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Customer Success Stories

How The Home Depot Saves Time and Enables Frontline Teams
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Alltran Drives 9% Increase to Agent Productivity & Billing Utilization

Financial Services
Agent Productivity
Billing Utilization
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First Premier Bank Increases Total Dollars Collected by Improving Collector Performance & Productivity

Financial Services
Dollars Per Hour
Supervisor Productivity
Return on Investment - ROI
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AmplifAI helped University of Miami Health System increase appointments and conversions by 34%

Healthcare
Average Handle Time - AHT
Number of Appointments Set
Return on Investment - ROI
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Sykes increased Top Performers by 127%

BPO / Outsourcing
Customer Satisfaction - CSAT
Quality
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Doubled Sales Appointments for Sonic Automotive

Automotive
Number of Appointments Set
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AmplifAI improved speed to proficiency of Arise & increased solves per day by 34%

BPO / Outsourcing
Speed To Proficiency
Solves Per Day - SPD
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Global healthcare business process leader improves retention by 12% 

BPO / Outsourcing
Healthcare
Attrition / Retention
Return on Investment - ROI
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Insurance leaders increased supervisor productivity by 40%

Insurance
Supervisor Productivity
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Alltran increased Net Dials Per Hour and Average Payment in 90 days

Financial Services
Net Dials Per Hour
Average Payment
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BPO for telecom firm reduced AHT by 8.7% and improved NPS over 3 months

BPO / Outsourcing
Average Handle Time - AHT
Net Promoter Score - NPS
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SSM Health improved agent productivity by 64% over 4 months

Healthcare
Agent Productivity
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SSM Health decreased write-offs by 55% in only 3 months

Healthcare
Write-Offs
Contacts Per Day
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Top telecom firm reduced AHT by 8.7% and improved NPS over 3 months

Media & Communications
Average Handle Time - AHT
Net Promoter Score - NPS
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US retail leader improved Customer Effort Score and AHT in 6 months

Retail
Customer Effort Score - CES
Average Handle Time - AHT
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Retail leader improved AHT and Agent Satisfaction over three months

Retail
Agent Satisfaction / Engagement
Average Handle Time - AHT
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Health Insurance leaders increased weekly coaching time by 40%

Insurance
Agent Productivity
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Increased NPS by 20% in first 90 days post onboarding

Healthcare
Net Promoter Score - NPS
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Travel Leader Boosts Solves Per Day by 34% in first 90 days post onboarding

Travel and Hospitality
Solves Per Day - SPD
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Top 3 Telecom brand improved close rate by 13 points in first 90 days

Media & Communications
Close Rate
Sales
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BPO site improved to 3rd place from 7th over 3 months

BPO / Outsourcing
Partner Ranking
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Coaching Guides & Tools

Call Center Coaching

The Comprehensive Guide to Improving Agent Performance

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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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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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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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Coaching Remote Workers

In the age of the remote worker, you need to do a few things differently when coaching over the phone as opposed to coaching in person!
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6 step performance coaching model

Master the six definitive steps for a successful one-on-one coaching session.
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4 types of behavior

We can break down behaviors, 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!
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conversation structure

Discover when to praise strengths, progress and effort. Learn when to address corrective opportunities!
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The Coaching Effectiveness Assessment

20 Questions that will show you if your coaches are effectively developing performance!
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Webinars

How to Supercharge Contact Center Agent Performance, Onsite & @Home

Watch this webinar, get a complimentary Coaching Bonus Pack and learn how to manage your people to deliver significantly more consistency, efficiency, and results. And you’ll learn how to Supercharge it.

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