Contact Center Playbooks and E-books
Download playbooks, toolkits, and e-books for customer service and support leaders on coaching, quality, performance management, and AI in the contact center.
Contact Center Playbooks and E-books
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Guide AI Performance Coaching and Workforce Optimization
See how AmplifAI turns contact center performance data into AI-driven actions, measurable coaching, and workforce optimization at scale.
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Guide AI-Driven Performance and CX Transformation
Download the AmplifAI Platform Overview Guide to connect quality, CX insights, coaching, and performance improvement in one AI-driven system.
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Guide AI-Driven Quality Intelligence, Automation and Continuous Improvement
AI-Driven Quality Intelligence, Automation and Continuous Improvement
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Guide AI-Powered Customer Experience Intelligence and Action
AI-Powered Customer Experience Intelligence and Action
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Guide AI Adoption in Call Centers: Why Platforms Sit on Shelves (and Why AmplifAI Doesn’t)
AI Adoption in Call Centers: Why Platforms Sit on Shelves (and Why AmplifAI Doesn’t)
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E-book The Connection Between Real-Time Assist, Conversational Intelligence, QA Automation and AmplifAI
The Connection Between Real-Time Assist, Conversational Intelligence, QA Automation and AmplifAI
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E-book Training Surveys for Learning & Development Teams | Improve Call Center Onboarding
Download these training surveys to help elevate your call center trainers, improve your onboarding process, and lower attrition rates of new hires.
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E-book Frost & Sullivan 2022 Report | 2022 Competitive Strategy Leader – Best Practices Awards
Exclusive report: See the 2022 Competitive Strategy Leader that excels in customer impact and strategy innovation for the performance enablement platform industry.
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E-book The Ultimate Contact Center Coaching Toolkit
Equip your team leaders with practical coaching frameworks, proven strategies, and expert insights to improve agent performance and unlock real contact center productivity.
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Guide Coaching Questions
In order to guide people to self-discovery and self-resolution, you have to get comfortable asking questions. Here are some sample questions to help you navigate the journey!
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Guide Commitments for Change
For employees to act on coaching commitments, the coach has to help guide them to specific behavioral actions that will help drive the desired improvement.
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Guide Coaching Remote Workers
Remote work is here to stay. Find out how you can keep your contact center employees engaged even when WFH.
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Guide Coaching Top Performers
Top performers need a tailored approach when it comes to coaching. Here are tips for how to tailor different areas of your coaching conversation!
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Guide 6 Step Performance Coaching Model
Master performance coaching with our 6-step performance coaching model for call centers. Learn effective techniques to prepare, connect, discuss, plan, commit, and follow through with your team.
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Guide 4 Types of Behavior
We can break down the 4 types of behaviors, and actions, into two categories – those we can see, and those we can hear. We can further break down how we experience each of these categories. Read along to learn more.
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Guide Conversation Structure
Discover when to praise strengths, progress and effort. Learn when to address corrective opportunities!
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Guide The Coaching Effectiveness Assessment: Your Key to Improved Performance in Contact Centers
This free coaching effectiveness assessment calculates a rating for call center coaches. Plus, find out the qualities of an efficient contact center coach.
More from the library
Browse AmplifAI's full resource library.
Buyer's guides, customer stories, e-books, webinars, and product tours for customer service, support, and CX teams.
- Software Buyer's Guides Compare the latest customer service and support software, with vendor reviews, ranked shortlists, and side-by-side comparisons across quality, coaching, performance, analytics, and AI. See all
- Customer Stories See case studies from AmplifAI customers in retail, healthcare, financial services, insurance, credit unions, telecom, media, entertainment, hospitality, travel, and BPO. See all
- Webinars and Videos Watch webinars and recorded sessions with CX leaders on customer service and support, including agentic AI, automated QA, coaching, and performance management. See all
- Product Tours Take an interactive tour of AmplifAI's AI-native CX and performance management software for human, AI, and hybrid workforces. See all