their roles' grow in complexity, so does their need for high-level skills development and focused management. Without acute and effective attention from their leaders, organizations risk losing their top talent, as well as their steady performers - especially for remote teams!
AmplifAI connects the disconnected - from data, to processes, to remote teams and actions - and creates a community that promotes engagement and growth. Low performers become average performers. Average performers become top performers. And top performers become superstars.